On-call shows individual that is N levels down from the first level of the escalation policy

[brianphillips]

On-call shows individual that is N levels down from the first level of the escalation policy

[alecjacobs5401]

Adding some color here, I'm experiencing the same behavior that Brian is.

We have an escalation policy that is in this order:

1. Primary On Call
2. Secondary On Call
3. Team Manager
4. Director

We're finding that the "Team Manager" is currently being shown as the only person in the list, not the person currently scheduled as "Primary On Call"

[t1agob]

Thanks for sharing @alecjacobs5401. I'll look into it and fix it ASAP.

[brianphillips]

By the way, one thing I'm considering to do to support both behaviours our users are requesting is to have a plugin flag that allows admins to define wether you just show the engineers on-call for escalation level 1 (default) or all escalation levels. Would that be a possible solution for your use case?

I think that would be potentially useful but I think in our org, we'd be fine with just showing the first person that's on-call (as long as its actually the first person that's on-call 🙂 )

[brianphillips]

@t1agob I was using the following versions before my PR was merged:

@pagerduty/[email protected]
@pagerduty/[email protected]
@pagerduty/[email protected]

The issue is when the array of oncalls returned from the PagerDuty API are not returned in order, the list of of on-call individuals would be filter to only those at the same escalation_level as the first on-call individual that happened to be returned in the original response.

Upgrading to @pagerduty/[email protected] fixes the issue for me. I'm going to close this issue.

[brianphillips]

This actually appears to be intentionally coded this way over in the backend plugin: https://github.com/PagerDuty/backstage-plugin-backend/blob/main/src/apis/pagerduty.ts#L392-L394

Apologies for not posting in the correct repo. Can you help me understand the intent behind filtering the list of oncalls based on the first one in the original (unsorted) response? Perhaps the intent is to grab all users at the first escalation level of the sorted list of oncall users?

[t1agob]

Hello @brianphillips!
Thanks for opening this issue.

The old version of the plugin owned by Backstage was showing all users from all escalation levels under the on-call section. After collecting feedback from several plugin users this didn't seem to align with their expectation as all levels after level 1 are not necessarily on-call. They are escalation paths.

Still, the result on your first screenshot would only be correct according to our logic if Doug was the engineer currently on-call for Ops OCC on-call schedule and it is not.

[t1agob]

By the way, one thing I'm considering to do to support both behaviours our users are requesting is to have a plugin flag that allows admins to define wether you just show the engineers on-call for escalation level 1 (default) or all escalation levels. Would that be a possible solution for your use case?

[t1agob]

@brianphillips, @alecjacobs5401 which version of the frontend, backend and common plugin packages are you using?

I'm unable to replicate this locally in my environment. It's only returning the user/users on escalation level 1.