Why do I get different owner formats when I check the details of an alert?

[alyne.grieger]

I have a webhook integration configured so that when it receives an ack, it sends a  notification. However, I noticed that sometimes the owner comes in email format and other times it comes with the user ID. Why does this happen?

[Brennan Kiely · Accepted solution]

This typically happens if the alerts are being ack'ed from a chat application. You'll want to make sure your users have connected their chat user to their OG user to make it so the ID shows up for all of them moving forward.

https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-slack-app/#Chat-User-Mapping

https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-microsoft-teams-v2/#Chat-User-Mapping

[alyne.grieger]

Thank you!