OpsGenie & ServiceNow Integration – Alias coming in blank , Custom Fields Missing in Alert Payload

[Pratap Nadig B]

When an incident is updated in ServiceNow, a POST request is sent to OpsGenie. 

The payload looks like this:

{ "alias": "", "incidentNumber": "INC545xxxx", "state": "Added Note", "workNotes": "2025-03-06 13:40:34 - User (Work notes)\ntesting alias\n\n" }

The alias field is blank (""), even though it should be set to the incident number.
Other custom fields are also missing in OpsGenie.

[Egor]

Hi Pratap, 
Thanks for reaching out to Atlassian Community! 

The reason your payload from ServiceNow isn't setting the alias and other custom fields properly in Opsgenie is usually due to incorrect field mapping in your integration configuration.

In the payload you've shared, the "alias" field is blank, even though it should reflect the "incidentNumber" from ServiceNow. This usually happens if:

• The alias field isn't correctly mapped in the integration settings between ServiceNow and Opsgenie. Double-check that the Opsgenie integration in ServiceNow explicitly sets the alias to the incident number (incidentNumber).

• Custom fields missing in Opsgenie typically indicates those fields aren't correctly mapped or haven't been defined in your Opsgenie integration configuration. Make sure you've set the correct payload fields, matching exactly the field names and formats Opsgenie expects.

To resolve this, verify your ServiceNow to Opsgenie integration mappings.

Once the integration mappings are correctly adjusted, Opsgenie should receive the alias and custom fields correctly.

I hope this helps! 

Best Regards,
Egor