Skip to main content
When aciona.me cannot resolve an on-call person, it still creates the incident and notifies the organization owners. An alert is never dropped because of missing configuration. This shows up on the timeline as a fallback event.

​
Walk the chain

The responder is resolved through four links. One broken link is enough to leave the incident ownerless.
1

Does the alert have a service?

If the alert carried no service hint and the source has no default service, the chain stops here.Fix: set a default service on the source, or make the tool send the hint (service field, service label, service: tag).
2

Does the service have a responsible team?

Auto-registered services start with no team. This is the most common cause of this problem.Fix: under Services, link the service to the right team.
3

Does the team have an active schedule?

A team with no schedule, or with the schedule marked inactive, resolves nobody.Fix: create or re-activate the schedule under Schedules.
4

Does the schedule have a valid participant right now?

A schedule can exist and still point at nobody: no participants, participants who left the organization, or a rotation start in the future.Fix: review the participants and the rotation start date.

​
Less obvious causes

Deactivating a member does not remove them from schedules. The schedule still exists but points at someone who is no longer an active member.
An override entered in the wrong timezone can cover a different period than intended — leaving the real window uncovered.
If the rotation start is later than the alert time, the schedule is not in effect yet.
The new team may not have a schedule configured.

​
How to prevent it

  • Periodically review services with no responsible team.
  • Keep at least two participants per schedule — so there is somewhere to escalate.
  • When deactivating a member, check the schedules they belong to.
  • Use Who is on call to confirm coverage before relying on it.