youngmon/atlassian-qna huggingface dataset:
Do not create alert for e-mail replies
Asked by Mike Hang TR:

We have OpsGenie set up so when our 3rd party partner has something to report, they e-mail the OpsGenie alert e-mail. An Alert is then created.

Problem is when people "reply" to that e-mail chain, a separate new alert is created for every single reply.

I keep begging our users not to reply, but they do it anyways.

How do I get OpsGenie to either automatically close (or better yet not create one to begin with) alerts created by people replying to the original message? If it helps, all "reply alerts " start with "Re:" ... is there maybe a filter ignore "Re:" or something like that?


Answers:
author: Nick H
body: Hi [@Mike Hang TR](/t5/user/viewprofilepage/user-id/5180950) ,

If you have access to the [Advanced tab](https://support.atlassian.com/opsgenie/docs/use-advanced-integration-settings/) of the integration, this should be possible.

Note that this tab is only included with the Opsgenie standalone Standard and Enterprise plans, or the JSM/O Premium and Enterprise plans. Under this tab, you'd want to configure one of two things:

1) Adjust what parses in the alias field of your alerts, and have the *Conversation Subject* parse as the alias. This will always parse the initial subject of the email in the alias even when there are replies, forwards, etc.:

![email2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/248052i74F8FE397816E93D/image-size/large?v=v2&px=999 "email2.jpg")

Replies to the email will simply increase the count of the alert, or [deduplicate](https://support.atlassian.com/opsgenie/docs/what-is-alert-de-duplication/) them, so your users are only notified of the initial alert, and not the increased counts.

2) Configure an Ignore action that does **not**create alerts for when a reply is made to the email thread. Might look something like this:

![email3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/248053i41AF9C34F32D504F/image-size/large?v=v2&px=999 "email3.jpg")

comments: author: Mike Hang TR
body: Especially thank you for providing the screenshots. It is something that I can show management and will make it much easier to sell them on upgrading to a paid plan.


author: Riley Venable
body: You can create an email filter in Opsgenie that will help you ignore emails that contain "Re:" in the subject. To do this, go to the Advanced Email Integration Settings and create a "Create Alert" action with a filter that excludes emails containing "Re:" in the subject line.
DeadMansSnitch
Asked by Henrique Oliveira:

PagerDuty has an integration called DeadMansSnitch, which creates an alert when another alert is not firing.  
Is there anything related in OpsGenie?  
A basic use case, I have an alert that is always triggered, if I don't get that alert it means something in my alert pipeline is broken and I might not be getting alerts.


Answers:
author: Nick H
body: Hi [@Henrique Oliveira](/t5/user/viewprofilepage/user-id/2170084) ,

Closest thing Opsgenie has to that would be [Heartbeats](https://support.atlassian.com/opsgenie/docs/add-heartbeats-to-monitor-external-systems/).

The idea with Heartbeats is to ensure there is connectively established between your external systems and Opsgenie. If Opsgenie does not receive a "ping" from your external system over a specified amount of time, an alert will automatically be created to notify your users.

Heartbeats take the form of an email address so if your system or external tools can trigger emails, they can easily integrate with Opsgenie. Otherwise, you could configure some sort of job / script to ping the Heartbeat as well.


author: P?teris Caune
body: [Healthchecks.io](https://healthchecks.io/), a similar service to DeadMansSnitch, has integrations for both PagerDuty and OpsGenie (and other services).

You can send the "pings" over HTTP(S) or email. Healthchecks supports multiple ping types: the default success, "fail", "start". By explicitly reporting failures, you can receive failure notifications sooner. If you send "start" pings, Healthchecks will measure and monitor job durations.


Tags: cloud
Do not notify when closing Opsgenie Alerts, permanently
Asked by Mike Hang TR:

Historically, I'd follow something like this, where I'd change the notification scheme, close all the dead tickets, and put it back on track: <https://community.atlassian.com/t5/Jira-Service-Management/Close-ticket-without-notifying-reporter/qaq-p/1937843>

But after doing it for the 100th or so time, it gets tiring. We do not care to know when tickets get closed, only opened.

