Hi ​@yashdeep!

Sorry you’re having trouble with your escalation policy not triggering.

One common reason for this is if there’s a gap in your on-call schedule, there are times when no one is on-call in your escalation policy. According to the official documentation:

“If nobody is on-call in the first rule (due to a coverage gap in a schedule, for example), PagerDuty assigns the incident to the next escalation rule with an on-call responder.”

If none of your escalation rules have anyone on-call at the time an incident is triggered, the incident won’t be assigned until someone is available. I recommend double-checking your schedules to make sure there’s always at least one person on-call in your escalation policy.

You can find more details and best practices in the Escalation Policies documentation.

If you’ve checked the above and it’s still not working, I’d recommend reaching out to PagerDuty Support with your details so they can check your config.

Hope this helps! Let us know if you have any other questions and have a nice day.