Your first stop for learning how to get started with Jira Service Management.
There may be instances when your team members are unable to take part in on-call schedule rotations or respond to alerts. In such scenarios, you can create and apply forwarding rules that allow members to forward their alerts to another member of the team for a specified duration.
"Forwarding rules" is the new name for what was formerly known as “Notification forwarding” in Opsgenie.
To add notification forwarding rules from the web:
From the top right of your screen, select Your profile and settings > Personal Jira settings.
Open the Alert notifications tab.
Go to the Notification forwarding section.
To add notification forwarding rules from Jira Cloud mobile app:
Go to Profile settings on the navigation menu.
Select Notification settings.
Select Notification forwarding.
Individual members of the team can create forwarding rules for themselves, but team admins can create rules on their behalf through APIs as well.
From you to others: These are rules for notifications you’re forwarding to others on your team.
From others to you: These are rules for notifications others on your team are forwarding to you.
When a member creates a forwarding rule, Jira Service Management creates an alert to notify both the member who is creating the forwarding rule and the one who is expected to receive notifications in their absence. If a team admin creates a rule on behalf of a member, the team admin is notified as well. The forwarding schedule set for a team member gets automatically added to the FORWARDING layer of every on-call schedule of that member if any exists.
It’s not possible to create a notification forwarding rule that overlaps with an existing one.
Alert notifications created have a custom “Confirm” action - it doesn’t affect how your forwarding rules work. However, you can use it as a symbolic agreement, or to handle callback data through Jira Edge Connector (JEC) or Webhook Integrations such as adding comments to an alert.
Difference between forwarding notifications and overriding on-call schedules
Notification forwarding rules help you forward all your alert notifications to another one on the team over a specified timeframe (spanning multiple on-call schedules if applicable). Schedule overrides however apply to your alert notifications that are triggered during a select on-call schedule only.