youngmon/atlassian-qna huggingface dataset:
how to setup a simple webhook ?
Asked by ram kumar:

I product manage a monitoring tool called SnappyFlow and we typically use webhooks with a standard payload to send alerts to incident management tools like Opsgenie.

In the case of Opsgenie, I don't see any documentation for this. I see some reference to a alert api v1 but it is mentioned as deprecated.

What am I missing ? where can I get the POST url ?


Answers:
author: Nick H
body: Hi [@ram kumar](/t5/user/viewprofilepage/user-id/4452025) ,

It doesn't look like Opsgenie has a prebuilt integration with SnappyFlow. Opsgenie also does not have in inbound webhook integration.

So we'll typically see customers leveraging either our Email or API integration when Opsgenie doesn't have something prebuilt, and to integrate with external systems:

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

<https://support.atlassian.com/opsgenie/docs/create-a-default-api-integration/>

<https://docs.opsgenie.com/docs/alert-api>

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


Tags: cloud
Hearbeat reports
Asked by Neha Viswanathan:

Hi there,

I'm currently using Heartbeat to find out whether or not my service is alive. Is there any reporting mechanism to find out the history of when the services were up/down, something similar to the MTTA/R reports.

Thanks for your help!


Answers:
author: Samir
body: Hi [@Neha Viswanathan](/t5/user/viewprofilepage/user-id/4450675) ,

We don't currently offer any sort of reports for heartbeats. We do have a feature request for a report showing when certain heartbeats were expired, but at this time we don't currently have a report showing this information.

I can add you to that feature request.

Thanks,

Samir


Tags: cloud

heartbeat

report
Can I manually notify an team mate after a incident/alert is created.
Asked by Mario:

I'm trying to find out if after an incident/alert is created and the notifications for the on-call team members go out if I can then manually send a notification to a team member from the alert/incident view.

Example:

Alert comes through and the on-call person gets their notifications based on the rules. After further investigation, they need more help but it is after hours. We want to trigger the notification rules again for a certain team member that might be able to help


Answers:
author: connor mcguane
body: For any alert, when click into its page, in the top right click the ... to bring up Add Responders. You should be able to add any user (or team). Depending on that users notification rules and the severity (and other critieria of the alert) it will notify them appropriately.
Wierd Alert created via incident message
Asked by serge calderara:

Dear all,

We use opsgenie with a Dynatrace integration,  
We have define indient rule which create an incident when alert is of P2 priority.

The Incident is properly created but what it is wierd is that, after the incident is created, I can see a new alert ceated and identified as below :

![aTL7NGFsD1.png](https://community.atlassian.com/t5/image/serverpage/image-id/148420i65BD9EF50B4524BF/image-size/large?v=v2&px=999 "aTL7NGFsD1.png")

The real Alert which initiate the incident creation is flag with A ( associated)

Why does it create back a new Alert with flag R (responder) ? which makes people confused

Thanks for clarification

regards


Answers:
author: serge calderara
body: After some research this is default behaviour


author: Howard Nedd
body: This does not really explain the reasoning behind these two alerts. Is there a**reason** why we are getting two alerts?
Alert count behavior in Opsgenie not clear
Asked by serge calderara:

Dear all,

There is some clarification that I try to get on the way opgenie handle alerts.

What I have unserstand is that the unicity of the Alert is handle through the Alias Field.

In our case we map the Alias field to the ProblemID of Dynatrace integration. With that an alert can be automatically closed when a close state message is received from Opsgenie.

Now what is not clear is how Opgenie will handle the count value ?

As an alert is supposed to be unique from the Alias field, how a new alert can be detected as same as an existing open alert in order that opsgenie increse the count value ?  

if a new alert is coming, the alias field will be natively different, does it take in account as well the title ?

Thanks for clarification

regards


Answers:
author: Samir
body: Hi [@serge calderara](/t5/user/viewprofilepage/user-id/3385932)

Alerts de-duplicate based on the alias field as well. so if an alert is created through an integration, and has the same alias field value as an open alert, it will de-duplicate the alert.

As far as what will make it de-duplicate vs *close* the alert, that depends on if it matches the "Create Alert" action of an integration, or the "Close Alert" action.

If it matches the "Create Alert" action filter, and has the same alias as an open alert, it will de-duplicate. If it does *not* match the "Create Alert" action filter, but *does* match the "Close Alert" action filter, then it will *close* the alert instead of de-duplicating it.

