youngmon/atlassian-qna huggingface dataset:
Need Help in getting Alert Notification mails from Opsgenie
Asked by Anil Kumar:

I have been granted Opsgenie access earlier but there is an issue with alerts not coming up. I had configured notification and other settings, but still I miss alerts notifications. It is weird that I was receiving alerts on odd days and not receiving any alert on other days making it really difficult to address alert at the right time.

Could some one act on this issue.

Thanks!!


Answers:
author: Brennan Kiely
body: Hi Anil,

I would suggest opening a ticket at support.atlassian.com so we can investigate this issue further with specific examples.

-Brennan
Is there a way to let all users see a particular type/category of incident?
Asked by Ryan Steed:

<https://support.atlassian.com/opsgenie/docs/incident-visibility-and-action-permissions-for-responders/>  

We are a cloud platform team and we have recently given the developer teams the ability to create incidents for our team, if they suspect there is a platform related issue. The problem that we are encountering is once the person creates an incident, they lose all visibility to it.  

The support doc above makes it seem like the only options for viewing incidents is at the user level. Either a user has privileges to see all incidents, they're part of the responders, or they can't see an incident. We would like to be able to set view privileges at the incident level so that:  

A: Either the team that created an incident can see the incident, the status, and any updates  

OR  

B: Everyone can see the status of a particular incident.  

Ideally we would like to not enable the entire org seeing all of our incidents, and just limit it to those that are created through this particular API. But if we need to make all of our teams incidents visible to the entire organization, we can. I'm not seeing a way to do that either. The caveat is that if we go this route where everyone can see our incidents, we would like to limit them to "read only" so that they can't close an incident for us.


Answers:
author: Mubeen Mohammed
body: Hello [@Ryan Steed](/t5/user/viewprofilepage/user-id/5376708)

Thank you for contacting the Atlassian Community! this is Mubeen from Opsgenie support team.

I am assuming your developer team is creating incidents using the [Incident API](https://docs.opsgenie.com/docs/incident-api) option. Correct me if my understanding is not valid. Your understanding is correct Opsgenie responders with default user rights will be able to see all incidents on their accounts. If you want to restrict the users to view only a specific set of incidents and have view restrictions on other incidents then please follow the below options.  

- As specified in the [document](https://support.atlassian.com/opsgenie/docs/incident-visibility-and-action-permissions-for-responders/) you are required to [create a custom role](https://support.atlassian.com/opsgenie/docs/learn-user-roles-and-permissions/#Creating-New-Custom-User-Roles) with restrictions to not view all Incidents and add the developer team users to Opsgenie instance with this newly created role.

- Once the users are available in Opsgenie then every time an incident is created those users need to be part of that incident as Responders to view that specific Incident. With that the users added as responders with the custom role will only view the incident created with them and no other incident from your Opsgenie instance.

I hope the details provided are helpful.

Regards  
Mohammed Mubeen  

Cloud Support Engineer
Notify based on alert priority on different times
Asked by kmar_benabdallah:

Dear Opsgenie community,

We would like to introduce a new alerting logic whereas we notify the rotation based on the alert priority either during the full day or specific hours.

To provide concrete examples, we have enabled jira integration to create opsgenie alerts.

We would like to differentiate between jira tickets with highest priority, P1 in opsgenie and jira tickets with high priority, P2 in opsgenie.

In our case we have just one team and one rotation to be used for both alerts priorities.

But we would like to make sure that:

- if an opsgenie alert is with P1 priority, alert the rotation without additional time constraints.

- if an opsgenie alert is with P2 priority, alert the rotation only between 9 am and 6 pm.

Were you able to setup this behavior ?

Waiting for your recommendations.   

Thanks !


Answers:
author: John M
body: Hi [@kmar_benabdallah](/t5/user/viewprofilepage/user-id/5270038) ,

You can achieve this using two routing rules; one with time interval restrictions and one without. Here is an example:  

If an opsgenie alert is with P1 priority, alert the rotation without additional time constraints:

![2023-11-29_09-58-52.png](https://community.atlassian.com/t5/image/serverpage/image-id/294481i7D9CDEB44C8B9749/image-size/large?v=v2&px=999 "2023-11-29_09-58-52.png")

If an opsgenie alert is with P2 priority, alert the rotation only between 9 am and 6 pm:

![2023-11-29_10-00-03.png](https://community.atlassian.com/t5/image/serverpage/image-id/294482i725668BEE67F9FF1/image-size/large?v=v2&px=999 "2023-11-29_10-00-03.png")


Tags: jira-cloud
Control Jira alerts in OpsGenie
Asked by Murali Veeraiyan:

We find that all incidents in Jira are automatically created as alerts in OpsGenie irrespective of the config i've provided in OpsGenie Jira connector.

