Workspace troubleshooting
Resolve common setup, coverage, saving, and reporting questions.
Why are there no notifications?
Outgoing incident notification delivery and escalation execution are not active yet. Saving contact preferences, schedules, and policies prepares configuration but does not send messages. No amount of re-saving the incident will enable delivery.
How do I connect a service directly to a schedule?
Connect the schedule to an escalation policy level, then assign that policy to the service. See Escalation policies.
Why is an agent unavailable in the schedule editor?
Check whether the agent is enabled and whether recorded vacation overlaps a planned shift. Review the selected rotation start, order, and interval. Choose a different responder, adjust the rotation, or arrange coverage through overrides.
Why does the schedule show a gap?
Check whether it has started, whether it is paused, whether its responder is enabled and available, and whether an override has ended. Vacation does not automatically move the shift to the next rotation member.
Why can’t I edit an override?
Only upcoming overrides can be edited. Cancel an active override and create a replacement. Past overrides are retained as history. Overlapping replacements on the same schedule are rejected.
Why can’t I disable or delete an item?
Dependency checks preserve current routing and history:
- Agents may still be schedule members, override replacements, policy targets, or assigned to open incidents.
- Schedules may still be targeted by a policy.
- Services with incident history cannot be deleted; mark them inactive instead.
Resolve the dependency named in the error rather than repeatedly retrying deletion.
Why did saving fail with a changed-record message?
Another tab, person, or coverage update may have changed the record. Reload the latest data and review your intended changes before saving again. This also applies to API credential rotation, vacation, and overrides.
Why do report totals seem different?
Check whether you are looking at incidents created in the selected range or resolutions that occurred during it. Daily resolutions may include older incidents. Timing averages count only valid samples. See Dashboard and reports.
Why is a time different from my device clock?
The workspace uses the organisation timezone. Check Settings → Organization and the timezone shown beside coverage or reports. Public API timestamps include a timezone offset instead of using the viewer’s display timezone.
Why is a support request saved but not emailed?
The form stores the request and gives you a reference. Automatic email delivery is not configured yet. Use the offered email action or write to ska@pagermate.com, including that reference.