Disable alerts for Service Requests

[Steven Koolen]

In JSM we have alerts of every request that is created. So a service request will also raise an alert, however, for the alerts we want to use the on-call schedule to also be notified outside office hours when an incident occurs (server crash, service not running, server not pinging or an user error that is critical like a P2 or P3). A service request like someone who needs a mouse or monitor should not raise an alert and be picked up in an on-call schedule outside office hours, only in office hours. 

How can I adjust the alert to only be created when an incident is created by an user or by monitor software like Zabbix?

[Upasna Bassi]

When JSM issues create alert in Opsgenie, they are called Responder alerts. Have you tried disabling that in the Project Settings > Incident Mangement

[Upasna Bassi]

Disabling this did resolve the issue for me @Steven Koolen .

Do let me know if this resolves it or you need further assistance, happy to check further.

[Steven Koolen]

I disabled this but I still get alerts from created service request. But I will leave this off, right now we do get a lot of notifications. An email for the request, an email for the Alert, an email when we don't acknowledge the alert within 5 minutes. Its a bit much 

[Upasna Bassi]

Right, yes it can be too much especially if you don't intend to the alerts to routed this way. That can also be managed via modifying or turning off Escalation Policies and Schedules. 

Reference - Create, edit, delete an escalation policy | Atlassian 

Also for Service Requests, by default responder alerts not created for them, unless an automation rule or something else has been configured to do that.

@Steven Koolen - Could you please confirm if any automation rules, integrations, or custom configurations have been implemented in your environment that might be generating these alerts for Service Requests?

[Steven Koolen]

I guess this is the page that creates the alert, here i can also try to filter to only create alerts when an incident is created with a P2 or higher priority for the escalation rule