youngmon/atlassian-qna huggingface dataset:
Is OpsGenie an Event Management (Alert Monitoring) tool or an Incident Management tool?
Asked by Inthikab Thahir:

Is OpsGenie an Event Management / Alert Monitoring/ ITOM tool or an Incident Management / ITSM tool?

How do you integrate OpsGenie in an organisation that already uses JIRA Service Mgmt ? Main question here is about the Incident modules.

You have two incident management spaces:

1. OpsGenie Incidents

2. Jira Incidents

Are you expecting incident mgmt to happen in two different spaces? I think no.

What is the out-of-the-box approach that Atlassian proposes to use these tools without duplicating features.


Answers:
author: Samir
body: Hi [@Inthikab Thahir](/t5/user/viewprofilepage/user-id/4806013) ,

Opsgenie is an modern on-call and alert management solution, but also serves as an Incident Management/ITSM tool. The power of Opsgenie is that it *integrates*with over 200+ monitoring, ticketing, and chat collaboration tools.

So you can have alerts from your monitoring tools feed into Opsgenie, and can build the logic in Opsgenie to determine which teams are notified of which alerts, and can configure on-call schedules and escalation policies to ensure that alerts are not missed. Opsgenie can notify users through multiple notifications channels (mobile app, email, sms, voice).

Opsgenie then offers the Incident Management functionality for when incidents occur, allowing you to create an incident in Opsgenie, pull in the relevant teams, and collaborate through video conference, automated slack channel creation, etc.

You can find more info on Opsgenie here:

<https://www.atlassian.com/software/opsgenie/what-is-opsgenie>

<https://www.atlassian.com/software/opsgenie>

<https://community.atlassian.com/t5/Opsgenie-articles/Getting-to-know-Opsgenie-FAQs/ba-p/1005396>

Thanks,

Samir

comments: author: Inthikab Thahir
body: Thank you Sameer, what's not clear is that where do I do my "Incident Management"

Incidents should be in a single table either in JSM or in OpsGenie. Else I will be managing two ticket types..., 1. Opsgenie incidents and 2. Jira Incidents ? which would lead many duplications and inefficiencies.

Further, how do we do keep track, report and improve on Incident SLA's if we manage them in two different places?


author: Howard Nedd
body: Hi Inthikab,

In short, it's a bit of both.

Opsgenie focuses on monitoring, alerting and **Major incidents.**

It depends on which version of Opsgenie you currently have.

Opsgenie standalone has an integration option for both JSM and Jira Software (depending on your plan).

As for the integrated Opsgenie version, this integration is built in and you can setup the integration depending on the service project that you integrate it with.

Documentation can be found here:

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

Hope this helps.  

Regards,  
Howard

comments: author: Inthikab Thahir
body: Thank you Howard, However, my question is about where do you manage all your incidents? I have raised this in my previous comment (my reply to Samir)
python script for check alert notes status
Asked by Harshal pore:

Can we integrate a python script to send alert details


Answers:
author: Nick H
body: Hi [@Harshal pore](/t5/user/viewprofilepage/user-id/4800325) ,

Would either of these be what you are looking for?

[List Alert Notes](https://docs.opsgenie.com/docs/python-sdk-alert#list-alert-notes)

[Add Note to Alert](https://docs.opsgenie.com/docs/python-sdk-alert#add-note-to-alert)
Error 429 Too Many Requests to Opsgenie Integration API
Asked by Joel Bradley:

Hi All,

I am currently trying to add a lot (80+) of new Integration Actions to an Integration via the Integration API. The Docs demonstrate only one Action per request. That's too many requests for the API.  

Is there a way to send a single request with a JSON array of Integration Actions, or what other options do I have in this scenario?  

Thanks for any insight.


Answers:
author: Samir
body: Hi [@Joel Bradley](/t5/user/viewprofilepage/user-id/4654310) ,

There isn't a way to create multiple resources in Opsgenie with a single API request. For creating integration alert actions, you need to send 1 request per action. I'm not sure what/how you're creating these requests via API, but you could write a script to loop through the list of actions to create, and send a request for each one.

Please let me know if you have more questions on this.

Thanks,

Samir

comments: author: Joel Bradley
body: Hi [@Samir](/t5/user/viewprofilepage/user-id/2168284)

Edit:  
The request limit seems to have been raised. All requests are now making it through. Thank you.

