PagerDuty and Jira Service Management rotations
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A PagerDuty-based rotation follows the people and shifts of a PagerDuty schedule. Round Robin shows those assignments in the dashboard and uses each person’s Slack mapping for mentions and notifications.
For a Jira Service Management schedule, follow Connect a rotation. The steps and examples below are for PagerDuty.
You need: PagerDuty connected to your workspace, an enabled rotation and permission to edit it.
Connect a schedule
Section titled “Connect a schedule”- Open the rotation in the dashboard.
- Go to Settings → Integrations → External schedule.
- Under Which product, choose PagerDuty.
- Use Search schedules to find the schedule, then select it under Schedule.
- Check the Person, Start, End and Status columns in the assignment preview. Expand Schedule members to see the participants.
- Click Connect this schedule.
The rotation page opens. Schedule sync pending shows while the first assignments load, which takes about a minute. Leave the page open, or click Refresh to check again.
Whoever was on duty goes off duty as the schedule is linked, and nobody is on duty until that first read. See Partner schedules for who is told.
The picker lists classic and shift-based PagerDuty schedules alike, with nothing to choose between them.
The schedule decides the participants, shift times, recurrence and overrides, and the hours the rotation covers. Change them in PagerDuty. The rotation has no Round Robin lanes or coverage windows to configure.
Restrict the hours
Section titled “Restrict the hours”The rotation has somebody on duty whenever the PagerDuty schedule has somebody assigned. Its Coverage tab says so in a note headed Hours set in PagerDuty.
To cover only part of the day or week, change the schedule in PagerDuty:
| PagerDuty schedule | What to change |
|---|---|
| Classic | Add restrictions to the schedule’s layers, for example weekdays 09:00 to 17:00. |
| Shift-based | Set the shift times to the hours you want covered. |
Outside those hours nobody is assigned, and Current duty reads No scheduled assignment.
Check the participants
Section titled “Check the participants”Open People & groups. The linked to Slack count shows how many participants have a Slack account. Each participant is marked Matched by email, Set manually or Not in Slack.
A participant without a Slack mapping still appears on their shift, but cannot be mentioned in Slack. Use Pick person to choose their Slack account. See Say who a participant is in Slack.
A manual mapping stays in place when that participant’s shifts change. Mapping one person changes nobody else’s mapping.
Read overlapping shifts
Section titled “Read overlapping shifts”Current duty lists every current assignment, each with Since and the time it began. Next handover lists the assignments that start at the next change, each with From, the time, and how far away it is. Neither card has actions: shifts change in PagerDuty.
When the next change only ends assignments, Next handover names who goes off, with Off at and the time. When it ends every assignment and nobody starts, it reads Nobody on duty with the time of that change.
Somebody starting a shift does not always replace everybody already on duty. A follow-the-sun schedule can have these weekday shifts, shown here in Berlin time in September:
| Time | People on duty |
|---|---|
| 09:00 to 15:00 | Berlin participant |
| 15:00 to 17:00 | Berlin participant and two US participants |
| 17:00 to 23:00 | Both US participants |
| 23:00 to 09:00 | No scheduled assignment |
At 15:00 the US assignments start and the Berlin one continues, so in the morning Next handover names both US participants from 15:00. At 17:00 only the Berlin assignment ends, so between 15:00 and 17:00 it names the Berlin participant with Off at 17:00. The two US participants stay on duty until 23:00, and from 17:00 the card reads Nobody on duty from 23:00.
A workweek and weekend schedule has one assignment at a time instead: the workweek participant hands over on Friday at 17:00, and the weekend participant hands back on Monday at 09:00. Both patterns come from PagerDuty, time zone and daylight saving included.
Read the Plan
Section titled “Read the Plan”Open Plan and choose Timeline or List. Both show the assignments for the selected dates, overlapping assignments and participants without a Slack mapping included.
In Timeline, overlapping shifts sit on separate rows. Select an assignment to read its Start, End and Time zone. The rows only separate the shifts on screen; they are not schedule settings.
