youngmon/atlassian-qna huggingface dataset:
How to inhibit alerts outside office hours for teams in different time zones
Asked by Andrew Goldney:

We have five operational teams, each in a different state and in different time zones.

I'm trying to set up Opsgenie so that notifications for P3, P4 and P5 messages aren't created during night hours. I can do this using a user notification rule to restrict these messages to a set period. The problem with this is if a message occurs during the restricted period, there's no notification when the restriction finishes, so the user would be unaware that an alert was present unless they checked their app. I would like it to create an audible notification at the start of the restricted period if an unacknowledged message was present.

The other method I found was to set a teams policy to delay the notifications till the morning. This works great, except that it uses the account time zone rather than the user or schedule time zone. I could offset it for the teams that aren't on the account time zone, but then it'll be wrong when daylight saving starts as not all states apply it.

Does anyone have any ideas on how to overcome this?


Answers:
author: Samir
body: Hi [@Andrew Goldney](/t5/user/viewprofilepage/user-id/3664717) ,

In this scenario it sounds like a team notification policy to delay notifications that come in during certain times would be best, however you're right you may have to edit it when daylight savings time occurs.

Restricting a user's notification rules to only send notifications during certain hours will stop that user from receiving *any* alerts that go to them during the hours that the notification rule does not cover, there isn't a way to "delay" notifications via notification rules.

The other option is to set the routing rules on each time to route alerts to "no-one" that come in during off-hours, however that would have the same effect as no notifications would be sent at the start of business hours for alerts that came in during off-hours if they were routed to "no-one".

The team notification policy to "delay" notifications is the only option for actually delaying the notifications. I think that is your best option, and will just have to adjust the policy's hours when DST occurs.

Thanks,

Samir
Send repeat notifications
Asked by Derrek Woodworth:

Hello,

We have a small team that needs to respond to issues. Instead of escalating up we need it to repeatedly send notifications until someone from the team acknowledges it. I tried researching how to do this but nothing came up. If anybody has a link to an article or the answer it would be greatly appericated!

Thanks,

Derrek


Answers:
author: connor mcguane
body: I dont think this should be too hard. You will need your main Routing Rule to point at an escalation policy. This escalation policy will contain one step, to contact the whole team. Then, you can set that step to repeat. It will then continue until the alert is acknowledged.![2021-07-01 09_23_26-Opsgenie - AMPS.png](https://community.atlassian.com/t5/image/serverpage/image-id/149740iCE4F5508683DA183/image-size/large?v=v2&px=999 "2021-07-01 09_23_26-Opsgenie - AMPS.png")

comments: author: Derrek Woodworth
body: Smh I am completely blind. Thank you so much! Have a good day


author: David Brown
body: Is this only available on certain plans? We are currently trialing OpsGenie using the free plan and I don't see these rule options.

![Opsgenie_-_Engineering.png](https://community.atlassian.com/t5/image/serverpage/image-id/187892i94C886823E9951C5/image-size/large?v=v2&px=999 "Opsgenie_-_Engineering.png")


author: Eugene Salamatov
body: Same here. Very counterintuitive.
Why did we get 2 alerts for the same ticket?
Asked by Chris Thomas:

So we had 2 alerts created for the same issue. These were triggered by the JSM integration for Jira update.

The background on this issue is a bit chaotic so I'm not worried about this but it would be nice to know.

1. Ticket was created in JSM that did not match the webhook JQL.

2. Ticket was updated to match the webhook JQL

3. I updated the integration to create the alert when a ticket was updated

(This integration was set up before we went to JSM Pro)

This is the filter I added:

![Integration.PNG](/t5/image/serverpage/image-id/149559iFE7A6EDD8C1D27C4/image-size/large?v=v2&px=999 "Integration.PNG")

4. The alert was created in Opsgenie:

![Alert1.PNG](/t5/image/serverpage/image-id/149560i2F61DDE314B8DC05/image-size/large?v=v2&px=999 "Alert1.PNG")

5. Since the on-call user was already working on it, the alert was NOT ACK'd

6. The ticket was closed this morning and a new alert was created:

![Alert2.PNG](/t5/image/serverpage/image-id/149561i5D7E9A612959DB61/image-size/large?v=v2&px=999 "Alert2.PNG")

7. Both alerts were ACK'd and closed

Since Opsgenie is in the process of being rolled out to all IT teams, I would like to know why 2 alerts came up, but also because of how this ticket came about I'm not too worried about it.

