youngmon/atlassian-qna huggingface dataset:
Creating a notification policy to suppress alerts based on Time Zone
Asked by John Mardlin:

I would like to setup a notification policy such that P3 or lower will be delivered at 9 am on a weekday, *for the on-call engineer*.

However in the policy settings, I do not see any awareness of timezone, or even a clear indication of which timezone is being used:

![2023-11-16 at 10.35@2x.png](https://community.atlassian.com/t5/image/serverpage/image-id/292136iA935BDF2D2BBD950/image-dimensions/329x292?v=v2 "2023-11-16 at 10.35@2x.png")

Based on [this article](https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/) and [this question](https://community.atlassian.com/t5/Opsgenie-questions/Alert-on-different-time-zone/qaq-p/1187664), it looks like this is impossible.

**Questions**

1. am I correct?

2. if so, can you please suggest a reasonable workaround?


Answers:
author: Wei Wung
body: Hi [@John Mardlin](/t5/user/viewprofilepage/user-id/5366281)

Hope all is well! Thank you for reaching out!

The team-based notification \[suppression\] policy is based on the [Account timezone](https://support.atlassian.com/opsgenie/docs/time-constraints-and-timezones/) and I see that the "restrict to time interval" looks good as well as the "Next Weekday" setting in the notification delay.

You would want to make sure that the time difference between your Opsgenie account timezone vs the timezone for "delivered at 9 am" is taken into account when configuring the start and end time of each time interval as well as in the "delay notification until" time setting.

Hope the above helps.

Best Regards,  
Wei

comments: author: John Mardlin
body: Thank you [@Wei Wung](/t5/user/viewprofilepage/user-id/2767047)

A question I still have though, is if it is possible to have it be delivered at 9 am in the time zone of the on-call engineer.

For example, Alice lives in New York, Bob lives in Los Angeles.

This week Alice is on-call, and I would like her to receive notifications at 9 am EST.

Next week Bob will be on-call, and I would like him to receive notifications at 9 am PST.

How can I achieve that?


author: Wei Wung
body: That is a great question. Unfortunately, the Notification delay policy is based on the account timezone and does not have the ability to differentiate individual on-call user timezone.


author: John Mardlin
body: TY


author: Wei Wung
body: you are welcome!


Tags: cloud
Maintenance policy
Asked by Florian Gehri:

We have a standard plan from opsgenie and want to add a maintenance policy to disable alerts during maintenance as described here <https://support.atlassian.com/opsgenie/docs/create-and-manage-maintenance-policies/>

But we don't find any policy tab in teams nor in general settings.

My user is a owner of the project.

Does anyone else could help or has the same problem?


Answers:
author: John M
body: Hi [@Florian Gehri](/t5/user/viewprofilepage/user-id/5364406) ,

You can find the Maintenance Policies by going to Teams \>\> Select a team \>\> Policies \>\> scroll down to the "Maintenance" settings.

![2023-11-14_16-41-39.png](https://community.atlassian.com/t5/image/serverpage/image-id/291720i5CEECC221A0456DA/image-size/large?v=v2&px=999 "2023-11-14_16-41-39.png")
Avoid duplicate alerts
Asked by Prakash Gula:

Hi,

I have configured integration from Grafana to send alerts to opsgenie. The alert needs to be sent only once even though issue still exists in Grafana. If the issue still exists in Grafana then alert is sent again till the issue is resolved that means changes to the latest data in Grafana from source. Anyone done team config changes in opsgenie to alert once based on the source match and forgot, avoiding multiple alerts is what I am looking. I did read about deduplication but that didn't provide more insights of what I am looking for. Thanks


Answers:
author: John M
body: Hi [@Prakash Gula](/t5/user/viewprofilepage/user-id/3131729) ,

Deduplication is designed to address the exact use-case you've outlined. You would need to select a dynamic field used to deduplicate the alerts and insert that into the 'alias' field in the integration's advanced setting. Here is an article on configuring the alias that you may find helpful:

<https://community.atlassian.com/t5/Opsgenie-articles/Configuring-the-Opsgenie-Alias-Field/ba-p/2520231>

comments: author: Thibault Ajon
body: How can we stop alert de-duplication ?   

