Creating and Deleting Overrides

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Overrides are used to make manual one-time adjustments to on-call schedules. If a user is sick, goes on vacation, or would like to swap on-call periods with someone else, an override is our recommended solution. 

Scheduling an override creates an override layer over the existing schedule.  Scheduled overrides are displayed beneath your schedule layers, as the lowest layer before the Final Schedule (the lowest layer always takes precedence).

Creating overrides in the web UI

There are three places to schedule overrides on existing schedules in PagerDuty.

Override a specific shift on a schedule

Scheduling an override by clicking directly on the shift you'd like to override will pre-populate the override window with the effective dates and times, without you having to manually punch them in.

  1. Access your schedules from the web UI by going to Configuration > Schedules
  2. From the Schedules page or from the individual schedule's viewing page, click directly on the shift that you would like to override. If need be, you can tab forward by days, weeks, and months to locate the shift you would like to override.

  3. The Schedule an Override window will be pre-populated with the times of the shift that you just clicked. Make the necessary changes to the Person you're adding for the override and click Create Override.

  4. The override will immediately appear on the schedule

     

Note: If you click on a shift to override it from the On-Call Schedules page and the shift's date-range is outside of the immediate On-Call Schedules view, then the defaulted times of the override will be the times shown on the page, rather than the full length of the shift. In this case, we recommend going to the schedule's individual view page to create an override.

Override any span of time on a schedule

    1. Navigate to Schedules.

    2. Click on the gear for the desired on-call schedule and select Schedule an Override.



    3. Or you can click into a schedule and select Schedule an Override:

    4. The override window will be a pop-up. Select the Person and start/end times of the override. Click Create Override when complete.

Creating overrides using the API

An example Python script to schedule overrides for a user going on vacation can be found here: create_vacation_overrides.py

To learn more about how to interact with the PagerDuty API, we recommend checking out the collection of scripts our community has created on our Knowledge Base. Our developer docs also provide more information on creating and deleting overrides using the REST API.

Deleting an Override

Deleting an override will remove it completely. If an override is deleted during the middle of the scheduled shift, the regular schedule will resume from the time of the override's deletion.

 To delete an override:

  1. While on the Schedules page, click on the name of the schedule or select View after clicking on the gear for the schedule you would like to change.

  2. In the Upcoming Overrides list, click the X to delete the override.

Have more questions? Submit a request

Comments

  • Avatar
    Jasper Whannell

    FYI - editing/deleting an override is needlessly difficult to figure out how to do.  If i edit a schedule it shows the override layers, and there is no way to edit/delete them from there.  The language in "deleting an override" above doesn't even explicitly say that you need to pick a schedule and choose "view" rather than edit.  

     

    thanks,

  • Avatar
    Ryan Hoskin

    Thanks for the feedback Jasper.  We'll update this article and will pass that information along to our web team.

  • Avatar
    Ken Simpson

    I can't even figure out how to delete an override from the "View" schedule page.. I can see the override layer, but there are no upcoming overrides because the override is already in progress. How am I supposed to delete the in progress override?

  • Avatar
    Dan Khersonsky

    Hi Ken,

     

    Thank you for bringing up the issue about deleting overrides from the "view" schedule page. You can achieve this by clicking on the "x" (within 'Upcoming Overrides' in the "color-bar" which shows the user's name), as seen in the attached screenshot. Then, your browser should ask you to confirm the deletion. Please email us at "support@pagerduty.com" if you have any issues with this.

  • Avatar
    Jeff Reed

    How about a per layer override?

    I have a schedule with 2 layers (day shift and night shift).  The day shift might swap around, but the night shift layer would not.  If I schedule an override, it overrides all layers, but I only want the override to affect the day shift layer 1.  Schedules are 1 week at a time with a 5 man rotation.  Currently, to swap the on-call from one person to another for a week, I'd have set to setup an override per day when to omit the night shift coverage period.  Otherwise, the night shift won't be alerted during the override week.

  • Avatar
    Dan Khersonsky

    Hi Jeff,

    Thank you for your feedback. We currently have an active feature-request for this type of scenario called 'vacation-mode'. I'll be sure to add you to our list of feature-requesters so that you'll be notified when it becomes available. Please let us know if you have any other feedback or questions.