Original Message:  
Thanks for your response.  

That is my current solution, iterating through a list of Integration Actions, but I'm getting rejected by the API after 40 or so iterations with error 429 for too many requests sent.  

I could set a wait timer after 30 or so requests, but that is obviously not ideal. I was just wondering if there were any other solutions someone could think of.

Thanks


author: marco.mandricardo
body: hi,

i have the same error with Zabbix integration for OpsGenie,

after sometime i go to test the media and get this result:

"Request failed with status code 429: You are making too many requests!"

How can i manage that?

Thanks

comments: author: marco.mandricardo
body: i rewrite the script in zabbix to do less call, and configure 60sec of timeout before retry,

now it works.. most of the problem was the zabbix script of Media "Opsgenie"


Tags: api

integration
Stakeholder Notification Methods
Asked by Donald Chan:

What are the available notification methods for Stakeholders on an incident?


Answers:
author: Samir
body: Hi [@Donald Chan](/t5/user/viewprofilepage/user-id/4804023) ,

Stakeholders can be notified via email, or mobile app push notification.

Let us know if you have anymore questions!

Thanks,

Samir

comments: author: Donald Chan
body: There is no SMS notifications for Stakeholders?

Are Stakeholders only available in the Enterprise package? Are they also priced the same as other OpsGenie users?


author: Samir
body: Correct - Users with the "stakeholder" role can not receive sms notifications. Stakeholder role is only available on Enterprise plan, and they are *free* . So on Enterprise you can add as many stakeholders as you'd like and they do not consume a paid user license. They can only receive notifications of *incidents* (can't access or be notified of alerts), via email and mobile app.


author: Howard Nedd
body: [@Samir](/t5/user/viewprofilepage/user-id/2168284) , This only counts for the Standalone Enterprise for Opsgenie, right?  
JSM Enterprice version of Opsgenie does not provide you any stakeholders, correct?

Cheers,  
Howard


author: Samir
body: [@Howard Nedd](/t5/user/viewprofilepage/user-id/4566707) Yes that's correct, JSM plans do not get free stakeholders.


author: Dave Ness
body: Hi Samir, I have a follow up question - There's a field on the Stakeholder Notification Contact Methods called "Phone number." What is this used for (if not for phone/SMS notification)?


author: Michael
body: Hi

[@Samir](/t5/user/viewprofilepage/user-id/2168284) Can stakeholder notifications be restricted to times eg. between 9am-5pm ?
Checkpoint Notifications
Asked by Matthew Bock:

We have a service that sends out an email at different stages of a large batching process. Certain areas are more critical compared to others and we have checkpoints built-in.

The scenario goes as follows:

Batch Start: 17:00 - "Batch Started"

Checkpoint #1: 18:00 - "Step 1, Complete"

Checkpoint #2: 19:15 - 20:00 - "Step 2, Complete"

Checkpoint #3: 21:00 - 22:00 - "Step 3, Complete"

Batch Finish: ??? - "Batch Completed Successfull"

What I would like to do is remove the 'email' to our team's distribution list entirely, and have OpsGenie handle these emails to notify as needed.

My vision would be the "Start" notification is sent to OpsGenie at 17:00, since it's a start, no notification is sent, however, if no "Start" email is received by OpsGenie by 17:15, it needs to notify someone there is an issue. This would be the same process for the finish emails, they typically wrap up around 22:00, we would need the complete email to occur anytime after 22:00.

Within each checkpoint, we do have subtasks that, when they fail DO go into OpsGenie and page out, as necessary.

The checkpoint emails are in a similar boat as above, however, can drift 45 minutes depending on the delta of our workloads. They will never be ahead of their respective start time but their finish can vary.

I'm not seeing an easy way to accomplish this task, there is no native integration with OpsGenie and the vendor in question, currently, this request is in their backlog to have wait times implemented, and if a process isn't completed within X minutes to notify.

I've looked at the heartbeat feature, I don't see a way to configure the feature to only be active between time X and Y, for each checkpoint.


Answers:
author: Shivam Naik
body: Hi [@Matthew Bock](/t5/user/viewprofilepage/user-id/2863495) ,

Happy to help!  