From my understanding, the Alias should have prevented the 2nd alert from being created, but it didn't.


Answers:
author: Nick H
body: Hi [@Chris Thomas](/t5/user/viewprofilepage/user-id/3697803) ,

It *sounds*like the initial alert was closed. Then the JSM issue was once again updated - matching that Create Alert action - which caused another alert to be created.

Deduplication only occurs when there is an open existing Opsgenie alert. If the alias matches a closed alert, it's disregarded and Opsgenie will create a new alert.

Can you check the timestamps of when the first alert was closed, and when the second was opened?

comments: author: Chris Thomas
body: Maybe I didn't refresh my alert screen but I could have sworn the first alert was still un-acknowledged this morning.

However you are correct, the first alert was closed last night and the ticket was closed this morning. I still didn't know that a closed alert will create a new alert if the ticket is updated, so that's good to know.

Thank you for your help!.


author: Nick H
body: Closing the JSM issue would send something like you mentioned in the payload;

Event = jira:issue_updated

So your jira:issue_updated Create Alert action might also want to filter on statuses along with it:

![commfjds.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/149589i0215FB1B9724EFBD/image-size/large?v=v2&px=999 "commfjds.jpg")

![commasdfs.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/149584iEE5DA681F45494F2/image-size/large?v=v2&px=999 "commasdfs.jpg")
How to get rid of deleted rotation appearing in final schedule
Asked by webadmin:

Hi,   

I made a rotation but then deleted it. It is still showing up in the final schedule and I cannot seem to get rid of it. Does anyone know how I can remove it?  

![deleted-rotation.png](https://community.atlassian.com/t5/image/serverpage/image-id/149417i68CC99AA9A197981/image-size/large?v=v2&px=999 "deleted-rotation.png")


Answers:
author: Samir
body: Hi [@webadmin](/t5/user/viewprofilepage/user-id/4454624) !

When you delete a rotation, it will still show up in the final schedule since it doesn't delete the "history" of that rotation. If you move the schedule further into the future, you will see the deleted rotation will no longer show up in the final schedule, it just shows the rotation up until it was deleted.

Hope that helps!

Thanks,

Samir
Alert does not Close if previously been Acknowledge
Asked by serge calderara:

Dear all,

we have an integration to dynatrace in opsgenie.

We notice a wierd scenario that we cannot explain.

When Alert is coming from opsgenie, it is created correctly with status OPEN  
Then if we do nothing on Opsgenie Alert and a new Alert with same Alias with status RESOLVED is coming, the current Alert gets Closed. So far so go

If we repeat the same process, but instead we Acknowledge the Alert in Opsgennie, when the RESOLVED Alert is coming from Dynatrace, then the Opsgenie Alert does not close.

The only difference between those 2 scenario is the manual ACK between

Any idea why ?

regards


Answers:
author: serge calderara
body: We find the reason which was due to the Create Action configuration filter which was missed configured.

It has the "Match one or more condition below" criteria filter instead of "match all condition below"

Du to that, as a single condition was matching in the CREATE action, it was executing that action even if the state of the Alert was RESOLVED, and then it skipped all other action.

regards


author: Chris Thomas
body: Could you post a screen shot of your "Close alert" integrations?

comments: author: serge calderara
body: hello [@Chris Thomas](/t5/user/viewprofilepage/user-id/3697803) I just made a Test with Default API Integration.

By creating a manual Alert and incident, then it create a Responder Alert as well.

Then I acknowledge both Alert  
Then I resolve the incident and Alerts did not close, the remains ACK

regards


author: serge calderara
body: We find the reason which was due to the Create Action configuration filter which was missed configured
Auto-refresh "Who is on-call" screen
Asked by Chris Thomas:

This may be a feature request but if you have a workaround, I would be glad to hear it.

We recently implemented the Opsgenie schedule in our IT department. Our Helpdesk has an extra monitor that they would like to use to display the "Who is on-call" screen with "All schedules" selected.

The problem is as the hours go by they need to refresh the screen as it doesn't update. There are browser add-ons that do this, but then it defaults back to "My Schedule" and they need to click the "All schedules" button again.