How can we control these Jira alerts in OpsGenie? Can we turn off these Jira incident alerts in OpsGenie?


Answers:
author: John M
body: Hi [@Murali Veeraiyan](/t5/user/viewprofilepage/user-id/5348322) ,

Are you using the [Jira integration](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/) in Opsgenie to create alerts? Are the incidents in Jira creating alerts in Opsgenie or Incidents in Opsgenie?

comments: author: Murali Veeraiyan
body: I believe we are getting alerts through Jira Integration as well as JSM Incidents directly created as alerts in OpsGenie.

We would like to remove the latter. How do we remove the JSM incidents in OpsGenie?


author: Chris DeGidio
body: hi [@Murali Veeraiyan](/t5/user/viewprofilepage/user-id/5348322) the alerts you are noticing are more than likely due to the incident managed project settings within your jira project. Here is the documentation on this: <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-responder-alerts/>

You will want to go into Project Settings \>\> Incident Management and toggle off that responder feature.

Please let us know how that goes.
Opsgenie - connect to Jira SM outside the organization
Asked by Csaba Vertessy:

Hey folks,

Do you know if it is possible to link a different Jira SM outside the organization to our Opsgenie?

Use case: be able to we manage two Jira instances, one is ours the other one is from outside the organization.

We have Opsgenie in place, but we need to be able to create from/to our Opsgenie Incidents and Alerts in the remote instance.

Based on the documentation there is nothing about how 2 Jira Cloud instances could be linked to Opsgenie.

I was thinking about to use for that an API integration instead by setting up a webhook in Jira SM to send info to Opsgenie.

Any idea how it could be done?


Answers:
author: Alan Violada
body: Hey Csaba, Alan from the Opsgenie Support team here.

Looking at your use case, you should be able to accomplish this with the webhook-based JSM/Opsgenie integration:

[Integrate Opsgenie with Jira Service Management](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/)

Regards,

Alan

comments: author: Csaba Vertessy
body: Hey Alan,

thanks, it was sooooo obvious.... :)

Indeed, I was able to create the integration.

Cheers


Tags: integration
Why are Opsgenie alerts randomly getting assigned to one team instead of multiple teams?
Asked by Sarthak Patnaik:

Hi Community,

So we have the Opsgenie integrated with AWS CloudWatch to trigger alerts on Opsgenie every time certain alarms are generated on CloudWatch.

We have 2 different teams setup on Opsgenie to receive these alerts via 2 separate integrations respectively. There are certain alerts that meet the routing criteria for both the teams and we expect alerts to be routed to both the teams.

However, alerts get created and routed to either teams randomly. For example - Alert #812 was created and assigned/routed to members of Team1. Alert #815 was created after an hour and assigned/routed to members of Team2. #812 and #815 were essentially from the same CloudWatch alarm.

![2023-11-27 10_23_58-Clipboard.png](/t5/image/serverpage/image-id/293720iD09DB9B36395C699/image-size/large?v=v2&px=999 "2023-11-27 10_23_58-Clipboard.png")

Based upon the routing criteria on the 2 separate integrations, both the teams should have been alerted.

How do we get this working? Thanks in advance.

Regards,

Sarthak


Answers:
author: Russell Chee
body: Hey Sarthak,

Thanks for reaching out to the community, I hope you are well.

I can see that you've lodged a ticket with us in Opsgenie Support to further investigate this issue on the workflow you're experiencing with your Opsgenie account.

Because this issue is already being looked into please continue to communicate via that particular ticket. If you need anything else reach out on it and we'll continue to help. All the best!

Russell


author: Russell Chee
body: Hey Sarthak,

Thanks for reaching out to the community, I hope you are well.

I can see that you've lodged a ticket with us in Opsgenie Support to further investigate this issue on the workflow you're experiencing with your Opsgenie account.

Because this issue is already being looked into please continue to communicate via that particular ticket. If you need anything else reach out on it and we'll continue to help. All the best!