I would recommend submitting this to Support so that we can properly test out the proposed structure in conjunction with your current site set up. But while there isn't a timed reception filter (i.e. notifying the team if an alert isn't received by a certain time), you might able achieve this by filtering for time stamps using [Action Filters,](https://support.atlassian.com/opsgenie/docs/use-advanced-integration-settings/#Action-Filters) [Notification Policies](https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/), and [De-duplication](https://support.atlassian.com/opsgenie/docs/what-is-alert-de-duplication/) wherein you could you have that Start alert arrive at a certain time, and not notify anyone via the aforementioned policies, and then using the Batch number as an Alias, you could possibly de-duplicate alert updates and actions throughout its lifespan.

Let us know if you have follow up questions!
OpsGenie edge connector for Jira Cloud
Asked by pavol_cvincek01:

Hello,  
Currently we are using integration between OpsGenie and Jira SD via Opsgenie Edge Connector (OEC). We had to do it that way so we could work with priorities and tags/components.  
Now there is plan to migrate to Jira Cloud so I would like to ask how we can continue using OEC so we could manage priorities and tags. We are also using tags to filter alerts which will get to Jira.  
So basically I would like to know is handled functionality of OEC for OpsGenie/Jira Cloud integration.  
Thank you


Answers:
author: Nick H
body: Hi [@pavol_cvincek01](/t5/user/viewprofilepage/user-id/3990727) ,

You can continue to use OEC after the migration. Although OEC is primarily used for on-prem instances, we do see customers using it with their cloud instances to map Opsgenie alert fields to specific Jira / JSM issue fields.

We also recently released a new Jira and JSM integration framework that can map these fields - including some custom fields - out of the box without using OEC: <https://community.atlassian.com/t5/Opsgenie-articles/NEW-Jira-Software-and-Jira-Service-Management-Opsgenie/ba-p/1952529>

![jiraoec.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/186809iDE4ECB053FB43FF3/image-size/large?v=v2&px=999 "jiraoec.jpg")

comments: author: pavol_cvincek01
body: Hello [@Nick H](/t5/user/viewprofilepage/user-id/2540930) ,  
It's great that you are taking care of those priorities. That's what we missed back then, together with tags/components. I have spent a lot of time with coding of the python script to make priorities and tags/components work for us.  

So in case we would like to continue use OEC even for Jira Cloud what would be the solution?  
Would be enough to update "/home/opsgenie/oec/conf/config.json" for oec.service? Currently we have Red Hat VM where Jira SD and OEC resides so after the migration to Jira Cloud, only OEC would remain and took care of the integration from OpsGenie to Cloud Jira.  
Is that it or there is more to make it work?


author: Nick H
body: I believe that's the only thing you'd need to update for OEC. Unless your cloud instance moves to another server, that may need to be installed there too.


author: pavol_cvincek01
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930)   
I thought that Jira Cloud won't need our own server to run. Something like we have it for OpsGenie. We don't have OpsGenie installed on our servers. So that means that Jira Cloud will be running on our own servers as it is now?  
Thanks


author: Nick H
body: Hi [@pavol_cvincek01](/t5/user/viewprofilepage/user-id/3990727) ,

OEC can realistically be installed on any server or machine.


author: pavol_cvincek01
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930)   
Thanks a lot!


Tags: jira-cloud
Search alerts with regex?
Asked by Kevin Watson:

Hello - I'm trying to set up an action policy for some automation, and I'm using the match function to match the description of the alert to a regular expression. I'd like to test this to see if the regex would have matched past alerts in the system so that I can make sure it's picking up only those alerts I want to automate on, so I was hoping there was a way to use the regex pattern in the Alert search, but it seems this is not possible. Does anyone know of a way to 'test' the policy match, so I can see what alerts from the past would have matched the policy?


Answers:
author: Nick H
body: Hi [@Kevin Watson](/t5/user/viewprofilepage/user-id/4793831) ,

The Alerts tab cannot query using regex. There is a similar feature request open that allows for better functionality around wildcards that can be followed here: <https://jira.atlassian.com/browse/OPSGENIE-217>

As for testing regex expressions, sites like this one can help confirm whether or not an expression will work: <https://regex101.com/>


Tags: regex
What does isSeen field refer to?
Asked by Mathieu Mailhos:

OpsGenie API for Alerts contain a *isSeen*: bool field for each alert.

<https://support.atlassian.com/opsgenie/docs/search-queries-for-alerts/>

What does this field exactly mean and how is it set?

