Service-Now Opsgenie Intergration Sub-groups

[Steve Austin]

Hi all

We have a SNow <-> Opsgenie bidirectional integration set up and working.  We have assignment groups to teams set however we have a few exceptions where within an assignment group it's subdivided into two groups who are SMEs of specific area for example Exchange is supported by 2 engineers out of a group of 6.

How can we configure OG to detect the if a particular ticket is for this sub group and contact them instead?

[Nayan Pandey]

Hello Steve, 

Thank you for reaching out to Opsgenie community! I am Nayan from the Opsgenie Support team, happy to help you. 

To address the scenario where you have a ServiceNow <-> Opsgenie bidirectional integration and need to configure Opsgenie to detect and contact specific subgroups within an assignment group, you can follow these steps:

1. Tagging and Routing Rules: Use tags or custom fields in ServiceNow to identify tickets that belong to specific subgroups.
   For example, you can tag tickets related to "Exchange" with a field value.

Once you have the tags added to the SNOW payload being sent to Opsgenie, you can consider one of the below options to filter the alerts and route it to specific individuals or teams. 

Option 1:

Modify the Integration Settings for SNOW: Create an additional alert processing rule for the SNOW integration which filters the alerts based on the tags added and then assigns the relevant team/individual to the alert. 

Option 2:

Create Alert Policies under Teams or Globally: Set up alert policies in Opsgenie to direct alerts to the appropriate subgroup or individuals based on the tags or custom fields. You can create an alert policy that checks for the presence of the "Exchange" value and modifies the alert to add the specific engineers responsible for Exchange. 

Go to Teams -> Policies -> Add Alert Policy. 

By implementing these strategies, you can ensure that tickets are routed to the appropriate subgroup within your assignment groups, improving response times and efficiency.

I hope the above information is helpful. Please do let me know if you have any further questions/queries and I'd be happy to assist. 

Regards, 
Nayan