Want to fix Priority Mapping of Site24x7 Alerts in Opsgenie

[iraaj]

We attempted to prioritize Site24x7 alerts in Opsgenie using two separate integrations based on severity level, but the current setup is not working as expected. ✅

Our Approach (Already Implemented):

Integration 1: Critical/Down Alerts Sends only alerts with CRITICAL or DOWN status. Mapped to P1 priority in Opsgenie.

Integration 2: Trouble Alerts Sends only alerts with TROUBLE status. Mapped to P2 priority in Opsgenie.

Current Issue: Despite the segregation, TROUBLE alerts are still being routed through Integration 1, which assigns P1 priority. As a result, TROUBLE alerts are incorrectly classified as P1 in Opsgenie instead of P2.

Action Required: Investigate and fix the routing issue causing TROUBLE alerts to be processed by the wrong integration.

Ensure: CRITICAL/DOWN alerts always go through Integration 1 → P1 TROUBLE alerts always go through Integration 2 → P2 Optionally, add filtering/tagging logic or custom alert processing rules within Opsgenie to enforce this behavior if Site24x7 limitations exist.

Example Case: Affected Monitor: ip-x-x-x.region-x.compute.internal Site24x7 Monitor ID: xxxxxxxxxxxx

Alert Message: status is: DOWN Incident raised as P1 even when status was TROUBLE in Site24x7.

Please suggest a reliable solution to ensure correct prioritization of alerts in Opsgenie based on the actual severity from Site24x7.

[Nayan Pandey]

Hello Iraaj, 

Thank you for reaching out to Opsgenie Community. 

To resolve the issue of incorrect prioritization of Site24x7 alerts in Opsgenie, follow these steps:

1. Verify Integration Configurations

• Integration 1 (Critical/Down Alerts):

  • Ensure that the integration is configured to filter only alerts with CRITICAL or DOWN status.

• Integration 2 (Trouble Alerts):

  • Confirm that this integration is set to process only alerts with TROUBLE status.

2. Check Alert Routing Rules

• Review the routing rules in Opsgenie for both integrations. Ensure that:

  • Alerts from Integration 1 are mapped to P1 priority.

  • Alerts from Integration 2 are mapped to P2 priority.

• If there are overlapping rules, adjust them to avoid conflicts.

3. Add Filtering Logic

• If Site24x7 sends alerts with overlapping statuses, use Opsgenie's filtering/tagging logic:

  • Add a condition in Opsgenie to check the STATUS field of incoming alerts.

  • Route alerts with TROUBLE status explicitly to Integration 2.

If the issue persists, consider reaching out to Opsgenie support by raising a ticket for further assistance.

Regards,
Nayan