youngmon/atlassian-qna huggingface dataset:
Services relationship and teams. How it works?
Asked by Vladimir:

Hi all,  

1. I can make many relationships between internal services in one team, but what is the impact they will have on alerts and incidents?  
2. Is it possible to create one big team and add two small teams into big one?  

Thanks in advance!


Answers:
author: Samir
body: Hi [@vl](/t5/user/viewprofilepage/user-id/93199) - it sounds like you're referring to the Service Relationships available on Services in Opsgenie?

If so - this plays a part in the new Incident Investigation feature with Bitbucket that isnow available in Opsgenie. So if you create a Service Relationship between 2 or more services in Opsgenie, and if you connect your [Bitbucket Cloud workspaces to services in Opsgenie](https://docs.opsgenie.com/docs/bitbucket-connection)

then when you have an incident occur on a service that has relationships with other services, all the deployments from repositories on those "related" workspaces will be available in the incident investigation view of that incident and can be added as potential causes.

You can read more about the incident investigation feature that is now available here: <https://docs.opsgenie.com/docs/incident-investigation>

As well as a short video showing how it works here: <https://www.youtube.com/watch?v=GfG6iSYiUEU>

Hope that helps!

Thanks,

Samir


Tags: team
How to send notification when alert deduplication kicks in?
Asked by Lukasz Kaminski:

Hi,

I was not able to find solution here.

How can I set up notifications to all in escalation policy each time the alert deduplication count is increased?

Thanks,

Lukasz


Answers:
author: Nick H
body: Hi [@Lukasz Kaminski](/t5/user/viewprofilepage/user-id/3842769) ,

"Alert de-duplication is one of the key features that Opsgenie provides to help reducing the number of alerts and to prevent alert fatigue. Because monitoring systems can be quite 'chatty' by sending many events for the same problem and having to manage many alerts that were raised for the same or relevant source, de-duplication becomes crucial for many cases" - <https://docs.opsgenie.com/docs/alert-deduplication>

So to have notifications send each time an alert deduplicates would essentially go against this core practice. It is not currently possible to adjust this either; have deduplication notify each time the alert increases in count.

The only work around would be having a new alert created vs. deduplicating the alert. Since deduplication is dependent on the alias field of the alert, you'd need to adjust what data parses in the alias field - which can be done on the integration level under the advanced tab.

Please let us know if you have any other questions around this or in general.

Best,

Nick

comments: author: Lukasz Kaminski
body: It answers my question, thanks a lot.


Tags: alert

duplicate

notification
OpsGenie alerts to Service Desk ticket creation
Asked by Derek Stevenson:

Hi all!

I'm having troubles getting OpsGenie alerts (any manual or auto) to create a ticket in next-gen service desk (cloud). I have Service Desk to OpsGenie working though. Is there good step by step process for this somewhere?

It is SSO and 2 factor log in for Jira, So i think i'm looking for how to allow OpsGenie to talk to Jira via a SSO 2fa set up. REST API


Answers:
author: Nick H
body: Hi [@Derek Stevenson](/t5/user/viewprofilepage/user-id/3905697)

The best place to troubleshoot Opsgenie \> JSD is in the alert's Activity Logs, as well in the Logs found under Settings \> Debug.

![jsd error.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/93914iDCB159FE40ED9285/image-size/large?v=v2&px=999 "jsd error.jpg")

The Activity Logs only show the response such as a 400, 401, etc. - but the debug Logs will provide more details to the error.

Typically SSO issues are related to a 401 or 403 which is an authorization issue. To solve this, please use an API token in the password field on the JSD configuration: <https://confluence.atlassian.com/cloud/api-tokens-938839638.html>

Steps in Jira to produce a token: Profile \> Manage your account \> Security \> API Tokens \> Create and manage API tokens \> Create API token \> Copy/paste new API Token into the integration's password field:

![Jira+401.png (1017?568)](https://downloads.intercomcdn.com/i/o/137499962/73515f6b4f87046386981cf2/Jira+401.png)

Again - check the logs and errors shown, and feel free to report back here with any additional questions or issues.

Best,

Nick

?

comments: author: Derek Stevenson
body: Thank you so much [@Nick H](/t5/user/viewprofilepage/user-id/2540930) amazing service A+


author: Nick H
body: Of course! Please let us know if you happen to run into any other questions or issues.

