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PagerDuty and Jira Service Management rotations

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A PagerDuty-based rotation follows the people and shifts assigned in a PagerDuty schedule. Round Robin shows those assignments in the dashboard and uses their Slack mappings for on-call mentions and notifications.

For a Jira Service Management schedule, follow Connect a rotation. The PagerDuty steps and examples are below.

You need: PagerDuty connected to your workspace, an enabled rotation and permission to edit it.

Connect a schedule

Section titled “Connect a schedule”
  1. Open the rotation in the dashboard.
  2. Go to Settings → Integrations → External schedule.
  3. Under Which product, choose PagerDuty.
  4. Use Search Schedules to find the schedule, then select it under Schedule.
  5. Check the Person, Start, End and Status columns in the assignment preview. Expand Schedule members to see the participants.
  6. Click Connect this schedule.

After the connection is accepted, the rotation page opens. Schedule sync pending appears while the first assignments are loading. The first sync can take about a minute. You can leave the page open or use Refresh to check again.

The picker includes legacy and v3 PagerDuty schedules. No format selection is required. An existing legacy connection can remain connected.

The linked schedule controls the participants, shift times, recurrence and overrides. Change those in PagerDuty. Round Robin reads the resulting assignments; there are no Round Robin lanes or coverage windows to configure for this rotation.

Check the participants

Section titled “Check the participants”

Open People & Groups. The linked to Slack count shows how many participants have a Slack identity. 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 select their Slack account. See Say who a participant is in Slack.

Manual mappings remain in effect when the same participant’s shifts change. Mapping one person does not change anyone else’s mapping.

Read overlapping shifts

Section titled “Read overlapping shifts”

Current duty lists current assignments with their individual start and end times. Next change gives the next change time, then separates Starting assignments, Ending assignments and Continuing assignments. Starting and continuing assignments show their end times under Until. A person starting a shift does not necessarily replace everyone already on call.

For example, a follow-the-sun schedule can have these weekday shifts, shown in Berlin time during September:

Time People on call
09:00–15:00 Berlin participant
15:00–17:00 Berlin participant and two US participants
17:00–23:00 Both US participants
23:00–09:00 No scheduled assignment

At 15:00, the US assignments start while the Berlin assignment continues. At 17:00, only the Berlin assignment ends. The two US participants remain on call until 23:00.

A workweek/weekend schedule can instead have one assignment at a time: 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, including its timezone and daylight-saving rules.

Read the Plan

Section titled “Read the Plan”

Open Plan and choose Timeline or List. Both show the assignments for the selected dates, including simultaneous assignments and participants without Slack mappings.

In Timeline, overlapping shifts appear on separate rows. Select an assignment to read its Start, End and Time zone. These rows separate the shifts visually; they are not schedule settings.

Use Earlier, Later or Today to navigate. Only my shifts emphasizes shifts mapped to your Slack account while keeping other assignments visible. The timezone selected in the page header controls the displayed times.

Past dates show the assignment history recorded by Round Robin. For PagerDuty history from before the rotation was connected, open the schedule in PagerDuty.

Use View in PagerDuty on Coverage to open the linked schedule and make changes there.

Read duty history

Section titled “Read duty history”

Open History to see recorded duty and assignments still running. A participant without a Slack mapping appears by their recorded provider name or email address. Unknown person means the record cannot identify its holder; it does not mean nobody was on call. Unnamed means an external participant is recorded without a name or email to display.

Use the person filter to select a participant, or choose Everyone to clear it. CSV and JSON exports contain completed duty history for the selected filters. Running assignments shown on the page are not included until their duty is recorded as complete.

Check a missing or outdated assignment

Section titled “Check a missing or outdated assignment”
What you see What to do
Schedule sync pending The connection is accepted and the first sync is pending. Leave the page open or click Refresh to check again.
Schedule sync unavailable The initial sync or its result could not be confirmed. Click Refresh; if the state persists, check the PagerDuty connection under workspace Settings → Integrations.
Not in Slack The participant is assigned in PagerDuty but has no Slack mapping. Select their account on People & Groups.
Unassigned PagerDuty returned a shift with no participant. Assign somebody in PagerDuty if that shift needs coverage.
No assignments in this preview The schedule preview contains no current or upcoming assignments. Open the linked schedule in PagerDuty to check its dates.
No scheduled assignment The confirmed schedule has no assignment at this time. Check the schedule in PagerDuty if coverage is expected.
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 requested dates could not be loaded. Click Try again; if the error persists, check the connection.
No known next change No further change is known in the available schedule. Check later dates in Plan or open PagerDuty.
Next change unavailable The next change cannot be confirmed. Check the connection and current schedule in PagerDuty.

An unavailable schedule does not establish that nobody is on call. A stale result can still show known assignment end times without confirming who starts next.

Next steps

Section titled “Next steps”