Russell


Tags: cloud
Opsgenie external services priority mapping
Asked by Katrina Pambid:

Under the external services priority mapping, what is the difference between  
**Statuspage Impact Mapping** and  
**Problem Severity - Alert Priority Mapping?**


Answers:
author: John M
body: Hi [@Katrina Pambid](/t5/user/viewprofilepage/user-id/4940569) ,

John from Statuspage support here - happy to help!

The **Statuspage Impact Mapping**is for mapping alert priority directly from the Statuspage incidents that are created.

**The Problem Severity - Alert Priority Mapping** on the other hand, maps alert priorities for problems that you manually report directly from the Opsgenie service:

**![2024-01-08_15-46-46.png](https://community.atlassian.com/t5/image/serverpage/image-id/299484i56DFABE8F59A078F/image-size/large?v=v2&px=999 "2024-01-08_15-46-46.png")**

**![2024-01-08_15-48-26.png](https://community.atlassian.com/t5/image/serverpage/image-id/299485i9634806ED6D38853/image-size/large?v=v2&px=999 "2024-01-08_15-48-26.png")**


Tags: cloud
SCOM-Opsgenie integration not working
Asked by Akanksha Kulshrestha:

Hi,

We have this SCOM-Opsgenie integration in place and are using SCOM 2019 which all of sudden stopped working, alerts are not being forwarded to Opsgenie.

When I tried to forward them manually, they are forwarded but the same is not happening automatically.

Have cleared all the criteria from SCOM and Opsgenie end for the testing, actually recently our SCOM servers underwent for migration that includes only the IP change post then they stopped working.

Below is one of the error:  
\[SCOM-SCOM\] Skipping incomingData, no matching actions found

2023/11/23 17:44:45.731  
**JSON** **Raw**  
{ "_incomingData": { "_parsedData": { "delayIfDoesNotExists": "true" }, "integrationType": "SCOM", "integrationName": "SCOM", "integrationId": "2100cf1c-c784-418f-86f6-69936753191d", "incomingDataId": "27f9fd45-16dd-4fb8-9e62-e8ef427b56d6" } }


Answers:
author: Arumugam M
body: Hey [@Akanksha Kulshrestha](/t5/user/viewprofilepage/user-id/3807783) ,

Thanks for reaching out. This is Arumugam from Atlassian Support.

I understand that there have been some modifications to your SCOM server and the integration isn't functioning as expected afterwards.

We're keen to examine the logs from both Opsgenie and SCOM to understand what could be going wrong.

Could you kindly contact our support team at <https://support.atlassian.com> with the relevant information? Our team should be able to assist you further.

Your understanding is greatly appreciated.

Thanks,

Arumugam


Tags: cloud
Download OEC
Asked by Scott Wright:

I can't find the install for Edge Connector. Can someone send me the link or tell me where I can download?


Answers:
author: Ste Wright
body: Hi [@Scott Wright](/t5/user/viewprofilepage/user-id/3747829)

Check out this page: <https://support.atlassian.com/opsgenie/docs/opsgenie-edge-connector-installation-packs/>

Does this have what you need?

Ste
Opsgenie Payment From Credit Card Failure
Asked by David Co:

I'm trying to upgrade my subscription from free tier to Essentials. However after I "Select Essentials", I get the error "The card is not allowed to be used in payment process. Please contact to Opsgenie Support". I've triple checked the credit card details and they are all correct. What's even more odd is that the payment went through to the credit card.

I've confirmed the account is still on free tier


Answers:
author: Ste Wright
body: Hi [@David Co](/t5/user/viewprofilepage/user-id/4704313)

Have you tried to contact Opsgenie Support, as the error message suggests?

Ste


author: David Co
body: The issue was due to this being the first payment on opsgenie , the credit card was flagged.

