Pager Duty Escalation Policy Adjustment

Hey ​@LP25 

I hope you are doing well 🙂

Could you please provide me with a bit more information?

1. How are you currently acknowledging the incident?
2. Is this page happening at the same time as the email lands or after the set time in the escalation policy?

Looking forward for more information and to figuring this out together 😁

Hi ​@LP25, how are you doing today?

PagerDuty should automatically stop escalating to the next level once an incident is acknowledged. If your L2 team is still getting paged after L1 acknowledges, here are a few things you can check:

• Make sure L1 is acknowledging the incident using a supported method (like clicking the “Acknowledge” button in the email or using the PagerDuty app).
• Double-check the escalation delay between L1 and L2—if L1 doesn’t acknowledge before the timer runs out, it’ll escalate to L2.
• You can review the incident timeline in PagerDuty to see exactly when the acknowledgment happened versus when the escalation occurred.

If everything looks correct and it’s still happening, it might be worth reaching out to PagerDuty support or sharing more details here as asked above (like how L1 is acknowledging and what your escalation policy looks like).

Here’s a helpful doc on escalation policies that can help you troubleshoot: PagerDuty Escalation Policies Guide.

Please let me know if this works for you, and have a nice day!

Hello ​@lupimiguel, ​@danieljcafonso, thanks for the answers. I hope you are doing well! The incident opened in India around 2:06pm and L1 ackwoledged at 2:08pm (via email) and still escalated after 15 minutes and L2 (via phone) needed to acknowledge onshore at 2:24pm. Thanks!