I know this is just an annoyance, but may be a simple fix. Would this be of use to anyone else?


Answers:
author: Samir
body: Hi [@Chris Thomas](/t5/user/viewprofilepage/user-id/3697803) ,

We do have a feature request for the alert dashboard to auto-refresh, so I can certainly enter one for the "who is on-call" page to auto-refresh as well. I can see how that would be helpful, thanks for the suggestion!

-Samir


author: Gorka Puente _Appfire_
body: Hi [@Chris Thomas](/t5/user/viewprofilepage/user-id/3697803)

We offer a commercial app called [Dashboard Hub for Jira](https://marketplace.atlassian.com/apps/1223898/dashboard-hub-for-jira-reports-charts?hosting=cloud&tab=overview "Dashboard Hub for Jira"), which among others, integrates Opsgenie (like the [On-call schedule gadget](https://help.roninpixels.com/RDD/On-call-schedule.123961506.html "On-call schedule gadget")). And just recently, we launched a new feature called [High Priority](https://help.roninpixels.com/RDD/Manage-Dashboards.87490975.html#ManageDashboards-HighPriority "High Priority") gadgets. This allows to set a 1 minute refresh rate (although Opsgenie [API rate limit](https://docs.opsgenie.com/docs/api-rate-limiting "API rate limit") is not the best for this...).

Hope this helps!
Not getting Incident Alert (voice notification) at the telephone
Asked by Mark Harding:

Have set up Incident Alert notifications. When a new Major Incident is created in OpsGenie, the SMS and email Alerts are working fine, but the Voice Alerts are not working.

I've checked Audit Log and get the following;

**29-Jun** **09:56** **notification** Mark Harding

Rule\[New Alert\]\[Create\]\[Immediate Step\] -\> An aggregated \[voice\] notification will be sent to \[44-xxxxxxxxxx\] soon

(obviously, I have anonymised my telephone number)

It states "soon", but the voice notification is never received. I have tried mobile numbers and land lines, but with no success.

Any help gratefully received,..


Answers:
author: Chris Thomas
body: I don't think this is the issue as it logs an attempted voice call, but are your on JSM Premium/Opsgenie Standard?

JSM standard does not support voice calls.

comments: author: Mark Harding
body: It is definitely a Plan thing,.. thanks.


Tags: alert
Update component in Statuspage when tagging alerts
Asked by Nico Lenaerts:

Hello,

We would like to automatically adjust the status of a component on StatusPage by applying tags on alerts.  
The integration "StatusPage" is correctly defined and when we (manually) set the correct tag: **cmp_\[component name\]:\[status\]** on an alert, the StatusPage component is also updated correctly.  
So far everything ok.

We have now created a Global policy that sets the same tag on the alert (works perfectly), but the status page does not want to update automatically.

So adding a tag manually works (component on StatusPage is updated)  
But setting the same tag via a policy, the component doesn't update.

Does anyone have an idea where the problem might be?

Thank you


Answers:
author: Samir
body: Hi [@Nico Lenaerts](/t5/user/viewprofilepage/user-id/4457220) ,

It sounds like you have the integration setup so when the tag is added to the alert, the component is updated in SP...

e.g.

![2021-06-30_09-46-58.png](https://community.atlassian.com/t5/image/serverpage/image-id/149552iCCC6DB8E5E80D1D0/image-size/large?v=v2&px=999 "2021-06-30_09-46-58.png")

That applies to the action of "adding a tag to an alert", so that's why it works when you *manually* add the tag to the alert.

However the policy adds the tag to the alert alert *before* it's created, so essentially the alert is being created *with* that tag, there isn't a separate action that is adding the tag after the alert is created, so that action isn't being triggered in the integration

So in that case, you'd want to setup the integration so that when an alert is *created,*it will create an incident in SP and update the components'/incident's statuses according to the tags...

e.g.

![2021-06-30_09-47-15.png](https://community.atlassian.com/t5/image/serverpage/image-id/149553i0A7781893C7AC8A8/image-size/large?v=v2&px=999 "2021-06-30_09-47-15.png")

Hope that helps!

Thanks,

Samir

comments: author: Nico Lenaerts
body: Hey Samir,

Thx for your feedback!

From what you are saying I did come up with a solution that matches our needed configuration in OpsGenie.