This needed to be whitelisted by the opsgenie support team


Tags: cloud
OpsGenie Alert is not triggered for a P1 System incident
Asked by Wojtek Szczerbinski:

Hi Guys,  

I have a problem when trying to trigger an alert for a new team in OpsGenie.  
Whenever we have a ticket that meets a P1 criteria it triggers an alert for a designated team. We trigger it based on a Component.   
For some reason, it doesn't work for a new team for which I created a new component - DevOps.  
We use OpsGenie to trigger an alert whenever the ticket meets the following criteria:

1. Component matches - DevOps
2. Issue type equals - \[System\] Incident
3. Priority Matches - P1 Critical

![2023-11-22_13h38_37.png](/t5/image/serverpage/image-id/293184i03E9E579D7D1AB29/image-size/large?v=v2&px=999 "2023-11-22_13h38_37.png")  

<br />

![2023-11-22_13h43_02.png](/t5/image/serverpage/image-id/293186iBA9194AA17ABC4F2/image-size/large?v=v2&px=999 "2023-11-22_13h43_02.png")![2023-11-22_13h43_09.png](/t5/image/serverpage/image-id/293187iC718E310572A4116/image-size/large?v=v2&px=999 "2023-11-22_13h43_09.png")  

I created this set up based on another team that we already created in OpsGenie and for the other team it works flawlessly.   
Is there a way for me to find an audit of why it wasn't triggered? Something like the one we have for failed automations?  
I don't even see the alert in the OpsGenie.  

Let me know if I need to provide anything more related to the configuration of this.  

Thanks,  
Wojtek  


Answers:
author: joseph kwan
body: Hi [@Wojtek Szczerbinski](/t5/user/viewprofilepage/user-id/5186948) , I'm assuming that you are setting up an integration. You might want to check the condition that you've set up for Priority. I think the operator should be 'equals' instead of 'matches'.

I've had similar issues with integration not being triggered when an alert doesn't have a responder team (which owns the integration).


author: Wojtek Szczerbinski
body: Feel free to close this thread. Atlassian Support is checking the OpsGenie configuration inside of our organization.


author: Sergey Rostovskiy
body: may be do you have already opened alert with same title in opsgenie. Try to close it and resend alert

comments: author: Wojtek Szczerbinski
body: Thanks for the suggestion [@Sergey Rostovskiy](/t5/user/viewprofilepage/user-id/4870402) but I checked and that's not the case here. Any other suggestions?
Added account text to AWS RDS Alert Messages
Asked by Pablo Villarruel:

Hello,

I hope this message finds you well. I am reaching out for assistance with a query related to AWS SNS alerts for AWS RDS status.

I am using a single integration for all my AWS accounts and receiving various RDS event alerts when updates or restarts occur. I am looking to add additional information to each message by including a label indicating the origin account. Could you please guide me on how to achieve this?

Your support in this matter is highly appreciated.

Thank you,


Answers:
author: Nick H
body: Hi [@Pablo Villarruel](/t5/user/viewprofilepage/user-id/5369343) ,

I don't think what you are asking for will be possible.

There is the option to [deduplicate](https://support.atlassian.com/opsgenie/docs/what-is-alert-de-duplication/) alerts when an "update" is sent to Opsgenie about one alert. Opsgenie can simply increase the count of the alert instead of creating a new one entirely.

Unfortunately no label, tag or update to the alert fields can be done at this time. We do have an open feature request for this you can follow, watch and vote for here: [Ability to update alert fields on deduplication](https://jira.atlassian.com/browse/OPSGENIE-1362)

Although there is no workaround listed in that feature request, you could add a note to the alert any time it's deduplicated so there's at least visibility into the request received. For this, you'd want to edit the integrations Create Alert action(s) under the [Advanced tab](https://support.atlassian.com/opsgenie/docs/use-advanced-integration-settings/) of the integration.

Here you can control what field(s) would be added as a note when an alert is created. Important to note as well when an alert is deduplicated, it too uses a create alert action - so it could add a note for any "update" or deduplicated alert:

![aws1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/293249i41DF671A0CDCD3CB/image-size/large?v=v2&px=999 "aws1.jpg")


Tags: cloud
Integration with vCenter v7, how can this be done?
Asked by Christopher Arsena:

I'm trying to find some proper instructions as to how to integrate with vCenter v7, as it appears the instructions are for a Windows Appliance which was last done I think in v6.7. Any update? Or do I just simply need to go with the Email integration.


Answers:
author: Rafael Meira
body: Hello Christopher,   

I am not sure exactly which integration are you referring to, Center v7? Is it the Jira v7?  

If it is not, indeed, this is done via Email as we don't have an integration for it.  

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

<br />

Let me know if you have any other questions.  

<br />

Best,  
Rafa


Tags: cloud
Do we have call recording option for Opsgenie war room
Asked by KRISHNA CHAITANYA REMALLI:

Please let me know and please answer my question.