I have an alert on like 7 metrics and i want to receive an alert every time 1 metric trigger.   
I wont receive notification if the count increase because another metric trigger even if it's a new alerts.   

When i have to treat dozens and dozens alerts i dont have time to check if the count increase or not.


author: John M
body: [@Thibault Ajon](/t5/user/viewprofilepage/user-id/5440691) You cannot stop alert deduplication. You would need to update your alias so that the alerts are not deduplicating. The alias should be unique if you want to receive notifications. You can use dynamic fields along with regex and string processing to generate unique aliases:

<https://support.atlassian.com/opsgenie/docs/string-processing-methods-in-opsgenie-integrations/>

<https://support.atlassian.com/opsgenie/docs/regular-expressions-for-improved-alert-filtering/>


author: Thibault Ajon
body: Hello, thx for your reply,   
isn't {{alias}} already a dynamic field ?  


Tags: cloud
Open Alert Via DataDog with No DataDog Monitors
Asked by Ian Gillis:

Is it possible to open an OpsGenie alert initiated by a DataDog log or DataDog event vs a DataDog monitor threshold? I've tried many different combinations of tags but no luck so far.  
From the documentation it seems we can acknowledge or close alerts, but not create them.  

Our current setup involves writing DataDog logs and events - we also have api-intergration with OpsGenie directly, but the team routing we have setup does not seem possible, as the api-key (guid) / originating entity (i.e. from the OpsGenie logs: Alert created via API\[API KEY NAME\]) appears to override the team routing we have set up. The granularity of the alerts we are initiating through the OpsGenie API precludes using DataDog monitors.


Answers:
author: John M
body: Hi [@Ian Gillis](/t5/user/viewprofilepage/user-id/5363369) ,

I'm not sure if it's possible or not, but it should theoretically work as long as the payload reaching Opsgenie meets the payload requirements Opsgenie is expecting from Datadog, which can be seen here:

<https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-datadog/#Sample-payloads-sent-from-Datadog-to-Opsgenie>

You should be able to see the raw and parsed payload in the debug logs.

If you need help troubleshooting this in more detail, you can open a ticket [here](https://support.atlassian.com/contact/#/) so that support can access your account and review the debug logs.


Tags: cloud
Opsgenie Service Level Agreement and System Support Plan Validity
Asked by matteo_silva:

Hi,

are the terms of service and SLA definition reported [here](https://www.atlassian.com/software/opsgenie/sla) valid?

The article is 2018 dated.

Thank you

Matteo  


Answers:
author: Egor
body: Hey Matteo,  
Thanks for reaching out to Atlassian Community!   

Yes, it's still valid, do you have any particular questions regarding the SLA?

Best Regards,  
Egor


Tags: cloud
OpsGenie Integration with Jira Cloud prompting for app install
Asked by Keith Langley:

I have a new production Jira cloud site with OpsGenie. Each time I try to run the OpsGenie integration to Jira Cloud I'm prompted to install the application in Jira cloud. I then get a message that the application is already installed. The process simply repeats.

On-Call project links will take you to OpsGenie from the production site but nothing else links up.

I have two burner sites that have their own OpsGenie instance, and they work flawlessly.

What is the disconnect with production site?


Answers:
author: Talar Pavlovic
body: Hey there Keith,

Thanks for writing into Community, I'm Talar from the Atlassian Opsgenie support team, happy to help!

Sounds like there is a specific issue with your Opsgenie \<-\> Jira connection. Could you please submit a support ticket so we can fix this for you?

You can do so at <https://support.atlassian.com/contact/> and pick "Technical issues and bugs"

Regards,  
Talar
User Productivity Analytics for entire team
Asked by James Whedbee:

I see how I can get User Productivity Analytics report emailed to me on a schedule, but it is only for one user at a time. What I would like to do is see % alerts escalated to next user for the every user at once.![Screenshot 2023-11-10 at 9.01.18?AM.png](/t5/image/serverpage/image-id/291211iF06041030DD5FCBC/image-size/large?v=v2&px=999 "Screenshot 2023-11-10 at 9.01.18?AM.png")


Answers:
author: Russell Chee
body: Hey James,

Thanks for reaching out with a community post, I hope you are well.

I understand the use case you are looking to implement under the User Productivity Analytics tab. I've had a look into this and did some testing on my own test Opsgenie account and as it turns out it's not currently possible to pull the information you're looking for in Analytics.

Having said that, I have gone ahead and created a public feature request [here](https://jira.atlassian.com/browse/OPSGENIE-1768). If you have some time please feel free to add yourself as a watcher to the feature request and comment your use case as well as upvote the request.

This is so we can start creating some traction on it to one day be hopefully implemented. If you need anything else, please reach out and we'd be more than glad to help. Have a great week ahead!

Kind regards,  
Russell


Tags: cloud
'Get a tour' option under "Your Coach" returns an error
Asked by Roy Speier:

This is the response when I clicked on the 'Get started with a tour':  
\<status\>  
\<status-code\>404\</status-code\>  
\<message\>null for uri: <https://newbalance.atlassian.net/rest/servicedesk/onboarding/1/your-coach/reset-tour/incident-management>\</message\>  
\</status\>  

This was accessed within the "Your Coach" Manage Incidents


Answers:
author: Roy Speier
body: I tried the link ([newbalance.atlassian.net/rest/servicedesk/onboarding/1/your-coach/reset-tour/incident-management](https://newbalance.atlassian.net/rest/servicedesk/onboarding/1/your-coach/reset-tour/incident-management)) in multiple browsers (Edge, Chrome, Firefox) using both regular and incogito windows, all provided the same error result:  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/293043i6097DE10956975C2/image-size/large?v=v2&px=999 "image.png")

comments: author: Russell Chee
body: Hey Roy,

Thanks so much for the screenshot, it's much appreciated!

That's definitely not great and we would need to investigate further into why it's throwing that 404 error when trying to access that link.

Could you please reach out to us in support via this link: <https://support.atlassian.com/contact/>.

We would like to take a closer look and that may involve handling some sensitive information on your account that may not be suitable to be on display within the community.

We look forward to hearing from you!

Russell


author: Russell Chee
body: Hey Roy,

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

Would you mind sharing a screenshot and screen recording of the issue you're seeing on this particular page?

Furthermore have you been able to replicate this issue in a different browser or even incognito mode?

Let us know how you go with this and we can look into this further together. All the best!

Kind regards,  
Russell
recipient search not working
Asked by Nicki:

According to <https://support.atlassian.com/opsgenie/docs/search-queries-for-alerts/> I should be able to search by recipient, e.g. recipients: me@mycomany.com, however it does not seem to work. Is the documentation wrong?

I've tried quoting the email address, and without quotes, returns nothing. I am an admin on the instance, so can see all alerts.


Answers:
author: John M
body: Hi [@Nicki](/t5/user/viewprofilepage/user-id/5082430) ,

The "recipients :" key means that the user is directly named as a responder. So searching for "recipients: me@mycomany.com" would only return alerts where the me@mycomany.com user is directly listed as a responder on the alert's 'Responders' field.

comments: author: Nicki
body: So I can only search for a recipient when it was directly added, not via a team?


author: John M
body: That is correct.


Tags: cloud
How can I query OpsGenie API to generate an on-call compensation Report
Asked by Aaron Jorgensen:

We are moving from PagerDuty to OpsGenie and have a script to do this in PagerDuty. However, OpsGenie API seems lacking in this regard. Essentially we want to build an on-call compensation report for the previous months with the name of the individual and the total hours/days they were on-call for that month. The API does not seem to allow start end times in the report. The UI offers something similar but I need this via API. Please advise


Answers:
author: Eugenio Onofre
body: Hi [@Aaron Jorgensen](/t5/user/viewprofilepage/user-id/5063659)

I would suggest checking the Schedule Rotation API but some customization may be needed. We have built a similar report here in the company and that required us to play with <https://docs.opsgenie.com/docs/schedule-rotation-api>.

Regards.
Can you create a Jira automatically after creating an Opsgenie incident
Asked by Doug Garcia:

Hello all!

I have a question as I've seen some replies for how to create a Jira task for Opsgenie alerts, but I'd like to see if there is a way to automatically open a Jira task after I manually open an Opsgenie incident?