Is there a way to permanently suppress notifications when closing alerts?


Answers:
author: Nick H
body: Hi [@Mike Hang TR](/t5/user/viewprofilepage/user-id/5180950) ,

Users are notified when an alert is closed through their Close Alert notification rule.

So each user would 1) either need to disable or remove this rule from their Notifications tab:

![close1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/248217i0F3166FD34E0C5DF/image-size/large?v=v2&px=999 "close1.jpg")

Or 2) You could configure a [Central Notification Template](https://support.atlassian.com/opsgenie/docs/create-a-central-notification-template/) that applies to your users' roles, and does not include a Close Alert rule:

![close2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/248218i9D39FA4E7A20ED39/image-size/large?v=v2&px=999 "close2.jpg")![close3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/248219i11A9504A2F38149D/image-size/large?v=v2&px=999 "close3.jpg")

There is not a way to permanently suppress notifications when closing alerts. Again, the Close Alert rule would not have to exist (or be disabled) for users to not get notified of closed alerts.

A few things to note about CNTs as well;

1) CNTs are only included with the Opsgenie standalone Standard and Enterprise plans, or the JSM/O Premium and Enterprise plans.

2) CNTs standardize ALL notification rules to the users its assigned (which is dependent on their account role). If you apply a CNT to a role, the users with this applied would not be able to edit or adjust any of their notification rules. So I suppose you could temporarily enabled the CNT when bulk closing alerts, then disable it once it's completed.

comments: author: Mike Hang TR
body: Looks like the notifications route is also paywalled. No option to adjust Closed Alerts there, only when they are New Alert and when our shift is starting.

I greatly appreciate the screenshots with the detailed answers!
After creating an on-call rotation I only see it exported for 1 month
Asked by Guillermo Vay?:

I have added a new rotation to an existing schedule. Looking at it in OpsGenie appears to go into August as intended, but subscribed calendar only shows until May 31st (2 months and 4 days from now)  

This happens on 3 different schedules I just modified today.  
Is there anything I have to do to make it visible up to August?  

Edit: Exporting the calendar does show the rotation up to August correctly


Answers:
author: Nick H
body: Hi [@Guillermo Vay?](/t5/user/viewprofilepage/user-id/5180942) ,

I believe exporting schedules will only pull the future 3 months at this time, but there's an open feature request to extend this length that you can follow, vote and watch for here:

<https://jira.atlassian.com/browse/OPSGENIE-461>

comments: author: Guillermo Vay?
body: Thanks Nick!  

Is this "up to 3 months"? in my case it only gets until the end of May and counting from today that's not 3 months, or does it get updated once we start April?  

Trying to figure it out to communicate properly with my org, so people don't get confused


author: Guillermo Vay?
body: I've also voted [@Nick H](/t5/user/viewprofilepage/user-id/2540930), thanks for the suggestion!  


Tags: cloud
Opsgenie to Icinga2 Communication Issue
Asked by Martin Rei?ner:

Hello,

I'm struggling getting the communication between Opsgenie and Icinga2 to work. From OG to I2 everything works great but I'd love to be able to Ack Alerts in Opsgenie and have them Ackd in Icinga2 automatically. I set everything up according to the Documentation but when triggering an Ack in Opsgenie I see the following error in the Activity Log:

```
Executed [Acknowledge] action via OEC[integrationId: <omitted> integrationType: Icinga2] with errors. Reason: Err: exit status 1, Stderr: Traceback (most recent call last): File "/home/opsgenie/oec/scripts/actionExecutor.py", line 10, in <module> import html ImportError: No module named html 
```

The weird thing is that the script seems to be executed not on our Icinga2 Server as I can modify or delete the actionExecutor.py script there without any changes to the error.

Can someone point me in the right direction on where to look?


Answers:
author: Muhammad Zeeshan
body: Hey [@Martin Rei?ner](/t5/user/viewprofilepage/user-id/5178712) ,

We will need you to reach out to our Support team via: <https://support.atlassian.com/contact/> so we can request access to your OEC configuration which contains private information (and this is a public platform) and then assist you accordingly.

