Empower Anyone to Page with an On-Call Observer Role

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.