Best,

Nick


Tags: jira-service-desk
Firewall rules for OEC
Asked by jijin_puthuvakkattil:

Hi,

Please let me know the list of endpoints the OEC connects to, so that I could open the relevant firewall rules from internal network.

Apart from Opsgenie api url, I could see, OEC tries to connect to aws sqs service url in eu-central-1( <https://sqs.eu-central-1.amazonaws.com>). Are there other endpoints as well?

I am using Opsgenie EU account.

Thank you,

Jijin


Answers:
author: Samir
body: Hi [@jijin_puthuvakkattil](/t5/user/viewprofilepage/user-id/1802724) - When you setup OEC, and either create an OEC integration, or enable one of our OEC supported integrations (e.g. Jira, JSD, etc.) with "Send via OEC" enabled - it creates a queue in Amazon SQS where the Opsgenie alert data will be pushed to. And then when you paste in the API key into the OEC config file and start OEC, OEC is then subscribed to that queue.

So the sqs domain should be the only url that OEC will need to access. Hope that helps!

Thanks,

Samir


Tags: cloud
Opsgenie Solarwinds Integration - Alerts not getting closed
Asked by Scott Wright:

I have read the documentation for Opsgenie/Solarwinds integration. My trigger action is working, but my reset action is not working. Has anyone had success with Solarwinds?

I know that the hook between the open and close is the alias definition, but something is not working.

++**My trigger action**++

ActionType=Create\&  
alias=${N=Alerting;M=AlertObjectID}-${N=Alerting;M=AlertID}\&  
ObjectID=${N=Alerting;M=AlertObjectID}\&  
NodeName=${NodeName}\&  
AlertID=${N=Alerting;M=AlertID}\&  
AlertDefID=${N=Alerting;M=AlertDefID}\&  
AlertName=${N=Alerting;M=AlertName}\&  
AlertMessage=${N=Alerting;M=AlertMessage}\&  
AlertDescription=${N=Alerting;M=AlertDescription}\&  
AlertDetailsUrl=${N=Alerting;M=AlertDetailsUrl}\&  
DownTime=${N=Alerting;M=DownTime}\&  
AcknowledgeUrl=${N=Alerting;M=AcknowledgeUrl}\&  
Acknowledged=${N=Alerting;M=Acknowledged}\&  
AcknowledgedBy=${N=Alerting;M=AcknowledgedBy}\&  
AcknowledgedTime=${N=Alerting;M=AcknowledgedTime;F=DateTime}\&  
AlertTriggerCount=${N=Alerting;M=AlertTriggerCount}\&  
AlertTriggerTime=${N=Alerting;M=AlertTriggerTime;F=DateTime}\&  
LastEdit=${N=Alerting;M=LastEdit;F=DateTime}\&  
ObjectType=${N=Alerting;M=ObjectType}\&  
Severity=${N=Alerting;M=Severity}\&  
TimeOfDay=${N=Alerting;M=TimeOfDay}\&  
DateTime=${N=Generic;M=DateTime;F=DateTime}\&  
responders=\<comma_separated_list_of_responders\>\&  
tags=\<comma_separated_list_of_tags\>

++**Reset Action:**++

alias=${N=Alerting;M=AlertObjectID}-${N=Alerting;M=AlertID}\&ActionType=Close


Answers:
author: Tom Clarke
body: [@Scott Wright](/t5/user/viewprofilepage/user-id/3747829) - wondered if you found a resolution for this?

Also followed the Opsgenie/Solarwinds integration documentation - and new alerts are being created, but the reset action doesn't seem to function.

The OpsGenie logs shows the following for the attempted reset actions -
> Error occurred while processing incomingData. Error: Generated alias is blank.

Using the following template for the reset action - <https://github.com/opsgenie/opsgenie-integration/blob/master/solarwinds/resetActionBody.txt>


author: Jonas Martinez
body: Hello [@Scott Wright](/t5/user/viewprofilepage/user-id/3747829)

It does sound like your Opsgenie does not have a matching rule for your reset action, so that trigger for "reset" might be getting stuck in your "create" action. We'll be happy to help you configure your instance to how you want it, feel free to contact us at Customer Support for additional assistance!

comments: author: ace.tan
body: Hi Jonas,

I have the same issue too. Are you able to help?


