Trying to close alerts automatically based on their content

[Nicola Carraro]

I'm trying to find a way to automatically close an alert based on its content.

I checked documentation and asked the bot, but I did not find clear information on how to set the system up in order to achieve that.

Alert is always for the same kind of event (customer update between our ecommerce and CRM) but every time with a unique customer information inside (so i don't want to deduplicate).

I want to track all alerts to have some measure of how many we receive, but no action is needed so I want to close them as soon as we receive.

Thanks for guiding me through the necessary steps.

[Joseph Chung Yin · Accepted solution]

@Nicola Carraro -

You can also just contact Atlassian Support team (https://support.atlassian.com) for their direct assistance on this specific question.  Let us know what they shared with you, so we can all be informed.

Sorry.

Best, Joseph Chung Yin

[Nicola Carraro]

Glad to share that support had the answer.

1. Open the team (there is no Global Policy for notifications)
2. Create a Notification Policy
3. Set any criteria on the alert filters
4. Select Close and then set a time

Solution was documented (What are notification policies? | Jira Service Management Cloud | Atlassian Support) but never showed up when I searched for this topic.

[Chrissy Clements]

Hey @Nicola Carraro 

Have you tried setting an alert policy? 

Steps:

• Go to Policies > Alert Policies

• Create a new Auto-Close Policy

• Set conditions to match “informational” alerts:

  • e.g. priority = P5 or tags includes informational or source = monitoring-tool-X

• In the Action section, set:

  • Auto-close alert after X minutes (e.g. 1 or 5 minutes)

This works great when alerts don’t need agent involvement.

[Nicola Carraro]

@Chrissy Clements tried your solution, but all it did was add another choice on the dropdown list of available actions (triggering it manually also did nothing).

@Joseph Chung Yin I'm using global policies to edit all the incoming alerts. 

I'm reaching out to support and I promise to share here my findings.

[Marc - Devoteam]

Hi @Nicola Carraro 

You can create an automation on a Team and within the automation use condition(s) and web request to the JSM ops API

Using web request the API will allow you to close alerts

[Nicola Carraro]

thanks for your answer @Marc - Devoteam 

Still, I'd assume that there must be some other way to do it, since the ability to close alerts with rules/policies is mentioned in the documentation.

[Marc - Devoteam]

Hi @Nicola Carraro 

Which documentation are you referring to Opsgenie or the Jira Operations, can you share the one used?

Be aware that Opsgenie will be discontinued.

[Joseph Chung Yin]

@Nicola Carraro -

Thanks for @Chrissy Clements  pointing out the functionality in her suggestion.  Please take a look at the following article - https://support.atlassian.com/jira-service-management-cloud/docs/what-are-alert-policies/

NOTE: As stated in the article that this new feature is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

Best, Joseph Chung Yin