Opsgenie - Adding responders to incident doesn't trigger alert

[Theis Joergensen]

Hi Community, 

I have an issue with making OpsGenie working reliable. 

We have a service desk team and several devops teams being responsible for different services. 

Services is created in OpsGenie with service desk and responsible devops team as responder. 

When opening a ticket, where affected service is added those 2 teams are added as responders, which is great. It also only trigger push notifications if the alerting rules are met. 

However, outside normal working hours we have a duty guard team consisting of 4 experts who can be called in, in case of a high priority incident but if they should be called in is a decision taken by the service desk team. 

Now to the problem:

- If the service desk add the "duty guard" team as responder in the ticket, it just loads without triggering a notification via opsGenie:

The to team above are added automatically when adding the affected service and this work correctly. 

Looking at the log, I see this entry when searching for duty guard:

Second issue

- When I create a ticket with low priority this corresponds to P3 in Opsgenie and if I increase the priority in Jira to high the alert In Opsgenie changes to P1. So far so good. But if I change the priority back to low the Opsgenie alert stay as P1 instead of changing back to P3. 

Unfortunalety is has been a continuous problem for us that the integrations we have build are not completely reliant, which is a huge issue when dealing with major incidents. 

I hope someone is able to point me in the right direction. I have checked videos etc. published by Atlassian but it's not detailed enough to answer my questions. 

[Nick Haller · Accepted solution]

Hi @Theis Joergensen ,

When adding a responder to the incident, a responder alert should be created to trigger notifications to the team/responder added. It's interesting you are not seeing this expected behavior:

As for the second issue, unfortunately Opsgenie cannot decrease an alert's priority, and can only increase the priority through the integration at this time.