Tags: cloud
What data is stored in OpsGenie
Asked by Mark Higgins:

Given that OpsGenie is a cloud product and that the Australia is not a region that is accessible, I need to understand what data OpsGenie stores, especially if our incidents write data that is deemed not permitted to leave Australia.


Answers:
author: Kate Clavet
body: Hi [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340), great question! Opsgenie stores any data is being sent to it according to the data retention timeline of the plan being used. Something that may be worth looking into for your use case, in which you don't want to send certain data into the cloud (outside of Australia) is Edge Encryption. Edge Encryption for Opsgenie encrypts your data so that Opsgenie never receives the raw payload directly. You host the encryption app in your own environment, the app bridges Opsgenie and 3rd-party tools. Alert details are only decrypted and displayed in your browser after you send a request to the encryption application. You can read more about that here:   

<https://community.atlassian.com/t5/Opsgenie-articles/Worried-about-Data-Privacy-You-might-be-interested-in-Edge/ba-p/1163155>   

Let me know if you need anything else!   
-Kate
Central Notification Template API?
Asked by Amos Shapira:

We'd like to configure [Central Notification Templates](https://docs.opsgenie.com/docs/central-notification-templates) using the OpsGenie API but couldn't find it mentioned in the API documentation.

How can this be achieved?


Answers:
author: Samir
body: Hi [@Amos Shapira](/t5/user/viewprofilepage/user-id/3533941) - we don't have an API to create or update Central Notification Templates, but I am happy to enter a feature request for this!

comments: author: Amos Shapira
body: Thank you. Where can I track such a feature request?


author: Samir
body: Hi [@Amos Shapira](/t5/user/viewprofilepage/user-id/3533941) - our feature requests aren't public facing, but reference the ticket number is OGS-1040


author: Anthony Miller
body: Hi Samir

What is the status on this feature request?


author: Samir
body: Hi [@Anthony Miller](/t5/user/viewprofilepage/user-id/4465593) ,

It doesn't look like a decision has been made on this feature request. Feature requests are submitted and reviewed by our product/development teams and prioritized based on a variety of criteria including number of requests, feasibility, alignment with product direction, etc.

It doesn't look like this has been a highly requested feature, and at this time it has been added to any upcoming sprints.

Thanks,

Samir


author: Jiri Pisk
body: [@Samir](/t5/user/viewprofilepage/user-id/2168284) Hi, is there any news, in this request?


author: Samir
body: Hi [@Jiri Pisk](/t5/user/viewprofilepage/user-id/4918611) [@Amos Shapira](/t5/user/viewprofilepage/user-id/3533941) [@Anthony Miller](/t5/user/viewprofilepage/user-id/4465593)

We do not have an update on this feature request, however we now have a public issue tracker for Opsgenie, so I've gone ahead and [created the suggestion for an API for Central Notification Templates](https://jira.atlassian.com/browse/OPSGENIE-490). You can vote for, and watch this request so you'll be notified of updates.

Thanks,

Samir


Tags: rest-api
Assigning an Alert to the person that Ack's the Notification
Asked by Scott Wright:

Is it possible to automatically assign an Alert to the person that acknowledges the Alert? Or to the person that is on-call?


Answers:
author: Jonas Martinez
body: When a user acknowledges an alert, they will be notified of any future status change of that ticket because they are now listed in the "responder states" of that alert. The "Responders" field initially just answers the question of "Who should get notified first?" but whoever interacts with that alert will get notified in addition to whoever is on the "Responders" field. Even if they are not listed under "responders" they will still be notified of the alert (if they are on-call, they will be notified regardless if they interacted with that alert).

You can always use a notification or alert policy to change the responders field to whichever user you need it to change to. If you want it to not have your Team under "Responders" you can even set up a Global Policy to automatically assign your user as a responder within the time intervals that the policy is active.