I know that after I manually open an Opsgenie incident it will automatically create an alert which then I suppose I could try to work the Integrations, but I wanted to know if this can be done without alerts and directly from an incident?

Thank you!

Doug


Answers:
author: Eugenio Onofre
body: Hi [@doucga](/t5/user/viewprofilepage/user-id/1486583)

Jira and Opsgenie integration are evolving really fast and there are some items on the product roadmap to have it implemented. However, today, the only way to achieve it would be through Alerts, as you mentioned on your question.

Regards!
I'm getting paged from Random Phone Numbers to my Mobile and SMS, can they be whitelisted?
Asked by Benjamin Lush:

I'd like to know if there's a way for us to whitelist the incoming phone numbers from OG. I asked this because sometimes I am not sure if this is because I'm being paged or if this is some marketing phone call and it would be nice to have some confidence while I am on call that I'm gonna be answering the right phone calls.


Answers:
author: Russell Chee
body: Hey Benjamin,

Thanks for reaching out on the community forums, I hope you're well.

Check out our page [here](https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/#Download-US-vCard) on the matter where you can download our vCard(s) depending on your region. That way you can easily identify if it's Opsgenie giving you a buzz or an unwanted number. I've attached a photo of an example from my own device of what it looks like when you download the numbers onto your device. I hope this helps, reach out if you have any other questions on this!

Kind regards,  
Russell

![file.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/289907i42A5A695EE916021/image-dimensions/208x452?v=v2 "file.jpg")

comments: author: Benjamin Lush
body: Thank you, Russell!

I'll try this out for sure. Appreciate the quick feedback and apologize for my delay.
Existing accounts after Azure AD sync
Asked by A.G. Rappe:

I'm looking at setting up single sign-on with Azure AD. What happens to our current user accounts? Can they by mapped/synced with their AD account? Is this automatic?

Thanks,

A.G.


Answers:
author: John M
body: Hi [@A.G. Rappe](/t5/user/viewprofilepage/user-id/4450436)

Your current Opsgnie user accounts would still work, and If the email address in Opsgenie matches the one in Azure AD, the user will be mapped/synced automatically.


Tags: cloud
"Created At" Timestamp Variable/Dynamic Field for Incident Rules
Asked by Tim Tate:

Is there a "created at" timestamp variable/dynamic field that can be used as part of an incident rule? We would like to include a timestamp in the incident message if possible.

![2023-11-02 09_37_52-Window.png](/t5/image/serverpage/image-id/289778iC3A893B9AEE3CABC/image-size/large?v=v2&px=999 "2023-11-02 09_37_52-Window.png")


Answers:
author: Brennan Kiely
body: Hi [@Tim Tate](/t5/user/viewprofilepage/user-id/5350544) - Opsgenie doesn't currently have a current date/time field to be able to add to alerts or incidents, but we have a feature request for this: <https://jira.atlassian.com/browse/OPSGENIE-1527>


author: Tim Tate
body: [@Brennan Kiely](/t5/user/viewprofilepage/user-id/2275653) , thanks for the response! I have voted for the linked feature request and left a comment describing my use case.


Tags: cloud
Email templates
Asked by Florin:

Hello,

I am trying to configure email notifications in Opsgenie.

Right now, for any alerts, we have the summary as: "Opsgenie Alert \[issueID\] Incident Raised".

I want to change the summary of the alert and when I am in the email template configuration, in the email subject I don't have much option in order to do that.

![opsjenie.PNG](/t5/image/serverpage/image-id/290294iE5859677E9D12A47/image-dimensions/428x227?v=v2 "opsjenie.PNG")

I want to add the actual summary of the ticket instead of the {{eventMessage}.

Is there a way to customize this template? Or any other dynamic fields that works?

Thank you,


Answers:
author: Eugenio Onofre
body: Hi [@Florin](/t5/user/viewprofilepage/user-id/5205323)

The {{eventMessage}} field is actually the summary of the alert.  
There is no way to customize it or any other field you could use.

Regards!

comments: author: Florin
body: Hi Eugenio,

Thanks for the reply.

