Troubleshooting OpsGenie Schedule Discrepancies

Symptoms of a Sync Discrepancy

You have a Tellspin schedule configured to sync from OpsGenie, but you notice one of the following problems:

• The on-call person in your Slack user group does not match who is on-call in OpsGenie.
• The user group is empty, even though someone is on-call in OpsGenie.
• The schedule preview in the Tellspin App Home shows an error or outdated information.

Common Causes and Fixes

Cause 1: Incorrect API Key or Permissions

If the OpsGenie API key used in Tellspin is invalid, expired, or lacks the necessary permissions (Read access for schedules), Tellspin will be unable to fetch the on-call information.

Resolution:

1. In OpsGenie, generate a new API key with Read permissions.

2. In the Tellspin App Home, click OpsGenie Connect.

3. Enter the new API key to re-authenticate the connection.

   

4. After re-authenticating, go to your schedule settings in Tellspin and ensure the correct OpsGenie schedule is selected.

Cause 2: Timezone Mismatches

A common source of error is a timezone mismatch between the schedule in OpsGenie and the schedule configuration in Tellspin.

Resolution:

1. In OpsGenie, open your on-call schedule and verify its timezone setting.
2. In the Tellspin App Home, find your schedule, click the three-dot menu (...), and select Edit.
3. Ensure the Timezone dropdown in Tellspin matches the timezone set in OpsGenie.

Cause 3: Incorrect OpsGenie Schedule Selected

It's possible that the wrong schedule was simply chosen from the dropdown during the initial setup in Tellspin.

Resolution:

1. In the Tellspin App Home, find your schedule, click the three-dot menu (...), and select Edit.

2. Review the OpsGenie Schedule dropdown to confirm you have selected the correct one.

   

How to Force a Manual Sync

After making changes, Tellspin should sync automatically. To force an immediate update:

1. Go to the Tellspin App Home.
2. Find your schedule and click the three-dot menu (...).
3. Select Edit and then immediately click Save without making any changes. This action will trigger a new sync attempt.

Contacting Support

If you have verified all the settings above and the sync is still incorrect, please email support@tellspin.com. Include your workspace name, the Tellspin schedule name, and the name of the corresponding OpsGenie schedule.