Find more info on responder states here: <https://docs.opsgenie.com/docs/alert-recipients-and-teams>

You can always contact us over at Opsgenie Support if you need further assistance: <https://support.atlassian.com/opsgenie/>
Opsgenie Escalation Notifications
Asked by Scott Wright:

When an alert is escalated, does the notification state the alert has been escalated? We have three levels of escalation. If the first person does not acknowledge the alert, it goes to a second person. I'd like the next person to know they are getting an escalation, rather than a basic notification. If the next person knows the alert has passed to the second ( or third person ) because it was unacknowledged, they will know it needs an immediate response.

Does this happen by default or is this something that can be done?


Answers:
author: Kate Clavet
body: Hi [@Scott Wright](/t5/user/viewprofilepage/user-id/3747829) thanks for your question. There is a feature request filed for this already for the team to evaluate. The idea is that if you're getting an alert notification whether it be an escalation or otherwise you should be acting on it as soon as possible. I do see the value in seeing if it is escalated or not though.   

If your teams are feeling overwhelmed with alerts it might be good to take a look at the way that the alert priorities are set, and to set up a routing rule that doesn't notify team members of informational or low priority alerts that can wait until the next day. You may have already done this of course but mentioning just in case! Let me know if you need help with anything else.   

<br />
JSD account for Opsgenie integration
Asked by ewhite:

Is the best practice for JSD \<-\> Opsgenie integration to create a dedicated account in JSD for opsgenie to use?

Is there a downside to using a users credentials for this integration?

Does the JSD account that I use need to be an administrator?


Answers:
author: Samir
body: Hi [@ewhite](/t5/user/viewprofilepage/user-id/690151) - the user that you specify in the integration is Opsgenie will be shown as the "reporter" on the issue in Jira that Opsgenie is created. So it's really up to you, if you want your user to be shown as the reporter for issues that Opsgenie creates, you can use your own user credentials (just make sure you create an api token for your user to use as the password).

Whichever user account you use just needs to have the permissions to create/edit issues on that project. So it's the same concept as if you were creating an issue through the Jira UI.

Hope that helps.

Thanks,

Samir

comments: author: ewhite
body: I am using Jira Server, so API key is not an option. I suspect I will have to create a dedicated user for this integration, as actually users have password expiry. Do you know what the best practice for this is? Would I need to use a JSD license for this dedicated user?


Tags: jira-service-desk
Slackbot /eugenie failed with the error "http_client_error"
Asked by Pawel Daborowski:

I'm evaluating opsgenie for the company I work at. An attempt to use /eugenie bot in slack for EU variant of opsgenie ends in the error in the title.

Is it familiar to anyone?


Answers:
author: Kate Clavet
body: Hi [@Pawel Daborowski](/t5/user/viewprofilepage/user-id/3873293) thanks for your question! Can you take a look at the logs, and share what that says? This can help provide a bit more information.   

Did you get an initial notification that the bot was successfully connected?   

Also, are you receiving this error message just when you use a slash command?

comments: author: Pawel Daborowski
body: Hi Kate,

I reconnected opsgenie with slack and now it worked without issue. I guess it was never really connected in the first place for some reason.


author: Kate Clavet
body: Glad to hear you're all set [@Pawel Daborowski](/t5/user/viewprofilepage/user-id/3873293) ! Have a great day!


Tags: cloud
Can't connect OpsGenie to our Atlassian site
Asked by Martin Juell:

I'm trying to connect my OpsGenie essential instance to my Atlassian site, but it tells me

"We didn't find an Atlassian site associated with your account information. You'll need to create a new Atlassian site as part of your account migration."

The email of my OpsGenie account is the same as the one associated with the atlassian account from which I'm writing this, which should be connected to the site. What am I missing? Do I need privileges I don't have? Is it an issue that we use Google SSO on the Atlassian site and not for OpsGenie?


Answers:
author: Emirhan
body: Hello Martin,

Thank you for contacting Opsgenie Community!

In order to map your Opsgenie account with your Atlassian account, the Opsgenie user you got must have administrative rights in your Atlassian instance, otherwise, Opsgenie won't be able to find the account to map therefore you'll be prompted to create a new Atlassian-side, instead of mapping the existing one!

Could you please check your Atlassian user-rights and make sure that you have administrative rights?

Let us know how it goes, we would be happy to help you!

comments: author: Martin Juell
body: Hi,  

Indeed, i was able to connect the two when I temporarily became an admin of the Atlassian site.