Earlier, Later and Today move through the dates. Only my shifts highlights the shifts mapped to your Slack account and keeps the others visible. Times are shown in the time zone chosen in the top bar, which offers the schedule’s own zone as Schedule: see Change the time zone or the clock format.
Past dates show the assignments Round Robin recorded. For anything before the rotation was connected, open the schedule in PagerDuty.
View in PagerDuty on Coverage opens the linked schedule.
Read duty history
Section titled “Read duty history”Open History to see the duty Round Robin recorded. An assignment shows there once it ends.
| What you see | What it means |
|---|---|
| A provider name or email address | The participant has no Slack mapping. |
| Unknown person | Somebody held the duty, and the record cannot identify who. |
| Unnamed | The participant is recorded with no name or email to show. |
Use the person filter to pick a participant, or choose Everyone to clear it. CSV and JSON exports hold the ended assignments the filters select.
Check a missing or outdated assignment
Section titled “Check a missing or outdated assignment”| What you see | What to do |
|---|---|
| Schedule sync pending | The first sync has not finished. Leave the page open or click Refresh. |
| Rotation disabled | The rotation is switched off, so nobody is on duty. Enable it to follow the schedule again. |
| Schedule not linked | The rotation has no link to a schedule, so nobody is on duty. Link the schedule again under Settings → Integrations → External schedule. |
| Schedule not read yet | Round Robin has not read the schedule since it was linked, so nobody is on duty. Wait a minute. If it stays, check the PagerDuty connection under workspace Settings → Integrations. |
| Schedule data out of date | The last read does not cover the current time, so nobody is on duty. Check the PagerDuty connection, and that the schedule still exists in PagerDuty. |
| Schedule sync unavailable | The first sync could not be confirmed. Click Refresh. If it stays, check the PagerDuty connection under workspace Settings → Integrations. |
| Not in Slack | The participant has no Slack mapping. Choose their account on People & groups. |
| Unassigned in Plan, or Nobody on duty on Current duty | PagerDuty has a shift with nobody on it. Assign somebody in PagerDuty if the shift needs cover. |
| No assignments in this preview | The schedule has no current or upcoming assignments. Check its dates in PagerDuty. |
| No scheduled assignment | The schedule has nobody assigned at this time, which is expected outside its restrictions or shifts. If somebody should be on duty, check the schedule in PagerDuty. |
| Schedule data stale | The saved assignments cannot be confirmed as current. Check PagerDuty and the workspace connection before relying on them. |
| Schedule unavailable or Coverage unavailable | Current coverage cannot be confirmed. Check the PagerDuty connection under workspace Settings → Integrations. |
| Plan unavailable | The selected dates did not load. Click Retry. If it keeps failing, check the connection. |
| PagerDuty: nobody on duty in this range | The schedule has nobody assigned on the dates in Plan. Look at other dates, or check the schedule in PagerDuty. |
| PagerDuty unreachable: shifts from the last sync | PagerDuty could not be reached, so Plan shows the shifts from the last successful read. Check the PagerDuty connection under workspace Settings → Integrations. |
| PagerDuty: shifts from the last sync | Plan shows the shifts from the last sync. A change made in PagerDuty since then can be missing. |
| No known next change | The schedule shows no further change. Look at later dates in Plan, or open PagerDuty. |
| Next change unavailable | The next change cannot be confirmed. Check the connection and the schedule in PagerDuty. |
Schedule data stale, Schedule unavailable and Coverage unavailable do not mean nobody is on duty: a stale result can still show when known assignments end without confirming who starts next. With Rotation disabled, Schedule not linked, Schedule not read yet or Schedule data out of date, nobody is on duty in the rotation, and Slack shows the same label. See When the provider has no answer.
Next steps
Section titled “Next steps”- External rotations: Slack mappings, what the provider owns, and disconnecting a rotation.
- Integrate PagerDuty: connect or renew access to PagerDuty.
- The rotation page: what each tab shows.