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We have several different configuration levels for our schedules.  We don’t have anyone schedules in the middle of the night (10pm thru 6am).  During this time, we don’t have any incidents being created.  We have validated that these issues create incidents during out business hours.  This leads me to ask the question:

If an incident occurs and no one is on the schedule, does it get created? 

Hello Kevin,

At least one PagerDuty user must be on-call for the service (in its escalation policy) at any given time for an incident to be triggered. In other words, if there is only one level in an escalation policy, and the only responder for it is a schedule with a gap where no one is on call, during that gap incidents will not be triggered for any services that use the escalation policy.

To record and respond to incidents after-hours, ensure that there is an after-hours schedule on level 1+ of the policy, or designated after hours / escalation responder user on level 2+. That way, if no one is on call for the business hours schedule because it is outside of working hours, incidents will be created and assigned to the after hours / escalation responders.

Note also that if alerts are less important to respond to outside of business hours, you can set up orchestration rules to set the alert severity to warning/low at those times. However, at least one PagerDuty user must be on-call for a service at any given time in order for incidents to be triggered on that service and assigned.

Hopefully that helps!

-Demitri

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