Hope that makes sense.

Thanks,

Samir
Migrate from Global notification policies to Team notification policies without big bang switch over
Asked by Jonathon Schofield:

We have \~45 Global notification policies and a similar number of teams of which \~25 are active.

We would like to migrate the **Global** Notification Policies to **Team** Notification Policies in order make them easier to manage.

However OpsGenie doesn't allow global and team notification policies to both be enabled. When team policies are enabled, the global policies are removed.

So it seems the only way to migrate from global to team notification policies is to create all the team policies and then enabled them (removing global policies). This is high risk because every alert would immediately be effected.  

What I would like to do is create team policies for one team and update the global policies to exclude just that one team and then test that alerts are handled properly for that team. This limits the scope of the change and is lower risk.  

Does anyone have a suggestion for how to migrate from global notification policies to team notification policies in a way that mitigates the damage caused by any misconfiguration?  


Answers:
author: Muhammad Zeeshan
body: Hey [@Jonathon Schofield](/t5/user/viewprofilepage/user-id/1273656) ,

I would suggest creating a Test trial account for Opsgenie and using that to Test the Team Notification Policies flow.

You can either populate that Test account with sample configurations or copy the configurations from your main account to the Test account using our import-export tool: <https://github.com/opsgenie/opsgenie-configuration-backup>

You can always reach out to us by creating a Support Request here: <https://support.atlassian.com/opsgenie/> to help you test the configurations and make sure everything works without any drawbacks.

BR,  
Zeeshan from Opsgenie Support

comments: author: Jonathon Schofield
body: Thanks Zeeshan


Tags: cloud
Opsgenie closes new alert when JSD ticket is reopened
Asked by Chris:

Hi,

we setted up a Integration between Jira Servicedesk and OpsGenie, so far all is fine, but we are facing following issue:  

If we close the alert in OpsGenie, the ticket in JSD will get the status "Resolved" (this is fine), but as soon as one of our customer reopens the ticket in JSD we have following situation:

1. Ticket in JSD has status "To Do" (all fine)

2. OpsGenie creates a new alert (a bit strange for us to have a new alert, but ok for us)

3. A few seconds after the alert is opened, it will be automatically closed in OpsGenie (without any user interaction), and status in JSD is still "To Do".

Is there any solution, which can help to solve this issue?  

Thanks and best regards,

Chris


Answers:
author: Chris
body: Hi Brennan,

thanks for your response.  
We were able to solve the behavior by our own, as soon as the reopened alert has the same name \& issue key, it's important that the alert in OpsGenie has diferent tags, otherwhise the alrt will be closed automatically.

Best regards,

Chris


author: Brennan Kiely
body: Hi Chris,

This really *shouldn't* be happening with the default setup of the integration, but the Activity Log tab on the alert should have some information on where the alert is being closed from. I would recommend reaching out to our support team either via the chat bubble or at <https://support.atlassian.com/> so we can request access to log in to your account and get a better look at what's happening here.

-Brennan


Tags: cloud

jira-service-desk
Can I change a participant color?
Asked by dikla:

Each participant is assigned a color and is represented with that color in the schedule preview. Can I change this color?


Answers:
author: Nick H
body: Hi [@dikla eisinger](/t5/user/viewprofilepage/user-id/4444657) ,

Unfortunately it's not possible to change the rotation participants' colors at this time.

We do have an open feature request for this though! That ticket for reference is MORPHEUS-668; *Ability to edit the colors of a rotation*.

Since our tickets are not public, we'll reach out directly if/when there are any developments on this. Let us know if we can assist with anything else!

-Nick

comments: author: dikla
body: Thank you very much for your reply :)


author: dikla
body: Hi,

Any news?


author: christina
body: @\[deleted\] any eta on this? I have 4 support members and 2 of the 4 are the same color which makes it visually confusing.


author: Cameron
body: This ticket doesn't look to exist anymore, or I can't find it, is there a link so we can up vote it?


author: Andrea Scova
body: Hello, this feature would be much appreciated.