    Best,

    Dan

  • Avatar
    Guillaume Simard

    I wish I could simply delete overrides by right clicking on them.

    You can't even delete them from the "Edit" page. I didn't expect the "View" page to be the only way to do this.

  • Avatar
    Ryan Hoskin

    Thanks for the feedback Guillaume.  I'll pass that along to our product team.

  • Avatar
    Jeff Kolber

    It would be awesome to be able to add/remove overrides from the Mobile Apps (iOS/Android)

  • Avatar
    Ryan Hoskin

    Thanks for the feedback Jeff.  That's something we're currently exploring.

  • Avatar
    Jennifer

    I created a schedule with 5 different "shifts", but I assigned them all to one generic user. I want my team members to sign in and override the generic user whenever they take a shift. I was hoping that when they click on the shift time, it would pop up and override the specific time for that shift, but because the one generic user is scheduled all the way through (even though there are discrete shifts), the "easy override" goes on for days instead of just the specific shift at that time.

    Can you adjust the interface so that the "easy override" overrides the shift, instead of the person?

    Also +1 on Jeff's comment above to add/remove overrides from the Mobile Apps.

  • Avatar
    Alexis Chu

    Hi Jennifer,

    It sounds like your team will need to go to the schedule's view page (see above in article on how to access an individual schedule's viewing page) to create their overrides based on shift times created within each schedule layer (rather than creating an override directly on the final schedule, which would result in a very long override). Clicking on a shift within a schedule layer will allow users to create easy overrides with the shift time pre-populated for them.

    If you have questions about this, please email support@pagerduty.com.

    Thank you for adding your +1 on the add/remove overrides option on the Mobile App. We'll add you as a requester for this feature.

    Alexis

  • Avatar
    Daniel Morin

    I'm having similar problems as others. Accidentally had an overlap in the override where upcoming override showed the original and i deleted it, but it still shows through. Wanted to remove both so I could fix it all, but now the current override isn't available to be deleted, since it isn't upcoming.
    I should be able to edit the override as well as delete it. Should be as simple as right clicking the override entry, select Edit, where then you can change the time or delete it altogether.

  • Avatar
    Alexis Chu

    Hi Daniel,

    Thank you for adding your thoughts to the conversation here. We'll share your feedback with product as we work on improving the scheduling interface. Feel free to email support@pagerduty.com if you have any other suggestions for us.

    Cheers,
    Alexis

  • Avatar
    Mark Galbraith

    It would be nice to be able to create overrides by simply dragging one scheduled assignments on top of another. This would then create a pair of matching overrides, essentially swapping the two assignments.

  • Avatar
    Alexis Chu

    Hi Mark,

    Thanks for the feedback! We'll share this with our product team. Feel free to reach back out if you have any other thoughts or suggestions: support@pagerduty.com.

    Cheers,
    Alexis

  • Avatar
    Doug Schick

    Is there a way to do a mass override? For example, override one individual with another for the next 5 months?

  • Avatar
    Alexis Chu

    Hi Doug,

    Although we don't have a way to create a mass override in the UI, you can run this script to create these overrides using our API: https://gist.github.com/danquixote/4ca69fafac89bdb24080

    I'll also submit a feature request to our product team for you to be able to do the same in the web app.

    Let us know if you have any other questions/feedback: support@pagerduty.com.

    Cheers,
    Alexis

  • Avatar
    Luke Burnham

    A guy in our schedule is going on vacation for 10 days. I want to take him completely out of the rotation but leave everything else as is. Should be simple as I'm sure it happens all the time. I tried an override but all that did was make the person mentioned in the override on-call the entire time which, of course, isn't what I want. I'm new to PagerDuty but the entire product seems needlessly complex and extremely difficult to use.

  • Avatar
    Liberty McBride

    Hi Luke,

    I can pass along this request for a "vacation mode" to our product team here since I think many users could benefit from this type of feature.

    In order to best help with submitting this request and finding you a solution for the immediate question at hand, please email us at support@pagerduty.com so that we can troubleshoot this for your specific account.

    Cheers,
    Liberty