Do we have call recording option for Opsgenie war room.


Answers:
author: Ste Wright
body: Hi [@KRISHNA CHAITANYA REMALLI](/t5/user/viewprofilepage/user-id/5348240)

Not at this stage; there is a feature request you could vote for though? Check out [OPSGENIE-766](https://jira.atlassian.com/browse/OPSGENIE-766)

Ste

comments: author: KRISHNA CHAITANYA REMALLI
body: Ok present we don't have right.


author: Ste Wright
body: No, not at this point.

Ste
uwzorgonline3.app.opsgenie.com is not found within organisation and unknown who is owner
Asked by Jody de Vries:

Hi for the domain uwzorgonline3.app.opsgenie.com seems to be our opsgenie. But there is no information who is the admin there or who claimed it. Can this be fixed?


Answers:
author: Ste Wright
body: Hi [@Jody de Vries](/t5/user/viewprofilepage/user-id/921857)

I'd contact Atlassian Support for this one; whilst Atlassian team members are active on the Community, it's mainly other users like yourself!

You can contact Atlassian Support here: <https://support.atlassian.com/>

Ste
How can we get the same AD on-Prem Utility capabilities when using fully Azure AD?
Asked by Malek Affes:

I would like to ask about an issue we are strugguling a bit with it:  
We are aiming to put EOF for Microsoft AD soon and use fully Azure AD. part of this project is to migrate the utitlity provided by Opsgenie <https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-microsoft-active-directory/>  
And use a new one to intergate Opsgenie with Azure AD. Atlassian-Opsgenie doesn't provide the equivalent utility or guidelines to migrate certain capabilities that the utility used to offer.  
The way how we work with the utility today is the following:  
- A new team to add to Opsgenie:  
\* Add Team in AD by creating a group  
\* Add two users to that group in AD  
\* the utility run twice a day and will add a new team in opegenie a create membership for the two users.  
\* we will add other team members the same way (add in AD group and then the utility add membership in Opsgenie)  
- Deleting a user:  
\* User disabled in AD  
\* Utility will apply deletion in Opsgenie for disabled or deleted users in AD  
Did anyone have an idea how can migrate from this utility keeping the same capabilities?


Answers:
author: Skyler Ataide
body: Hi Malek,

Thanks for posting this question to the community! Unfortunately, the short answer here is that there isn't currently a built-in functionality between Opsgenie and Azure Active Directory that allows for automatic team provisioning based on AD groups and automatic user de-provisioning when a user is removed from Azure AD. [Atlassian Access](https://www.atlassian.com/software/access) is one solution that allows for automatic user de-provisioning, but as far as for assigning team membership, this would need to be done either via the [teams API](https://docs.opsgenie.com/docs/team-api) or manually in Opsgenie. It will be valuable for us to know if there are other organizations looking for this type of functionality between Opsgenie and Azure Active Directory. If you would like, I can raise a public feature request where we can also track feedback on adding this functionality.


Tags: active-directory

azure

cloud
Problem with calls in OpsGenie crackling sound, not able to connect to some phone numbers
Asked by Maciej K?dziora:

Hi,

I have problem with OpsGenie and Twillio.

I bought numer from twillio, connected it properly to OpsGenie as integration. I call to the number provided by Twillio I am forwarded properly to the on call user. The problem is that some numbers (from on call user) are working properly, I hear the custom Welcome Message set in intergration, the call is routed to the on call user after clicking number on the phone keyboard and I hear clear voice (on both sides). More often happens that the caller hears crackling sound, no welcome message, call is properly routed to the on call user, but after anwsering there is no sound and random disconnects after few seconds.

The logs look the same for diffrent numbers, but only 1 works out of 4. How to debug and fix it?


Answers:
author: Russell Chee
body: Hey Maciej,

Thanks for reaching out to the community, I hope you are well.

Furthermore thank you for raising this issue with us about a crackling sounds and call issues happening with your Incoming Call integration.

For your issue, could I please ask you to reach out to our Opsgenie Support team here for further assistance: <https://support.atlassian.com/contact/>.

The reason being is because we may need to discuss some sensitive information about your Opsgenie account and a public platform may not be suitable for that.

Please let us know if you need anything else in the meantime. All the best!

Kind regards,  
Russell