Users on my company instance have noticed that PagerDuty is behaving differently when an incident is initially assigned to a team/service vs when a responder uses the “add responder” feature. Normally when an incident is ack-ed or resolved, further notifications are suspended or terminated. However, our major incident has begun engaging other teams by adding responders to existing incidents recently and it seems to work differently.

Users are reporting that they are getting notifications even after the incident has been resolved. Additionally, when there is more than one responder on a given escalation policy rule/level when one user acks the alert, that does not prevent other users from continuing to get notifications. Another difference is that the notification times and methods for each user contacted are not logged in the incident. This last bit was especially confusing for the users when we were first investigating this issue.

Is there a reason for this difference? It’s not intuitive for our users and is causing friction.