Well, that's a bummer.

Right now the opsgenie alerts are coming like this:  
![111111111111.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/290725iA753C6A325E4DB1B/image-size/large?v=v2&px=999 "111111111111.PNG")

We would have liked the ticket summary in the alert instead of "incident raised" as we have to go through them to see what they are about manually.

So there is no way to modify the summary of the alert? :(

Thanks,


author: Eugenio Onofre
body: Hello, since you are using Incident functionality from Opsgenie, there is no way to change it, unfortunately.


Tags: cloud
Severe alert created only if one low level alert isn't followed by another low level alert?
Asked by Joshua Bennett:

We have a few Uniinteruptable Power sources (UPSs) that will often switch to battery power. This is expected, but when this happens we receive an email from the UPS supplier to say that this has happened. 99% of the time, within 3 we receive another email to say that power has been restored. However, if we do not receive the second email, it means that normal power has not been restored within the expected time frame, which is an emergeny situation.

My ideal scenario:

1. The first email advising that the UPS has switched to battery power triggers a low level alert

2. If this is followed by a second email, this also creates another low level alert and both are acknowledged and closed.

3. If the first email does not follow a second email within 10 minutes, a high level alert is raised.

I have been playing around with ops genie and can't seem to find any integrations that support this this. Is it possible?


Answers:
author: Brennan Kiely
body: Hi [@jb](/t5/user/viewprofilepage/user-id/5353995) - The best option for this would be to set up actions on the integration creating these alerts to have the second email automatically close the first alert.

The reply to this community post details setting this up on an email integration:

<https://community.atlassian.com/t5/Opsgenie-questions/Can-we-close-alerts-in-Opsgenie-with-email-integration/qaq-p/1642680>

You can also set up a delay policy on the team for these alerts, so that it will only notify the team if the alert remains open for a certain amount of time:

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

comments: author: Joshua Bennett
body: This looks promising, thanks! Will let you know how it goes!


Tags: cloud
Skipping notification policy
Asked by Tohier Dreyer:

I have a webhook connection between Sumo and Opsgenie. Alerts are working fine, my only concern is that for some reason it seems to skip the Notification policy that's set up.  

I was testing the alerts to see if the de-duplication works but it seems like it doesn't wait and just sends the notification to the team. I am wondering if it's because of the team's notification rules or something I messed up.  

![Logs.png](https://community.atlassian.com/t5/image/serverpage/image-id/289283i7EC7B94209684CA1/image-size/large?v=v2&px=999 "Logs.png")  
![Flow.png](https://community.atlassian.com/t5/image/serverpage/image-id/289284i16933C45DC166404/image-size/large?v=v2&px=999 "Flow.png")  


Answers:
author: Brennan Kiely
body: [@Tohier Dreyer](/t5/user/viewprofilepage/user-id/5344560) Thanks for reaching out. The team's policies will only apply to the alert if the team is listed as the 'Owner Team' on the alert. If that part looks good, I'd suggest opening a support ticket at support.atlassian.com. We may need to access your account to get a better look at your setup and why that alert didn't match your policy.

comments: author: Tohier Dreyer
body: Thank you for the response [@Brennan Kiely](/t5/user/viewprofilepage/user-id/2275653) I checked the integration, and the Assignee team is the correct one. I'll continue to fiddle around with it and will open a ticket if I get stuck again  


Tags: cloud
Migrate Opsgenie account and settings to another account
Asked by Victor Leclerc:

Hi,

we would like to migrate our opsgenie account = <https://carhartt-b2c.app.opsgenie.com> to another one = <https://carhartt-wip.app.opsgenie.com/> while keeping all the settings and the subscription plan that have been made to the carhartt-b2c account.

Could you help us to proceed this?

Thanks!

Best regards  
Victor

cc [@Alexander Trippel](/t5/user/viewprofilepage/user-id/5057568)


Answers:
author: John M
body: Hi [@Victor Leclerc](/t5/user/viewprofilepage/user-id/5352591) ,

Sometimes we can migrate Opsgenie sites, but it depends on several factors. Please open a ticket here and we can look into it for you:

<https://support.atlassian.com/contact/#/>


Tags: cloud