Best regards,

comments: author: Martin Rei?ner
body: Hello [@Muhammad Zeeshan](/t5/user/viewprofilepage/user-id/2797972) , thank you. For now I have an idea what might be the cause of this and we will try this first.  
I think it might be caused by another Icinga2 Integration/OEC in our Opsgenie where the icinga_server Variable is not configured in OEC and thus Opsgenie can't properly differentiate between the two instances. I'll report back if that does not fix it.


Tags: cloud
Automate JIRA Cloud ticket status once OPSGenie alert has been acknowledge
Asked by AKMAL FAIZ BIN ADIDAN:

Hi everyone,

Currently I've setup OPSGenie and JIRA Cloud to work together, what I have so far is when JIRA ticket has been raised. Opsgenie alert will be send to oncall engineer. Once the engineer has acknowledge the alert from OPSGenie he can start working on the ticket (**To Do** -**In Triage** -**In Progress**)

Is there any way I can automate :

i) Once the alert has been acknowledge the ticket will auto move status from (**To Do** to **In Triage**)

or

ii) Once JIRA ticket move status from (**To Do** to **In Triage**) alert in OPSGenie will auto acknowledge


Answers:
author: Nick H
body: Hi [@AKMAL FAIZ BIN ADIDAN](/t5/user/viewprofilepage/user-id/5177329) ,

I believe both are possible.

1) "Once the alert has been acknowledge the ticket will auto move status from (**To Do** to **In Triage**."

Opsgenie out-of-the-box cannot map to the status, In Triage. We have a few feature requests for this functionality you can follow, watch and vote for here:

<https://jira.atlassian.com/browse/OPSGENIE-157>

<https://jira.atlassian.com/browse/OPSGENIE-605>

The workaround is having Opsgenie post a comment on the issue when an alert is acknowledged. Then configure an [automation rule](https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/automation#overview) that filters on the comment, and transitions the status of the issue. Might look something like this:

![auto4.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/247368i86241DD7852D2C93/image-size/large?v=v2&px=999 "auto4.jpg")

![auto5.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/247369i00DAB5CC73DF0A20/image-size/large?v=v2&px=999 "auto5.jpg")

![auto1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/247362iBDD667E22E2B6066/image-size/large?v=v2&px=999 "auto1.jpg")

2) "Once JIRA ticket move status from (**To Do** to **In Triage** ) alert in OPSGenie will auto acknowledge."

This should be possible within the integration. You'd want to edit your Acknowledge Alert action under the Alert automation rules section. By default this action filters on the status, In Progress - but you'd want to adjust that to In Triage:

![auto2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/247364i3F19D39762AF392E/image-size/large?v=v2&px=999 "auto2.jpg")

Hope that helps.


Tags: alert

automation

issue

jira
Understanding Outgoing Flow to Solarwinds
Asked by Nick Ragsdale:

Hey folks! I'm a new user trialling OpsGenie and hoping to add it to the organization as a way to monitor and address alerts on the go.

I've already gotten the integration set up on the Solarwinds side; alerts created for certain criteria do successfully create an OpsGenie alert. I've also installed the OEC for Solarwinds on the same Windows host as the Solarwinds instance and confirmed the service is running, and have whitelisted the appropriate Amazon SQS hosts (been working with Support on this for a bit, shoutout to Jonas).

Unfortunately, it seems some part of this integration still eludes me - the reverse flow for OpsGenie to acknowledge or close Solarwinds alerts does not function. Given that I have the big boss breathing down my neck, I thought I'd try pinging the community as well. The global block for the config.json is below:

```
{

  "apiKey": "theKey",

  "baseUrl": "https://api.opsgenie.com",

  "logLevel": "INFO",

  "globalArgs": [],

  "globalFlags": {

    "url": "https://localhost:17778",

    "hostname": "hostname",

    "login": "dummyName",

    "password": "workingPass"

  }

```

I'm really kind of lost here and don't really want to have to pursue another solution, but without getting this integration working before our trial ends next week, I'm afraid I'm going to have to switch to an alternative. Let me know any other context or information I can offer and I'll be glad to supply it here.  
Thanks!


