Opsgenie configuration

[Hristo Vassilev]

Hi,

I'm setting up Opsgenie for my company and I'm facing several issues:

1. Opsgenie creates an alert each time one of the Incident rules kicks in and generates automatically Opsgenie incident based on Jira incident that comes to Opsgenie via the Jira Software integration. This gives me two alerts for one and the same thing. Is there a way to have only the alert that is created by the Jira Software integration and not to create a second alert for the Opsgenie incident?

2. Once I have an Opsgenie incident (the incident rules I'm using are looking for priority and Source to open Opsgenie incident with same priority) any following Jira software alert with same priority (this is a completely different incident just with the same priority) is getting associated with the previous one. This was I can have only one Opsgenie incident for each priority until I close one of them. How can I disable this auto association mechanism or how can I set a condition to look for unique value in a field that will allow every incoming Jira Software incident to be raised as a separate Opsgenie incident?

Thank you in advance

[Mubeen Mohammed]

Hello @Hristo Vassilev 

Thank you for contacting the Atlassian Community. This is Mubeen.

Regarding the two issues you have raised, please find the details below

1. For your issues I suspect two things may be happening.

• For the two alerts you mentioned you may be referring to an Associated alert(Which is responsible for incident creation) & Responder alert (This alert is responsible for communications to the respective team). If this is the case, the Associated alerts are not meant for any notifications and only the responsible alerts for Incident creation. By product design, you are expected to get these two alerts. More details about Associated alerts can be found at https://support.atlassian.com/opsgenie/docs/associate-an-alert-with-an-incident/
• If the issue is not related to Associated alerts then it is possible that Opsgenie is treating the incoming Jira incident as a trigger for both an alert and an incident creation, which results in duplicate notifications. You can consider reviewing by validating Modify Incident Rules, Review Jira Integration Settings or Leverage Alert De-duplication

2. The issue of subsequent alerts being automatically associated with an existing incident just because they share the same priority stems from how Opsgenie's incident rules are configured.

In summary, the key to addressing both of your issues lies in carefully refining your Opsgenie incident rules and possibly utilizing additional features such as custom actions, unique identifiers, and perhaps leveraging the API for more complex scenarios. Remember, the goal is to ensure that Opsgenie enhances your incident response capabilities without creating unnecessary noise or confusion. Fine-tuning your setup based on these suggestions should lead you towards a more streamlined integration between Jira Software and Opsgenie.

I hope the details provided are helpful. If you require any further clarification with the setup you configured you can open a ticket with us by following the link: https://support.atlassian.com/contact/

Regards

Mubeen Mohammed

Cloud Support Engineer