youngmon/atlassian-qna huggingface dataset:
Connecting Opsgenie with Jira Server/DC
Asked by Olena Kharchenko:

Hello,

I am planning to connect Opsgenie to a Jira Server instance, which works using OEC.

My question is if there is any possibility to link the Jira Server issues in Opsgenie within the incidents or in the postmortem reports. As far as I know, this feature (lnking) works only with the Cloud products, given Opsgenie and Jira are in the same site.

Did anyone manage to use OEC in order to make linking possible also for the Server products? Are there any workarounds?

Thanks for your ideas!

Best regards,

Lena


Answers:
author: Allen Barnard
body: Hi Olena,

Yes, we have some limited related object identifying between Jira Server and Opsgenie when using OEC, [our default Jira OEC script](https://github.com/opsgenie/oec-scripts/blob/master/JiraServiceDesk/scripts/actionExecutor.py) can be used to write the Alias of the Opsgenie alert as a label in the corresponding Jira issue. And OEC will also write the corresponding Jira issue number in the extra properties of the Opsgenie alert. Please note both are text values not links you will need to copy-paste them for manual searching in either Opsgenie or Jira respectfully.

Thanks and kind regards,

Allen


Tags: jira-server
Auto-close SNS alerts within OpsGenie
Asked by Manuel Rodriguez:

Hello,

I've configured an SNS topic for when a cloudwatch alarm triggers an "Alarm" state. I can receive the alarm in Opsgenie, but if the alarm state changes to "OK" the opsgenie alert does not autoclose.

I've also tried introducing an additional Cloudwatch trigger for when the alarm is "OK" to publish a message back to Opsgenie. This unfortunately just creates a new alarm within Opsgenie.

How can I can figure an alarm that heals in AWS to autoclose in opsgenie via the SNS integration?

Thanks!


Answers:
author: Connor Eyles
body: Hi [@Manuel Rodriguez](/t5/user/viewprofilepage/user-id/4103504)

Thanks for reaching out!

If your close action is creating a new alert then this would mean that the incoming payload being sent from AWS is matching one of your create actions defined on the integration.

Opsgenie uses a top down rule processing method, for a close action to be triggered the incoming payload must not equal any of the create actions above it.

Without understanding what exactly is at fault here I would suggest reviewing your create actions to ensure they dont match the payload being sent from AWS. For example if you have a create action which has a condition to match all alerts then by default the close payload will match the create action.  

![Image 2021-10-15 at 12.47.25 pm](https://p-25foddj.b0.n0.cdn.getcloudapp.com/items/12uP618A/4dfa3285-667e-4e2a-aee6-ce80176dc0da.jpg?v=3cba74d405428034a30ad09f0849cc04)

Let me know if this helps resolve your issue for the alerts not closing :)

Thanks,  
Connor
Alert Analytics - custom filter saved
Asked by Donny Gison:

Is there a way to keep / save the filter for Alert Analytics? Currently it defaults to last 7 days.

For example, would like to have keep it at annual view so that the team can access anytime. Rather than change the filter everytime.


Answers:
author: Nick H
body: Hi [@Donny Gison](/t5/user/viewprofilepage/user-id/1165413) ,

Unfortunately it's not possible to save custom report filters at this time (like you can save alert searches under the Alert Dash for easy access).

We do have an open feature request for this that I've gone ahead and added you too. That ticket for reference is **ROK-872** ; *Saved filters for Reports*.

Since our tickets are not publicly facing, we'll reach out here if/when this gets added, or have an in-app announcement.

Let us know if we can assist with anything else!


author: Zhi Wei Li
body: +1 to this feature request.

comments: author: Nick H
body: There's now an open feature request for this that can be followed here: <https://jira.atlassian.com/browse/OPSGENIE-325>


Tags: cloud
How to parse multiple tags in an email?
Asked by Doug McGibbon:

I'm using the email integration to pick up alerts from some of our systems and am parsing the email using the advanced string processing. I've managed to parse the alert priority, entity, source and I can parse one tag by using

{{ message.substringBetween("Tags:","#") }}

in the Tags field and including

Tags: Incremental#

in the actual email which will apply the tag "Incremental" to the alert. But I can't figure out how to parse multiple tags so that they appear separately on the alert. I've tried multiple entries in the Tags field in the template, using different substring identifiers, quotes, commas and a few other things, but the all come through as one big tag, so : "Incremental CIG ODS" rather than as three separate tags : "Incremental", "CIG", "ODS".