Thank you for working on it!


author: Max Nedelcu
body: [@Nick H](/t5/user/viewprofilepage/user-id/2540930) if allowing the user to change the colour is not possible yet, can you at least pick a random unique colour every time? It's absolutely confusing when you have rotations with lots of participants.


author: Jaye Williams
body: Hi, another +1 for this feature. We have 2 users (only 6 total) with very similar colors, and it's not great


author: Nick H
body: Hi Everyone,

We now have a public feature request that you all can follow, watch and vote for here: <https://jira.atlassian.com/browse/OPSGENIE-243>


Tags: cloud

colour
How to map dynatrace field to Opsgenie priority
Asked by serge calderara:

Dear all,

we are testing for a customer the integration of dynatrace with OPSGENIE.

We are using for that Opsgenie Dynatrace integration webhook v2.

In the payload we receive from dynatrace, we do NOT HAVE a field name Priority which we would like to map to opsgenie alert priority field.

But is seems we cannot do that from the integration as seen below

![UQGMIG0b82.png](https://community.dynatrace.com/t5/image/serverpage/image-id/1231i73FC957EF355E61A/image-dimensions/654x411?v=v2 "UQGMIG0b82.png")

Actually it is is wierd because all alert are handle as P3 event if Problem Severity is set to CRITICAL

From priority field we can only select the list items available from P1 to P5.

Does anyone have worked with such integration and mapping those field ?

Or is there a way to establish an Alert priority rule based on dynatrace Problem severity.

Thanks for help

regards


Answers:
author: Nick H
body: Hi [@serge calderara](/t5/user/viewprofilepage/user-id/3385932) ,

This similar Community post should help with setting the priority to different types of alerts: <https://community.atlassian.com/t5/Opsgenie-questions/How-to-set-priority-in-AWS-SNS/qaq-p/1407107>

\^ Although it's for AWS, the idea is the same; configure multiple Create Alert actions to filter on the problem severity being sent from Dynatrace \>\> Opsgenie, and map to it the corresponding priority of the Opsgenie alert.

NOTE - these actions can be defined in the Advanced tab of the integration. This tab is only available on the Standard and Enterprise plans:

![dtcomm1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/147934iBBBE23435D4DD337/image-size/large?v=v2&px=999 "dtcomm1.jpg")![dtcomm2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/147936i5370D7346C215119/image-size/large?v=v2&px=999 "dtcomm2.jpg")![stcomm3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/147935i4C9A3841E76F823A/image-size/large?v=v2&px=999 "stcomm3.jpg")

Hope this helps! Let us know if you have additional questions, issues, etc.

comments: author: serge calderara
body: Thanks for the tips [@Nick H](/t5/user/viewprofilepage/user-id/2540930) , it helps

regards


author: serge calderara
body: I forgot to ask [@nick](/t5/user/viewprofilepage/user-id/4322815) , once the alert is properly set based on that priority, is there a way to **create automatically** :

- An incident in opsgenie which has its fields correctly mapped to the Alert  
- An issue type in Jira of for instance Major Incident in a jira project which is in sync with the opsgenie incident  
- A dedicated slack chanel for Incident team resolution

Is there a way to do that ?

regards
Does opsgenie support custom action scripts that are triggered by alert content?
Asked by Amit Moses:

Hey guys how are you doing? if possible, i would like the help of a technical support assistant to understand if our use case is possible on your platform. this has high impact for us since if it is not possible, we are afraid that in the near future we will have to look for an alternative for opsgenie.We just started digging into this, so i am afraid i have to share our vision, and not go into the little details as i simply don't have enough information yet.We are scaling in size and as a consequense we have alot of manual work to be done. we would like to automated the vast majority of the action we need to do. Most of our work is verifying the actions of users (we are a SOC), and we will need to automate that.An example: A user has performed a sensitive action on their Google Workspace environment. we get this alert via mail integration to Opsgenie.What we do at the moment: We read the content of the alert, and send to the performing user a message on slack to make sure it was made by him (and not a malicious actor that took over the account for example).What we would like to have eventually: an alert is receieved by the email integration. the alert is receieved by X and allows by python scripts to send via slack an automated message to the specific user.the vision is complex, i know. but the question is, does opsgenie support such scenario?

P.S

I dont expect Opsgenie to have such a solution out of the box, but for example, does marid support custom scripts like that?


Answers:
author: Samir
body: Hi [@Amit Moses](/t5/user/viewprofilepage/user-id/4441139) !

Yes this is certainly possible with [Opsgenie Edge Connector (OEC)](https://support.atlassian.com/opsgenie/docs/opsgenie-edge-connector-as-an-extensibility-platform/) which is the successor to Marid.