I've setup the StatusPage integration as followed:

- Apply only when tag "statuspage" is present.

- Create alert --\> Create incident and update component

- Ackn \& close alert --\> Close incident and set component back to operational

Global policies (forEach StatusPage component):

- Update (add) tag to alert based on personal criteria

--\> Tag: "statuspage" \& tag "cmp_\[component name\]:\[status\]"

Now our components in StatusPage will update automatically based on alerts that are flowing into OpsGenie

Thank you!


author: Samir
body: Great! Glad you got it working as desired!


author: Gbolahan ?Damiloladml07? Odedeji
body: Good ???


Tags: statuspage
Where can I find Incoming Call integration for Opsgenie
Asked by Cl?ment PICOT:

Hello everyone,

My team and me are trying to install "Incoming Call" integration on Opsgenie but we can't find path to do so.

On [documentation](https://support.atlassian.com/opsgenie/docs/incoming-call-routing/#:~:text=Go%20to%20Settings%20%E2%86%92%20Integrations.%20Select%20Incoming%20Call.), it is said I need to go in settings and integration, but as you can see below, there is no such category :

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/149267i6E085007195E87E1/image-dimensions/153x93?v=v2 "image.png")

We found the category by going in "Teams", selectioning a team, clicking "Integration" then clicking "Add an integration".

But even here, either by searching with the bar or manually, we can't find anything close to "Incoming call" :  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/149269i29D8D296B03B0E57/image-dimensions/262x184?v=v2 "image.png")

Do you have any idea of where to find this integration ?  

Sincerely,

Cl?ment PICOT


Answers:
author: Nick H
body: Hi [@Cl?ment PICOT](/t5/user/viewprofilepage/user-id/4449966) ,

It's important to note that the Incoming Call integration is only included on the Standard and Enterprise Opsgenie plans. It is not included with any JSM plans at this time.

Like our documentation mentions, this integration needs to be added from the Settings tab \>\> Integration list tab. It cannot be added from under a team's Integrations tab.

If you do not see the Settings tab \>\> Integration list tab, then it's most likely a restriction with your role in the account. Only account Admins and Owners will have access to this.

-Nick

comments: author: Cl?ment PICOT
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930) ,

Thank you, we were convinced to have the standard plan but we didn't.

Best regards,

Cl?ment PICOT
Is there an Opsgenie forum for the slack bot?
Asked by bryan:

Where is the right place to ask about and/or provide Feedback regarding the Slack App (**/genie** command)?

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


Answers:
author: Jack Brickey
body: This is a good place to post questions. However if you want to provide feedback do that directly from the app via the feedback link.


Tags: slack
How to filter alerts/incidents assigned to me in the Opsgenie mobile app ?
Asked by Radu Serbanescu:

How to filter alerts/incidents assigned to me in the Opsgenie mobile app ?


Answers:
author: Nick H
body: Hi [@Radu Serbanescu](/t5/user/viewprofilepage/user-id/3575793) ,

By default, the alerts and incidents shown in the mobile app are the ones you are a responder of - whether that's any teams you are a member of, or added as an individual responder to.

I don't believe there is a way to filter alerts assigned to you directly. So you may want to create a saved search in the web app with a query like:

owner: "your.email@opsgenie.com"

This would then be viewable in your mobile app as well:

![mobcomm1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/149315i94BA6EA1EFB8918D/image-size/large?v=v2&px=999 "mobcomm1.jpg")![mobcomm2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/149314i465437E7AC1828D9/image-size/large?v=v2&px=999 "mobcomm2.jpg")

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

Other useful links:

[Navigate the alerts list](https://support.atlassian.com/opsgenie/docs/navigate-the-alerts-list/)

[Search queries for alerts](https://support.atlassian.com/opsgenie/docs/search-queries-for-alerts/)


Tags: cloud
Alert creation policy for creation
Asked by serge calderara:

Dear all,

We have integrate dynatrace with opsgenie and the Alias field is mapped to ProblemID in order to be unique. Actually we have an alert coming from Dynatrace which is send to often and due to that increase the Alert count

Is there a way to create an Alert policy which will create an Alert only if the duplicated count value is \> 3 for instance ?

regards


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

Opsgenie does not have this type of functionality currently; create an alert when the deduplication count increases to 3 \>

The closest thing is using a Notification Policy. These can be used to delay / suppress notifications until the deduplication count reaches a count of 3:

<https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/#Notification-Policy>

-Nick


Tags: jira
Alert and Jira Service Management issue creation
Asked by serge calderara:

Dear all,

We are actually testing opsgenie with Jira Service Management integration.