Answers:
author: Nick Ragsdale
body: In case anyone else is giving a Solarwinds/OEC integration on Windows a try going forward: our snag was the environmental variable for %PATH% being set at the user level during Python installation. We had to set it at the system level and restart the service, and voila - everything works as intended.


author: Nick H
body: Hi [@Nick Ragsdale](/t5/user/viewprofilepage/user-id/5172375) ,

I think we would want to review a few other things to troubleshoot the issue you are facing such as the OEC logs, stdout or stderr logs, /var/log/opsgenie, etc. - but I would suggest also opening a ticket with [Opsgenie support](https://support.atlassian.com/opsgenie/) again.

We should also be able to extend your trial as well so you are able to get this working as expected.

Once the issue is resolved, we can resurface here and share our findings / steps to troubleshoot this.

comments: author: Nick Ragsdale
body: Hey fellow Nick,

Thanks for the prompt reply. I do find it interesting that /var/logs/opsgenie is being referenced both by Atlassian support and by the documentation - that looks like a \*nix path to me, not Windows, and there's definitely no directory structure like that in the OEC. I've also been unlucky enough to not get any stdout or stderr logs in the output folder.

I'll bump the open ticket with the full config.json file and the Python script that I've shamelessly appropriated from another forum and adapted for our environment.

Thanks again!


Tags: cloud

solarwinds
New Relic Template Teams Recipient Values
Asked by allan:

Trying to get the opsgenie webhook following these instructions

<https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-new-relic-alerts-new/>

Testing the notification isn't yielding an alert. Is there something that needs to be explicitly set for \`teams\` and \`recipients\` in the template?


Answers:
author: Nick H
body: Hi [@allan](/t5/user/viewprofilepage/user-id/5176045) ,

Can you check if the test alert triggers through the Default API? You would need certain permissions to view this alert as it would not be assigned to a team. Only account Admins and Owners by default have access to all alerts - so if you are an account User, you will not have access to view this.

This is how Opsgenie handles test alerts for some integrations - so the connection can be tested with the actual integration/notification processing taken out of the equation, but ensures there is a connection with Opsgenie. Real alerts created by the integration moving forward will trigger through the integration, and notify as expected / send to the team assigned to the integration.
How to remove/uninstall opsgenie integration with Microsoft Teams
Asked by Welly Hung:

How to unregister/unmount specific API key in Microsoft Teams V2 integration


Answers:
author: ratnakumar_ch
body: [@Nick H](/t5/user/viewprofilepage/user-id/2540930) I have followed above process but still I am unable to disconnect the opsgenie key from teams channel. Can you please help

comments: author: Shashwat Khare
body: Hi [@ratnakumar_ch](/t5/user/viewprofilepage/user-id/5583677) ,  

Could you please help elaborate on what's happening here?  

When you use the Opsgenie connect command, are you seeing a message with a hyperlink to the "To disconnect, click here" option as shown in Nick's screenshot?  

Best,  
Shashwat


author: ratnakumar_ch
body: This is the hierarchy in teams. So, I want to disconnect from ARS alerts group and add the opsgenie setup in Subtittles group. This is my requirement.

![2024-09-04_12-10.png](https://community.atlassian.com/t5/image/serverpage/image-id/345440iD26680F5D8A02455/image-size/large?v=v2&px=999 "2024-09-04_12-10.png")

I have tried to disconnect opsgenie setup using above mentioned steps in ARS alerts group and want to setup opsgenie in Subtitles alerts. But the alerts are still being routed to ARS alerts group


author: ratnakumar_ch
body: [@Shashwat Khare](/t5/user/viewprofilepage/user-id/5070894) Can you please help


author: Shashwat Khare
body: Hello [@ratnakumar_ch](/t5/user/viewprofilepage/user-id/5583677) ,  

Can you please disconnect the Teams integration from Microsoft Team as a first step?  