You can install/configure the OEC service on a server, and setup an OEC integration to trigger alerts to be sent to this OEC service, and the OEC service can be configured to execute custom scripts.

So you could create the custom python script that OEC will execute to send the message to slack via API.

Hope this helps! Let us know if you have anymore questions.

Thanks,

Samir

comments: author: A.G. Rappe
body: \<deleted\>


Tags: cloud
Can I direct users to a specific alert list view (saved search) via URL
Asked by Eric Sletten:

We are beginning to use web APIs to imbed OpsGenie alerts and statistics into application/team specific dashboards. So for example, if we have an "Accounting" team we create a dashboard that lists the number of open alerts the "Accounting" team has.

If we assign a link to that dashboard tile, can we control which list of alerts the user sees via that link?

By default, if we send them to the alert list, they will see their default view which may or may not be what the dashboard tile is showing. If they click on a link showing the number of open alerts for the "accounting" team, we want the link to take them to the open alerts for the accounting team.


Answers:
author: Connor Eyles
body: Hi [@Eric Sletten](/t5/user/viewprofilepage/user-id/3473175)

Unfortunately, we don't have the functionality to permalink alert search queries however we do have a feature request logged in our internal project (MORPHEUS-3090).  

I have added you as a listed requestor for this feature request :smile:  

Thanks,  
Connor

comments: author: Muhammad Zeeshan
body: Though we cannot create permalinks of our Saved Searches on the Alerts List page, we can manually create a query in the URL of the Alerts List page for example:

<https://app.opsgenie.com/alert/list?query=status:closed>

Or for [@Eric Sletten](/t5/user/viewprofilepage/user-id/3473175) 's case:

<https://app.opsgenie.com/alert/list?query=status:open%20AND%20responders:accounting>


Tags: cloud
Escalation policies will keep call
Asked by Luke Chak:

if user A and next level also dont pickup the call, will it auto call the call again to the level 1?

or it will be stop?


Answers:
author: connor mcguane
body: I'll assume you mean for an escalation policy. In that case, once it reaches the "bottom" of the call structure, it will stop. But, in your escalation policy, there is a small switch to repeat. You can choose to repeat as many times as you would like.

comments: author: Luke Chak
body: Thanks, yes, i am talking the escalation policy Could you show me the small switch, i cannot see it. or this is a limitation for different license? I am using Free license as evaluating

Also, is it possible keep call level 1 before escalate to level 2 ?

Actually not quite understand.

for example, i set if alert not acknowledge, immediately call on shift support.

After 10 min , if still no one acknowledge, it call his manager,

so the time 0 to 10 min, it will just call 1 time to the support or keep call?

We tried but seem only 1 call, not sure setting issue.

Thanks


author: connor mcguane
body: To set the repeat button, click the edit button on the top right of the escalation policy. It is then at the bottom:

![2021-06-16 07_08_34-Opsgenie - AMPS.png](https://community.atlassian.com/t5/image/serverpage/image-id/147708i6EB9F076B0B3AA1F/image-size/large?v=v2&px=999 "2021-06-16 07_08_34-Opsgenie - AMPS.png")

To answer your second question, yes, it will call just one time. Then wait the 10 minutes before making its next call.

I would recommend reading through the docs like this one: <https://support.atlassian.com/opsgenie/docs/configure-a-team-dashboard/#section-team-escalation-policies>


Tags: cloud
Alert search function includes preceding or trailing punctuation when it searches for words
Asked by m-milligan:

The search function includes preceding or trailing punctuation when it searches for words. For example, I have an alert where the "description" field is:

Transaction "Cisco Call Manager Alarm Manager home page" on player Player 08 is Down. Last error message was "Step 'Cisco Unified

This search fails:

description: Cisco

This search succeeds:

description: '"Cisco'

Text indexing should disregard leading or trailing punctuation.


Answers:
author: Nick H
body: Hi [@m-milligan](/t5/user/viewprofilepage/user-id/4436659) ,

Engineering is aware that searching alerts or fields with quotations can be escaped with single quote characters. But I guess we don't outline this in our documentation: <https://support.atlassian.com/opsgenie/docs/search-queries-for-alerts/>

I'll enter sort of ticket with engineering on improving our doc in the meantime, and pass along your suggestion on text indexing disregarding leading or trailing punctuation.

Let us know if we can assist with anything else.


