Opsgenie Slack integration - notify responder escalation alerts to channel

[florencia_fdiaz]

Hi!

I'm trying to configure Slack integration to send an specific Escalation within an Opsgenie team to a Slack Channel.

Only alerts sent to the team as Responder are notified in Slack, but not the ones with the Escalation as Responder.

How can I get the latter ones be notified?

Thanks in advance

[Chen Mendel]

Hi @Egor @Brendan Conrad , I am having the same issue. When my escalation is being added as Responders, I am not getting slack notification at all. When it's the schedule Responder, I get the notifications.
I don't see the "Include Escalation Notifications" option. Where should I see it?

[Chris DeGidio]

@Chen Mendel hi there,

I am not sure where Brendan collected the information about an option for "include escalation notifications" This is not within the integration settings. In order for a slack integration that is owned by a team to fire off and post in slack it does have to be assigned to that team and not only the escalation. 

[Chen Mendel]

Hi @Chris DeGidio !

---

Thanks for the answer.

Our slack integration is assigned to the team which has the escalation. 

What do I need to do so escalation alert will be sent to slack as well? We get slack messages only when the team is assigned as Responder and not the escalation.

[Chris DeGidio]

hi @Chen Mendel it is not possible to fire the slack integration when the alert is assigned to a specific escalation. The alert needs the actual team name on it as the responder to fire the slack integration 

The work-around would be to just the alert creation so that it includes the team name and then use the teams routing rule to apply the escalation

[Chen Mendel]

I think this is what we have now but looks like the route policy happens before the slack integration.

I am pretty sure that we have a custom policy too about that. Maybe the policy applied before the slack integration?

[Chris DeGidio]

@Chen Mendel feel free to submit a support ticket at support.atlassian.com. Select technical issues and Opsgenie

I can pick it up, get auth into the account and give you best guidance on your exact configuration.

Thanks!

[Brendan Conrad]

@florencia_fdiaz It seems your Opsgenie alerts only reach Slack when sent to team responders, not escalation responders. Check your Slack integration settings in Opsgenie and ensure the "Include Escalation Notifications" option is enabled. This setting explicitly controls whether escalation-targeted alerts and team-targeted alerts appear in your Slack channel.

As an enhancement to your Atlassian stack, incident.io can work alongside your existing setup. It integrates with Slack and Jira, offering configurable escalation paths that complement your current workflow. Many teams find value in using incident.io's alert routing capabilities while maintaining their Atlassian environment, creating a cohesive system that leverages the strengths of both platforms to ensure alerts reach the right people at the right time.

[Egor]

Hey Florencia,
Thanks for reaching out to Atlassian Community!

To ensure that alerts with an escalation as a responder are notified in Slack, you need to verify a few key configurations.

First, check the Slack integration settings in Opsgenie. Ensure that the integration is configured to notify alerts for all responders, including escalations. Specifically, confirm that the "Create" action is enabled in the integration settings.

Next, review the routing rules and escalation policies for the team. When an escalation is added as a responder, Opsgenie uses the escalation policy to determine who to notify and when. Make sure the escalation policy is correctly configured and that the Slack integration is included in the notification flow.

Additionally, ensure that the escalation is explicitly added to the "Responders" field when creating alerts. This step is crucial, as it triggers the escalation policy and ensures that notifications are sent to the appropriate channels, including Slack.

Finally, test the setup by creating a test alert with the escalation as a responder. If the notification still doesn’t appear in Slack, review the integration logs in Opsgenie to identify any issues.

If these steps don’t resolve the issue, it might require further investigation into the specific integration or escalation setup. 

Best Regards,
Egor