Does it depend on the contact methods set (eg working for push notification but not for SMS or Email)?

Can an alert be *acked* but not seen?

Thank you


Answers:
author: Nick H
body: Hi [@Mathieu Mailhos](/t5/user/viewprofilepage/user-id/4792430) ,

isSeen refers to whether a user views the alert in the web or mobile application. So an alert be *acked,* and not seen.

comments: author: Mathieu Mailhos
body: Thanks [@Nick H](/t5/user/viewprofilepage/user-id/2540930)! That makes sense.
Incident-affected Team: Subscribe a service or become a Responder of that service?
Asked by Stefan Draber:

Hi all,

we have Team A, who's service A is always affected by incidents which occur on service B. Sometimes they have to be involved as they are part of the resolution process, sometimes they only need to be informed because their service is affected.

After some testing it seems to me that the alerting is pretty much the same, no matter whether Team A subscribes service B or whether they are set as responders in service B.

Which implementation would you choose and why? Are there any technical or processual "consequences" when choosing one or the other way?

Thanks and best regards,

Stefan

/edit: as far as I understand, service subscriptions are only featured in the Enterprise Plan. Is the option to be added as responder also possible in the Standard Plan? (as we're on Enterprise trial, I can't check it myself)


Answers:
author: Nick H
body: Hi [@Stefan Draber](/t5/user/viewprofilepage/user-id/4735559) ,

"*Which implementation would you choose and why? Are there any technical or processual 'consequences' when choosing one or the other way?* " - There aren't really any consequences of using either. Like you mentioned, both work very similarly. But there is the limitation that service subscriptions are only featured in the Enterprise Plan.

Multiple responders can be added to a Service under the Standard plan - so that would be the best option under this plan. Bug again, either would work under the Enterprise plan as well.


Tags: service

subscription
Request re-acknowledge of alert
Asked by Giovanni Tirloni:

We had a situation where an alert was acknowledged but forgotten (for various reasons).

Would it be possible to request a re-acknowledge every X minutes/hours if some conditions are met (e.g. high priority alert for a certain app).


Answers:
author: Nick H
body: Hi [@Giovanni Tirloni](/t5/user/viewprofilepage/user-id/4790174) ,

Closest thing to that use case is a [Notification Policy](https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/#Notification-Policy) which can restart notifications after X-time for high priority alerts.

These can be configured under a team's Policies tab, and that policy might look something like this:

![npc1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/186453iFDFEE6A7C57E5D92/image-size/large?v=v2&px=999 "npc1.jpg")

comments: author: Giovanni Tirloni
body: Thank you, that's very insightful.


author: Stefan Draber
body: Hi [@Giovanni Tirloni](/t5/user/viewprofilepage/user-id/4790174) ,

within escalation rules you can restart an escalation path and check the option to reset the acknowledge state in each restart.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/186472i24A3D6292DDA5BAD/image-size/large?v=v2&px=999 "image.png")

So you can create a new routing rule and escalation for your specific cases.


author: Nick H
body: \^ What [@Stefan Draber](/t5/user/viewprofilepage/user-id/4735559) mentioned above is also another option.

I should have mentioned earlier that restarting notifications through a Notification Policy will also revert the ack'd state too:

![npc2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/186479i1874757DB32E7B05/image-size/large?v=v2&px=999 "npc2.jpg")
Alert created via MongoDBCloud doesn't find my special Integration
Asked by FMDQ_SUPPORT:

Hello,

I've tried to configure MongoDbCloud Alerts like documentation :

* side MongoDbCloud : by setting with my Integration API URL
* side OpsGenie :by setting with an Integration MongoDB Cloud Manager

The both side the same API Key (or URL with API key).

I've also tried to configure my MongoDbCloud alert for Opsgenie directly with OpsGenie Integration key.

Result : When trying test button on MongoDB Cloud Manager side, an alert is received on OpsGenie but in activity log we find :

* Alert created via MongoDBCloud\[Default API-Create Alert\]
* Skipping Create alert notification policies for alert because it doesn't have an owner team.
* Skipping Create alert automationAction policies for alert because it doesn't have an owner team.

Could you please help me ?


Answers:
author: Nick H
body: Hi [@FMDQ_SUPPORT](/t5/user/viewprofilepage/user-id/4790085) ,

Are you noticing real alerts being created through Default API, or just the tests?