Now, however, my OpsGenie account is suspended. I can't login to OpsGenie normally (it says my account is suspended), and I can't switch app using the app grid icon when logged into Jira with my Atlassian account (I come to the OpsGenie login page, on which I can't log in).

Any idea what I can do?


author: Emirhan
body: Hey [@Martin Juell](/t5/user/viewprofilepage/user-id/3865190) ,

Glad to hear that you have managed to map two accounts together!

Were you using a trial subscription of Opsgenie? If yes - once your trial finishes, your account will automatically be switched to a Free tier which is up to 5 users. For that reason, if you have more than 5 users in your account, Opsgenie is automatically suspending those users by the date they've added.

Could you please share your account details with me so I can check what's going on in your account?


author: Martin Juell
body: At first, my account "was suspended", then my account "did not exist", then I was able to recreate the account using a link in an email sent "from the administrator" with an invite, but the account was only a normal user account whereas before I was the owner.

After having my access restored by another owner, though, things are now back to normal.

Thanks for your help!
Opsgenie push update to Jira SD doesn't work
Asked by Miroslav Janousek:

Hi guys ,

I'm trying to enable two way communication from Opsgenie to Service desk project , but despite I configured everything i found in the manual pages , It just won't make an update into the service desk ticket. Is there something I'm missing ?

I configured automation part in SD , issues created + matches type Incident + opsgenie team webhook api key  

Opsgenie JiraService Desk webhook have market send updates to SD when matched all alerts with default mapping , I filled URL , username , password and project key accordingly , but when i ack the alert no comment is created in the SD ticket.

Am I missing something ?

Both products are cloud based subscriptions , JiraSD is free sub , Opsgenie is Enterprise sub.

Thanks.


Answers:
author: Kate Clavet
body: Hi [@Miroslav Janousek](/t5/user/viewprofilepage/user-id/3867783) Great question! Did you check the logs to see what the error message says? That might help us determine what's going on there.   

Best,

Kate

comments: author: Miroslav Janousek
body: Hi [@Kate Clavet](/t5/user/viewprofilepage/user-id/2156162) , yes , later I noticed in the history log there's a log entry that says "Could not send \[addComment\] action to JiraServiceDesk .... Reason: 403 Forbidden" , and just now i found debug log saying

"responseBody": "Basic auth with password is not allowed on this instance\\n",

Is there some configuration option in the JiraSD integration that i missed ? I filled in all credential parameters.


author: Miroslav Janousek
body: I just solved it , I had to configure API token in my user profile settings in the Jira SD and use it as password. The updates are working now.

New day , fresh mind...


author: Kate Clavet
body: Hi [@Miroslav Janousek](/t5/user/viewprofilepage/user-id/3867783) glad you figured it out! Thanks for letting me know. Have a great day!


author: Devin Ponda
body: Where is this located?

*I just solved it , I had to configure API token in my user profile settings in the Jira SD and use it as password. The updates are working now.*

*New day , fresh mind...*


author: Miroslav Janousek
body: You click on your profile icon --\> manage your account --\> security tab --\> manage API tokens

<https://id.atlassian.com/manage-profile/security>


author: Devin Ponda
body: Thank you Miroslav!

I do have a ticket open with support to determine how I can use a generic 'service' account for this OpsGenie to Jira SM integration instead a named user account.

Thanks again!


author: Miroslav Janousek
body: I solved this one by registering our functional mailbox as operator and linked it with JiraSD , yes you spend one account entitlement but it works ????


Tags: integration

jira-service-desk
Automatic Resolve Incident when New Relic Incident is resolved
Asked by emerson_macedo:

On my New Relic integrations, it opens an alert on OpsGenie that automatic triggers an incident creation, but when New Relic incident is resolved (automatically), my OpsGenie alert is closed but I need to manual resolve the related incident.

Is there a way to resolve my incident when all alerts are closed or something like this?

Thanks.


Answers:
author: emerson_macedo
body: I'm looking for something like how PagerDuty does, as described here - <https://support.pagerduty.com/docs/incidents>  

"If all alerts in an incident are resolved, the incident will be resolved. Similarly, when an incident is resolved, all alerts under that incident are also resolved.  

Thanks

comments: author: Matias Nicolas Pi
body: I am needing this so much