Thanks

Doug McGibbon


Answers:
author: Darryl Lee
body: Hi [@Doug McGibbon](/t5/user/viewprofilepage/user-id/1173762) ,

This is Darryl, Opsgenie Support. I am here to help. ?

Understand that you would like to parse the tags by extracting from the strings in the Email body with the String Processing Method and separate them by a comma.

Unfortunately, in the current design, this is not feasible as it will be just like you have seen, parsed into 1 long tag.

I have just added you to an existing feature request, **HEIMDALL-2930,** and we will keep you posted on this thread.

*** ** * ** ***

Please note that our Product team reviews all feature requests together and they prioritize those with higher demand to be implemented first and any feature requests will take months until is ready since it needs to go through Design, Development, Testing, and rolling out to Production.

Further, every feature requests tickets are logged on our internal system without public access for our customers.

*** ** * ** ***

Thank you for reporting this here helping us make Opsgenie better! ?

Hope you will enjoy using Opsgenie.

Kind regards,   
Darryl Lee  
Opsgenie Support

comments: author: Doug McGibbon
body: Hi.

Thanks, I suspected as much once I looked at the way it was parsing the data. Note that I also raised a support ticket for this (OGSP-77047) so you might want to head that one off.

Dougie


Tags: cloud
Is there a way to track if a notification about alert sent to a user has failed?
Asked by Saloni Hajare:

For example if I have the sms and email notification in place. The notification is being sent to these platforms however has failed. Is there a way to notify the same user or another user or generate an alert in Opsgenie saying that notification attempt to send sms/ email has failed ?


Answers:
author: Justin Sitarz
body: Hi Saloni!

Justin here, from Opsgenie support - happy to help!

There's nothing that accomplishes what you're looking to do \*exactly\*, but let me walk through a few options that may get you some of the way there:

1) Using our [notification analytics report](https://support.atlassian.com/opsgenie/docs/view-global-notification-analytics/): This allows you to compare the number of attempted notifications to the number of completed/successful notifications - so it can show how many notifications failed to reach a user. Note, though, that this will include phone calls that are unanswered by the user - not just calls that fail for other reasons.

2) Using the alert activity logs: These will show failures in the UI, but won't notify anyone about them - because of this, you can use our Alert API to pull down these activity logs, and parse them to detect notification failures. See the documentation for that here: [Alert API \> Activity Log API](https://docs.opsgenie.com/docs/alert-api-continued#list-alert-logs)

3) You can also use our general purpose [Logs API](https://docs.opsgenie.com/docs/logs-api) to pull down all system logs, which will include notifications failures. To take this a step further, we offer a CLI for interacting with our API called [Lamp](https://docs.opsgenie.com/docs/lamp-command-line-interface-for-opsgenie), which has a command to [download logs](https://docs.opsgenie.com/docs/lamp-command-line-interface-for-opsgenie#download-logs-command) that makes the process much easier. With this, you can pull down all logs for a particular range of time, parse them, and report on the notification failures.

Hopefully this gets you closer to an answer that will work for you, but please let me know if there's anything else I can help with today!

Best,

Justin S.

Atlassian Cloud Support

comments: author: Saloni Hajare
body: Hi Justin, thank you so much for your answer and walking through different methods. This has been very helpful

Best,

Saloni


Tags: cloud
OpsGenie ignore emails from SendGrid
Asked by Eldar Rozencvaig:

Hi,

My airflow is using SendGrid account to send emails,

I'm using it to send emails to my OpsGenie email account but it seems that the emails are blocked somewhere.

My private email is CCd to those emails and I'm getting it just fine, when I forward the mail to OpsGenie email, everything works just perfect.