Next, please delete the Teams integration in your Opsgenie account , recreate the Opsgenie integration and then configure the Teams Bot again following the steps [here.](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-microsoft-teams-v2/)  

Best,  
Shashwat


author: Nick H
body: Hi [@Welly Hung](/t5/user/viewprofilepage/user-id/5176449) ,

I believe you can use the [**@opsgenie connect**](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-microsoft-teams-v2/#Commands-you-can-send-to-the-bot) command disconnect the API key / integration. You'll then be prompted with this response:

![mst1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/247373iA234BADBC531674A/image-size/large?v=v2&px=999 "mst1.jpg")


Tags: cloud
How can I have 2.5 day on-call rota for working hours?
Asked by Stuart Mingay:

Hi

I would like my team to be on-call, in rotation, from Monday 9AM until Wednesday 12PM, with the new on-caller starting Wednesday 12PM until Friday 4PM.

I don't believe this can be done currently. Am I wrong?

Thanks

Stuart


Answers:
author: Nick H
body: Hi [@Stuart Mingay](/t5/user/viewprofilepage/user-id/5082482) ,

I think that can be done, but would probably require two rotations since the length of each is a bit unique.

1. Monday 9AM - Wednesday 12PM
2. Wednesday 12PM - Friday 4PM.

Might look something like this:

![2.51.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/246806iEB711E532E739654/image-size/large?v=v2&px=999 "2.51.jpg")![2.52.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/246804i1F4AF2E075714145/image-size/large?v=v2&px=999 "2.52.jpg")![2.53.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/246805iE9D2BF14D7339520/image-size/large?v=v2&px=999 "2.53.jpg")

comments: author: Stuart Mingay
body: Hi Nick

Thanks for your suggestion. However that wouldn't work for us as we have a team of 7 that we want on a strict next-in-line rotation. To achieve that, given that 7 is a prime, we would need 7 rotations!

Anyway, this can be done if yo get the whole week as 168 hours (24 hours X 7 days) , and since you want just half the week you then divide it by 2 and say that each shift has a custom rotation time of 84 hours.

Seems to work so far.

Thanks

Stuart


Tags: cloud
ExtraProperties - Extract one and add to description
Asked by Mark Hayter:

Hi

In our extra properties we have an ID, SYS_ID

I want to use a policy to state that when an alert comes in, extract that extra property value and add it to a URL so the user can click on it

eg

ExtraProperties

SysID 1234

IN Policy, extract and in {Description} add [www.myURL.com?id={extraproperties:sysIDValue](http://www.myURL.com?id={extraproperties:sysIDValue)}

Is that possible?


Answers:
author: Nick H
body: Hi [@Mark Hayter](/t5/user/viewprofilepage/user-id/5173118) ,

That should be possible with something similar to the URL you shared above. This Community Article might help with extracting the extra property / field: [How to Extract Custom Fields and Data into an Alert](https://community.atlassian.com/t5/Opsgenie-articles/How-to-Extract-Custom-Fields-and-Data-into-an-Alert/ba-p/2133902)

Once you are able to determine what is needed to extract that field, you can add the URL into the description field of the alert - which can be done under the [Advanced tab](https://support.atlassian.com/opsgenie/docs/use-advanced-integration-settings/) of an integration. Note this tab is only available on the Standard and Enterprise / JSM/O Premium and Enterprise plans.

comments: author: Mark Hayter
body: Thanks. So how would I know what the name of the extra property is and what the syntax is to use that and add to the description of an alert?


author: Mark Hayter
body: Is there a way to do it all within the ui without having to find out what the custom field name is in the api


author: Nick H
body: "*H* *ow would I know what the name of the extra property is and what the syntax is to use that and add to the description of an alert*?"

It would depend how the field is being parsed in the payload.

"*Is there a way to do it all within the ui without having to find out what the custom field name is in the api*?"

You can check the Logs tab, but sometimes logs will be truncated - so it's best to extract the entire payload into the alerts to 1) see if your custom field is even being parsed in the payload, and 2) give you an idea of what syntax is needed to extract it.

I would suggest reviewing the Article linked in my last response as this is all covered in it.