Tags: cloud

search
How to send sms to specific number based on specific incident ? is that possible?
Asked by OSOS nemer:

Hi

I woul like to make Opsgenie send sms based on specific incident. for example when the URL:example.com is down

Is that possibel?


Answers:
author: connor mcguane
body: This is is possible, but with some limitations. Opsgenie can only send alerts to users. I see two different approaches to this.

1. A user can have two different SMS numbers define. They can then set up a notification rule that would send "apple" alerts to one number and "banana" alerts to other.

2. A team could send alerts to different users (who have different numbers) based off the contents of the alerts. You would set up a routing rule on if its "apples" or "bananas". Then, you would have an apples-escalation policy that sends alerts to one user, and banana-escalation policy that sends to the other.
Should an incident impacting a service also impact dependencies?
Asked by ntj_:

Hi,

I've been wondering how the service relationships work.

My situation represented by a simplified example:

* There are 2 services defined, P and Q
* P contains Q
* There is a rule for an alert that triggers an incident on P
* This only changes the state of the service P

Should this change the state of Q, or this has to be manually (or via API) done? Is there any best practice for this?


Answers:
author: Brennan Kiely
body: Right now, the service relationships are just for display and reporting purposes. There isn't currently a way to trigger an incident on a dependent service if the 'parent' service has an incident.


Tags: incident

service
How to parse Json problem Detail field in opsgenie
Asked by serge calderara:

Dear all,

We are actually testing Dynatrace integration with Opsgenie. For that we use teh Dynatrace webHook v2.

During our test we receive the following sample json inside variable **Problem Detail json** :  

{id=5017950126589695604_1623155880000V2, startTime=1623155880000, endTime=-1, displayName=P-210653, impactLevel=**INFRASTRUCTURE** , status=OPEN, severityLevel=CUSTOM_ALERT, commentCount=0, tagsOfAffectedEntities=\[{context=CONTEXTLESS, key=Retail-preprod}, {context=AZURE, key=Deployed by, value=Azure DevOps}, {context=AZURE, key=Infrastructure Artifact Version, value=1.3.0}\], rankedEvents=\[{startTime=1623155880000, endTime=-1, entityId=CUSTOM_DEVICE-049862F797750387, entityName=**afd-xr-expro-preprod**, severityLevel=CUSTOM_ALERT, impactLevel=INFRASTRUCTURE, eventType=CUSTOM_ALERT, status=OPEN, severities=\[\], isRootCause=false}\], rankedImpacts=\[{entityId=CUSTOM_DEVICE-049862F797750387, entityName=afd-xr-expro-preprod, severityLevel=CUSTOM_ALERT, impactLevel=INFRASTRUCTURE, eventType=CUSTOM_ALERT}\], affectedCounts={INFRASTRUCTURE=1, SERVICE=0, APPLICATION=0, ENVIRONMENT=0}, recoveredCounts={INFRASTRUCTURE=0, SERVICE=0, APPLICATION=0, ENVIRONMENT=0}, hasRootCause=false}

from that json field we would like to extract fields value in bold in order to store them in an extra properties as below :

Impacted Level : **INFRASTRUCTURE**

Entity Name : **afd-xr-expro-preprod**

What is the way to parse this data using regex ?

Thanks for help

regards


Answers:
author: Danyal Iqbal
body: /impactLevel=.\*?,/

hopefullly you can work out the rest.

comments: author: serge calderara
body: hello [@Danyal Iqbal](/t5/user/viewprofilepage/user-id/430572) , how can I format what you sugest and from where?

I doubt that this will work because in the payload I have 3 different places where the impactLevel is set.

will it return the first one it finds out or all 3 ?

regards


author: Nick H
body: Hi [@serge calderara](/t5/user/viewprofilepage/user-id/3385932) ,

Based on that payload, you should be able to extract the Impacted Level and Entity Name using some form of string processing: <https://support.atlassian.com/opsgenie/docs/string-processing-methods-in-opsgenie-integrations/>

I think what you need for both of those would be something like:

Impacted Level: {{ _payload.substringBetween("impactLevel=",",") }}

Entity Name: {{ _payload.substringBetween("entityName=",",") }}

You could also consider using some form of regex to extract this data as well: <https://support.atlassian.com/opsgenie/docs/regular-expressions-for-improved-alert-filtering/>

Hope this helps! Let us know whether or not this works, if you run into any other questions / issues, etc.

-Nick