Any idea ?

thanks!


Answers:
author: Nick H
body: Hi [@Eldar Rozencvaig](/t5/user/viewprofilepage/user-id/4593369) ,

If you do not find anything under the Settings tab \>\> Logs tab of these emails being received by Opsgenie directly from SendGrid, then we'd have to assume something on that mail server is blocking them from reaching Opsgenie.

You may want to connect with a mail admin for help to identify if that's the case. Otherwise, again, check your logs to see whether or not Opsgenie is receiving these without them being forwarded. If nothing can be found then it's most likely on your end / some restriction on the mail server.

comments: author: Eldar Rozencvaig
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930) ,

Thanks for your response.

It was blocked on the Sendgrid side since the email address was marked as Bounced.

I removed it from the Bounced list and now everything works perfectly.


Tags: cloud

email

sendgrid
How to handle concurrent incidents with automatic incident rules defined
Asked by Coltin Rose:

I have stumbled into an issue where my team (incident management) receives an alert for an incident from team A and while managing this incident team B also needs to start an incident so they send an alert to our team as well. Team B alert get's automatically associated to team A's incident.

We rely heavily on slack so this is where most alerts originate from. We tried to make the alerts unique by adding the message as a tag but that doesn't seem to work.

We are open to suggestions.

Thanks in advance!


Answers:
author: Justin Sitarz
body: Hi Coltin,

Justin here, from Opsgenie support - happy to help!

If I'm understanding correctly, it sounds like you have multiple groups channeling alerts to a single team within Opsgenie ('Incident Management'), and that Incident Management team is what contains the rules to spin up new incidents - is that correct?

If so - that may be problematic, as Opsgenie is set up to separate these incident rules out by team. Each team defines its own incident rules, and those rules are only evaluated for alerts assigned to that same team.

So, one potential solution would be to set up team A and team B within Opsgenie, have them each define their own incident rules, and then route each team's alerts to their team in Opsgenie only, resulting in individual incidents for each team.

The other option would be to leave things as they are, and set up some additional filtering on the incident rule/s defined in the 'Incident Management' team. There's not currently a way to dynamically create new incidents, if, for example, there's a unique tag on the triggering alert, but you could add some data regarding the source of the alert (perhaps the team name), and then filter based on that value in the incident rule.

There are potentially other options, but these are the two that jump out as the easiest to implement. However, if you have other questions about this, please feel free to reply here, or start up a new support ticket/chat with us - we'd be happy to help!

Best,

Justin S.

Atlassian Cloud Support

comments: author: Sterling Houghton
body: [@Coltin Rose](/t5/user/viewprofilepage/user-id/1916817) How did you guys end up resolving this issue? I am running into a similar issue as well.


author: Coltin Rose
body: [@Sterling Houghton](/t5/user/viewprofilepage/user-id/4351704) We opted to move from all the incident rules being defined in our team to having them defined for each team in OpsGenie. We then updated our internal docs to include adding our team as a responder if in fact the incident that was created is a true incident. This helped with the transition while the teams were adjusting their alerting so false incidents weren't reported and prevented alert fatigue with my team getting paged for non incidents.

hope this helps!


Tags: cloud
Alert report by Priority per Team
Asked by Donny Gison:

Is it feasible to create a custom report, to show the count of alerts per priority per Team. Can only see alert per Priority.


Answers:
author: Muhammad Zeeshan
body: Hey Donny,

Custom reports are not part of the Opsgenie repertoire, however, if you have access to a BI Tool, you can always export all the alert data using the [Opsgenie API](https://docs.opsgenie.com/docs/alert-api) and use that data in the BI Tool to create your own custom reports.


Tags: cloud
Alert extract including Priority
Asked by Donny Gison:

Is it possible to extract list of Alerts with the Priority value per Alert?


Answers:
author: Darryl Lee
body: Hi [@Donny Gison](/t5/user/viewprofilepage/user-id/1165413) ,

This is Darryl, Opsgenie Support, I am here to help. ?

Understand that you would like to extract a list of alerts with their Priority value contained.

