The right way to create alerts from Jira Incidents

[Benjamin Dombrowsky _D4Digital_]

Hi there,

since the integration of OpsGenie into Jira Service Management, I haven't done much with the OpsGenie functions - hence the question about the best way for my requirement.

The requirement:

If the priority is “Highest” and it is outside of business hours, an alert should be created from an incident to inform the on-call team.

My approach was (demo case):

1. I created a Jira Team “Service Team”

2. created a project sync between my Jira project and the OpsGenie / Operations

However, this only works halfway. In my sync there is a “Create alert” rule, which I have restricted to the priority -> this works.

My rules for “Close” and “Acknowledge” do not work and I can't get them to work (both the one that was created in the standard and the one that I customized). The “Add note to alert” rule works again. In other words, a status change has no effect on my alert - I don't see the change in the alert at all. It seems as if the sync is not working at this moment. The other direction then works again, i.e. closing the alert is visible in my process.

Hence my question(s): Am I going the current right way for my requirements and does anyone have an idea why my status changes in Jira do not lead to acklowledge or close my alert?

Thank you very much!

[Connor]

Hi @Benjamin Dombrowsky _D4Digital_  I ran into this same issue, and I found the problem was I was incorrectly spelling the status names. I think you need to correct the spelling of "Work In progress" to "Work in progress", note the capitalization of "In". I'm not sure why your close alert rule wouldn't be working though, unless you've changed the spelling of the "Closed" status. For that one, I suggest running a few tests and then looking through the JSM ops audit log to see how it's interpreting the action and matching against your sync rules. Maybe a rule from another sync is taking precedence?

My rules are similar to yours, except I'm using a regex match for the statuses as we have a few statuses that need to trigger the close/acknowledge alert rules. Here's a screenshot of mine as an example: