Not receiving "P1 Alerts" on mobile, but seeing them successfully in slack integration

[Ahad Jahangir]

My team and I are having an issue where high priority alerts are not being received on our mobile devices (both android and iOS), however one team member is getting notifications routed correctly. 

We have a slack integration which is working fine, but mobile device alerting is inconsistent. This is for email alerts, cell phone number notifications, as well as in-app ops-genie alerting. 

It would be greatly appreciated if troubleshooting steps could be shared on priority. 

[Nayan Pandey]

Hi Ahad, 

Thank you for reaching out to Opsgenie Community. I am Nayan, happy to help. 

Since Slack notifications are working fine, ensure that the integration is not overriding or suppressing mobile notifications for certain users. Here are some troubleshooting steps you can follow:

1. Verify Notification Rules in Opsgenie

• Ensure that high-priority alerts (P1 and P2) are configured correctly in the Notification Rules section of Opsgenie.

• Go to Opsgenie > Settings > Notifications and confirm that rules for high-priority alerts are set to notify via all desired channels (e.g., app, SMS, email) 1 2.

2. Check Mobile App Settings

• iOS:

  • Ensure "Allow Critical Alerts" is enabled in the Opsgenie app under My Profile > Sounds.

  • Confirm that Critical Alerts are enabled. 

• Android:

  • Verify that the app has permissions to override "Do Not Disturb" (DnD) settings. This can be done under My Profile > Sounds in the app 4.

  • Ensure the device is listed under My Profile > Contact Methods > Mobile Apps and is enabled 4.

• Disable any "Quiet Hours" settings in Opsgenie for the affected users.

Please feel free to reach out to Atlassian Support here in case if the above does not help. 

Regards,
Nayan