This can be achieved on the [Alert Analytics report](https://support.atlassian.com/opsgenie/docs/view-global-alert-and-user-productivity-analytics/).

#### Steps {#toc-hId--512188494}

1. Navigate to ++Analytics \> Alert Reports \> Alert Analytics++.
2. Click on the **Number of Alerts** , and click **Show Alerts Detailed** or simply **Show Alerts** .  
   ![Screenshot 2021-10-12 at 13.52.37.png](https://community.atlassian.com/t5/image/serverpage/image-id/164483i118EC5300A2C465D/image-size/large?v=v2&px=999 "Screenshot 2021-10-12 at 13.52.37.png")
3. You will find a table with all the alerts returned in the default **Filters** including their Priority. If you want to export it, please click the **Download Results** at the top right corner.  
   ![Screenshot 2021-10-12 at 13.54.42.png](https://community.atlassian.com/t5/image/serverpage/image-id/164484i34246E9468DCDC5D/image-size/large?v=v2&px=999 "Screenshot 2021-10-12 at 13.54.42.png")
4. You may select the flexible options to define the exported format.  
   ![Screenshot 2021-10-12 at 13.56.21.png](https://community.atlassian.com/t5/image/serverpage/image-id/164485iF28A953973AAC1D5/image-size/large?v=v2&px=999 "Screenshot 2021-10-12 at 13.56.21.png")

Hope this is helpful for you and enjoy using Opsgenie. ?

Kind regards,   
Darryl Lee  
Opsgenie Support

comments: author: Donny Gison
body: Now that's an excellent support [@Darryl Lee](/t5/user/viewprofilepage/user-id/3680306) . Awesome!


Tags: cloud
Pincode for incoming call routing
Asked by Junni:

I can't find it in the documentation, so it seems this isn't a feature at the time of writing, but is there a solution to configure a pincode in the incoming call routing?

Use case is that only customers that know the pincode are allowed to get someone on the phone.


Answers:
author: Nick H
body: Hi [@Junni](/t5/user/viewprofilepage/user-id/1130961) ,

Opsgenie's Incoming Call integration does not have a pincode feature at this time.

Having said that, we do have an auto attendant feature that could act as a decent workaround and fit the use case: <https://support.atlassian.com/opsgenie/docs/incoming-call-routing/#Call-forwarding-with-auto-attendant>

You could configure a "pincode" or key into the auto attendant keys, and share this with your customers so it acts like a pincode in order connect with a live Opsgenie user:

![incomm1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/164794iDE6A28E602EDF265/image-size/large?v=v2&px=999 "incomm1.jpg")

I would share the "pincode" or 1234 (above) with my customers. They'd need to enter that when prompted to be connected with a live caller.

Hope that helps! Let us know if you have any other questions

comments: author: Junni
body: Thanks a lot Nick! That's a nice solutions indeed.
Opsgenie and JSM integration
Asked by WasimBuden:

Hello Community,

Need some help in this topic below,

Our use case is receiving monitoring alarams from various monitoring tools via API or Email and we were routing each monitoring alert to a JSM project and it created a ticket, but without any correlation/dedup and other basic alert tool capabilities we were flooded by alerts.

Recently after JSM announced new features like Incidents and alerts on our JSM instance we enabled the features and now I have routed all the monitoring alerts to reach Opsgenie and it inturn creates an Incident in my JSM project. Ever since I've enabled this OG has deduplicated 81% alerts which is a good improvement for us. However, this has now introduced new issues for us, as each time an Incident is created in JSM no matter it's triggered from OG integration or an Incident submitted via portal, we see a notification saying 'update this incident' to use all the features this is because the incident is created before new features were enabled, but this is incorrect and seems illogical.

As both of these tools OG and JSM are under the same cloud account for us, our expectation was the alerts creating incidents in JSM will auto link and talk to each other but it's painful that you need to update the incident and link alerts. Also this is causing slowness and Incidents which have no relevance with OG and created after the features enabled are also asking to update everytime!


