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You can add people to a team by hand, or link the team to a group that you already manage in another tool. When a team is linked, ResolveAI keeps its members in sync with the group. People who join the group are added to the team, and people who leave the group are removed from it.

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Supported Groups

An on-call group contains everyone in the rotation, not only the person on call now. Team membership does not change when a shift changes.

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How Groups Reach ResolveAI

  • Okta sends group changes when they happen.
  • Microsoft Entra ID sends changes on its provisioning cycle, about every 40 minutes.
  • ResolveAI reads groups from PagerDuty, Grafana IRM, and Rootly about every 10 minutes.
A group has no effect on a team until you link it to that team in ResolveAI. You do not need to turn on sign-in enforcement first. ResolveAI matches the people in a group to ResolveAI users:
  • Identity-provider groups contain users that your provider has already provisioned to ResolveAI.
  • On-call groups are matched by email address. Case does not matter.
A person who does not match a ResolveAI user is left off the team. To link or unlink a group, you must be an admin of the team or an organization admin.
  1. Open the team and go to Members.
  2. Choose a group for the Member role, the Admin role, or both.
  3. Confirm the change.
ResolveAI updates the team immediately. It does not wait for the next change from the source.
Linking replaces the team’s members with the members of the group. ResolveAI removes anyone who is not in a linked group, including people you added by hand.
These rules apply:
  • One group per role. A team can have one group for Members and one group for Admins.
  • One source per team. Both groups must come from the same source. For example, a team cannot use an Okta group for Members and a PagerDuty escalation policy for Admins.
  • Admins keep their own access. A team admin cannot link a group that would remove their own Admin role. Add yourself to the Admin group first, or ask an organization admin to make the change.
  • The organization-wide team cannot be linked. It already contains every user.

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Roles

Each person gets the role of the group they are in. A person who is in both groups gets the Admin role. When you remove a person from the Admin group, they become a Member if they are still in the Member group. They stay on the team.

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While a Team Is Linked

  • You cannot add or remove members by hand. Change the group in its source, or unlink it.
  • When a group is deleted in its source, people who were only in that group are removed from the team.
  • If the team has another linked group, people who were only in the unlinked group are removed from the team.
  • If you unlink the last group, ResolveAI removes all members from the team. You can then add members by hand.

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Team Membership and Sign-In

Team membership does not give a person access to ResolveAI. A linked group can add a person to a team before they sign in for the first time. Sign-in, and sign-in enforcement if you turn it on, control who can use ResolveAI.

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Troubleshooting

Some people in the group are missing from the team. ResolveAI could not match them to a ResolveAI user. For an identity-provider group, provision the users before you push the group. For an on-call group, check that the email address in the on-call tool matches the person’s ResolveAI email address. For an identity-provider group, the team updates the next time your provider pushes the group. For an on-call group, the team updates within about 10 minutes. The team did not change. If ResolveAI cannot match anyone in the group, it leaves the team unchanged instead of removing every member. Check that the users exist in ResolveAI. A large change is only partly applied. Identity providers send one request for each member, so a change to 50 people arrives as 50 requests. ResolveAI waits about 3 seconds after the last request, then updates the team once. Refresh the page after a few seconds. A change in the source has not appeared. ResolveAI updates the team within seconds of receiving a change. Your identity provider decides when to send changes. For Microsoft Entra ID, allow up to 40 minutes. For on-call sources, allow up to 10 minutes. Confirm that the source sent the change before you investigate ResolveAI.