Our context is as below :

1 We receive alert from Dynatrace

2 Alerts create automaticaly an incident in Opsgenie for Alert of type P1

3 - Opsgenie create a corresponding Responder Alert in linked to that incident

What we are doing :

1 When responder alert is create, we would like to create a Problem issue in SM

2 The team will work directly on the Jira problem issue in order to get a better history steps on the incident

**How to do the following:**

1 - When only the related problem is updated we need to update a note in Opsgenie reponder alert

2 - If we close the problem in SM we need to close automatically the incident and the reponder Alert

3 We do not want any opsgenie alert creation if a jira webhook event is happening but instead only update related problem in link with opsgeni alert

Thanks for help on how to handle that configuration

regards


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

1. What do you mean when "related problem is updated" you want a note added to Opsgenie responder alert? Where is the "problem" being "updated", and what do you mean by updated in this case?

2. There isn't a way to have the incident be closed when the issue is closed in JSM. However, if the responder alert *created* the JSM issue, then when the JSM issue is resolved/closed, the responder alert should be closed automatically.

comments: author: serge calderara
body: Hello [@Samir](/t5/user/viewprofilepage/user-id/2168284) , during the time of your reply I manage to do it.

Problem isin fact an issue type in Jira SM.

By the way, actually I am able to create a Jira Issue when an Source Alert is created.

But how to create an Issue when the Responder Alert is created only not the assicated Alert ?

What is the rule to be used in order to identify only the responder Alert for Jira issue creation ?
REST-API CORS issues
Asked by markus.heckler:

Dear Opsgenie-Community,

I'm currently implementing a web application in Angular to utilize the Opsgenie REST Api. The integration is already setup and it works when using Postman.

When I try to do a GET against the <https://api.opsgenie.com/v2/alerts> endpoint, my browser throws the dreaded CORS error:

Access to XMLHttpRequest at '<https://api.opsgenie.com/v2/alerts>' from origin 'https://localhost:4200' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource.

I feel like I'm missing something but I can't seem to find any option to whitelist my localhost in Opsgenie or any option to enable to tell Opsgenie to reply to the preflight with an Access Control Allow Origin header. What am I missing here?

Regards


Answers:
author: markus.heckler
body: As always, the issue was sitting in front of the screen.

I was able to add a proxy.conf.json to my project with the following configuration:

```
{    
 "/v2/*": 
{
        "target": "https://api.opsgenie.com",
        "logLevel": "debug",
        "changeOrigin":true    
 }
}
```

comments: author: Oleksandr Kovov
body: Hi Markus, community I'm having identical situation  
have created ***proxy.conf.json*** in src folder:  

```
{    
 "/v2/*": 
{
        "target": "https://api.eu.opsgenie.com",
        "logLevel": "debug",
        "changeOrigin":true    
 }
}
```

added configuration to ***angular.json*** as part of development configuration  

```
              "browserTarget": "angular-example:build:production",
              "proxyConfig": "src/proxy.conf.json"
```

but still getting :

```
Access to XMLHttpRequest at 'https://api.eu.opsgenie.com/v2/alerts?query=status=open' from origin 'http://localhost:4200' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource.
```

Maybe I missed something?  
Node: 18.15.0  
Angular 15.2.9  
Angular CLI: 15.2.8  
npm 9.5.0  


author: Oleksandr Kovov
body: at least what i found is that to at least start proxy working in corresponding ***service.ts*** file I had to change original url to local  

```
  getAlerts(){
    const headers = new HttpHeaders({Authorization:'GenieKey xxxxxxxxxx'});
    return this.http.get('v2/alerts?query=status=open', {headers: headers, responseType: 'json'}); 
    }
```

and now I'm getting:

```
localhost:4200/v2/alerts?query=status=open 504 (Gateway Timeout)
```


author: Oleksandr Kovov
body: ```
(Gateway Timeout)
```

issue solved as I was in VPN behind proxy