Answers:
author: Muhammad Zeeshan
body: Hey Wasim,

Thank you for your feedback and your query! As for the linking of alerts to the Jira Service Management ticket, that was a feature created separately from the Jira Service Management ITSM features; it was an Opsgenie feature to manually link your Jira/JSM issues to your Alerts/Incidents within Opsgenie and vice versa. As you stated, we currently do not have the functionality to automatically link those alerts with those tickets and we do have a Feature Request for such functionality on our internal backlog.

The only automated connection that you can achieve so far is that between an Opsgenie Incident and a Jira Service Management Major Incident; that is the port of the new Jira Service Management ITSM Feature set.

Hope this helps and please feel free to reach out to Opsgenie or Jira Service Management Support for detailed queries and personal issue investigation via: <https://support.atlassian.com/>


Tags: atlassian-support

cloud

jira-service-management
Jira Automation rule to get on-call user
Asked by Raul Gongora:

Hi there,

I need to find a way to get the user who is on-call (Opsgenie) and use it in a Jira automation rule for a specific notification use case. I only want to notify through an automation rule only to the user of the team who is on-call.

Any ideas.

Thanks


Answers:
author: Brennan Kiely
body: Hi Raul,

Could you provide a bit more info about your workflow and use case here? Do you want Jira to reach out to Opsgenie via an Automation rule to find an on-call user, then notify that user via Jira? It sounds like a better option would be to create an Opsgenie alert via a Jira integration and have the notifications handled by the Opsgenie side to notify the on-call user.

<https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/>

-Brennan

comments: author: Raul Gongora
body: Thanks Brennan. Indeed, I want Jira to reach out to Opsgenie via an Automation rule to find an on-call user, then notify that user via Jira.


author: Brennan Kiely
body: Gotcha. Yeah, you'll want to use a Jira integration to create an Opsgenie alert to notify a user from Opsgenie for this.


Tags: automation
Degrading SCOM alerts not transferred to OpsGenie
Asked by michael_stefansen:

We are using OpsGenie to run our on-call schedules and control what SCOM alerts we are routing to our on-call personel.

The routing is working perfectly, when our SCOM alerts goes Healthy -\> Warning -\> Critical -\> Healthy

But the issue starts when the sequence changes to: Healthy -\> Warning -\> Critical -\> Warning

Then I'm not getting a alert state change in OpsGenie and a closure notification by email. This potentially means that my on-call personel would be woken up to check the alert, even that the state has already changed. Some alerts we are adding delay in SCOM before sending, because we know they'll most properly fix themselves again within a given timeperiod, but that's not the case for all alerts and some we want to notify about immediatly, like disks running full.

How can I get OpsGenie to generate a new alert for each state change in SCOM?

Thanks in advance.


Answers:
author: Shivam Naik
body: Hi [@michael_stefansen](/t5/user/viewprofilepage/user-id/4590075) ,

Happy to help!

I would recommend filing a Support request so we can look at your setup more closely for better recommendations on a solution.

But implementation for that could be governed in the [Advanced Settings](https://support.atlassian.com/opsgenie/docs/use-advanced-integration-settings/) of the SCOM integration. For the situation you're describing above, it sounds like you'd like to notified regarding Status updates to an existing alert; you're likely not getting notifications due to [De-Duplication](https://support.atlassian.com/opsgenie/docs/what-is-alert-de-duplication/) . Check the alerts in question to see if they have this occurring there as additional payloads come in to update the status from SCOM. If this is occurring, you might want edit the Alert Filters in Advanced Settings to have new alerts created for specific states you need to be notified about.

Let us know if you have any follow up questions, and please reach out via Support if you've like us to take a look!

comments: author: Michael Stefansen
body: Hi Shivam Naik

Thanks for you reply.

Would "Resolution State" change, if an alert is viewed or acknowledged in OpsGenie and therefore not get updates, as the Alert ID is the same, but we are only getting alerts when "Resolution State" equals "New"?


author: Henrik Schuetze
body: We have the same Issue with Icinga \& Zabbix.

It would be cool, if an degrading of an altert would be reflected in webGUi, JiraCloud Ticket and APP.