Empower cross-functional teams to escalate, without giving them full on-call access.
All Rootly On-Call customers now have access to a new default Observer role. Observers are read-only users who can still create alerts and page on-call teams from both web and Slack. This is designed for customer-facing or adjacent engineering teams that don’t take shifts themselves, but still need a reliable path to escalate urgent issues.
Why It Matters
Not every team in your org sits on rotation, but many still need to engage with your on-call process. By giving them a dedicated Observer role, you can:
- Improve escalation coverage: Customer support, success, or adjacent engineering teams can page on-call teams directly.
- Reduce risk: Observers can view schedules, teams, and services without the ability to alter them.
- Standardize workflows: Alerts always flow through Rootly, ensuring escalations stay consistent and traceable.
Check out the docs here to learn more.
New & Improved
New Features
- On-Call Observer License: Added observer license that allows users to page teams without full incident management access.
- Enhanced Dashboard Monitoring: Introduced monitoring chart views in dashboard panels to display uptime data and incident duration.
- Improved Escalation Policy Configuration: Automated creation of separate quiet and audible escalation paths during PagerDuty migrations.
- Personal Shift Notifications: Enabled personal notification reminders for when on-call shifts begin.
Bug Fixes
- Escalation Policy Editing Issues: Fixed inability to save escalation policy edits for certain customers.
- UI and Display Fixes: Corrected field alignment, screen sizing, and scrolling issues.
- Notification and Communication Issues: Fixed inability to snooze older alerts and incorrect shift notifications to former users. Corrected call notification settings when mobile app is not installed.