Opsgenie handles test alerts for MongoDB (and some other integrations) by using the Default API - so the connection can be tested with the actual integration processing taken out of the equation - but ensures there is a connection with Opsgenie.

Real alerts moving forward *should* trigger through the MongoDB integration.

comments: author: FMDQ_SUPPORT
body: Thank you Nick,

Regarding the real alerts, they apparently arrived through the same default-API.

We tried to redo the configuration on both sides but it did not give better results.  
We don't know what to do at this point.

Any new idea ?


author: Ymen Hdiguellou
body: Are there any update?


Tags: mongodb
Map opsgenie service to Bitbucket Repo via API
Asked by Lloyd Jones:

I can't seem top find an API to allow us to map a Bitbucket Repo to a service in Opsgenie. This would be really helpful as it would allow us to fully automate our onboarding process for new services in Opsgenie.

Thanks,


Answers:
author: Samir
body: Hi [@Lloyd Jones](/t5/user/viewprofilepage/user-id/1587432) ,

There isn't currently a way to map bitbucket workspaces/repos to opsgenie services via API, but I've gone ahead and entered a feature request for this.

Please let me know if you have anymore questions!

Thanks,

Samir


Tags: bitbucket
Getting API error when adding note to alert
Asked by Ramshankar:

Iam trying to add a note to an alert having tiny id 39 and getting the following error  
Tried doing the same with IdentifierType as ID and Alias, still getting the same error

Body(In JSON)  
{  
"user":"ramu",  
"source": "IT",  
"note":"Action executed API ram 3"  
}

<br />

{  
"result": "Request will be processed",  
"took": 0.007,  
"requestId": "ed26e563-b33c-479c-bcc5-41c6ff399202"  
}

<br />

{{server}}alerts/requests/ed26e563-b33c-479c-bcc5-41c6ff399202  
{  
"data": {  
"success": false,  
"action": "Add Note",  
"processedAt": "2022-03-03T08:13:24.088Z",  
"integrationId": "49cf8e9f-7ac7-438d-9086-3a48a940e46f",  
"isSuccess": false,  
"status": "\[tinyId\] length exceeds the maximum value \[6\]",  
"alertId": "",  
"alias": ""  
},  
"took": 0.004,  
"requestId": "ab2b9bd7-f764-478d-9226-8c2815651590"  
}


Answers:
author: Nick H
body: Hi [@Ramshankar](/t5/user/viewprofilepage/user-id/4787247) ,

Not entirely sure I've seen the error - *"status": "\[tinyId\] length exceeds the maximum value \[6\]"*, - but if you were trying to add a note to an alert via API, and use the Tiny ID in the parameters, it'd look like this:

![nc1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/186258iA77B9D0C64BF61CF/image-size/large?v=v2&px=999 "nc1.jpg")![nc2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/186259iF60A017707D60DB1/image-size/large?v=v2&px=999 "nc2.jpg")


author: Tom Russell
body: [@Ramshankar](/t5/user/viewprofilepage/user-id/4787247) it would help if you added the query parameters you're using. Make sure to match the identifier used in the URL with the type of identifier you're using:

* <https://api.opsgenie.com/v2/alerts/>\<fullID\>/notes?identifierType=id
* <https://api.opsgenie.com/v2/alerts/>\<tinyID\>/notes?identifierType=tiny

The error message seems to indicate you used 'identifierType=tiny' but maybe provided a full ID in the URL.
Query for users with status of 'SUSPENDED'
Asked by William Butt:

Hello,

In reference to this link; <https://support.atlassian.com/opsgenie/docs/search-syntax-for-users/>, is there a way to query for users with a status of 'SUSPENDEND'?


Answers:
author: Nick H
body: Hi [@William Butt](/t5/user/viewprofilepage/user-id/4345528) ,

I believe you can use one of the queries below to find your suspended users:

```
1) blocked: true


2) verified: false AND blocked: true
```

![usercomm1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/185908i3692A0E72F9D575A/image-size/large?v=v2&px=999 "usercomm1.jpg")

comments: author: William Butt
body: [@Nick H](/t5/user/viewprofilepage/user-id/2540930) ... thanks for the quick response Nick! Both of these work.

Many Thanks

William


Tags: user