Link Operations (Opsgenie) Alerts to Existing JSM Tickets

[Scott McDonald]

Hello,

Is there a way to link an alert to a ticket and have the alert send information over to specific teams? 

A ticket would first be created (portal or manually) then a Team will get added based on a value selected in the form.  Once that occurs, we would like an alert to be created in Operations (Opsgenie) which then would send off an alert to that team added and link the alert to the JSM ticket.

[Zohaib]

Hi Scott, 

Based on your idea, I'm not sure if the Responder alert is the type of alert that you can utilize for because it is based on the Operation team, and also generate the alert routing directly to the team. 
https://support.atlassian.com/jira-service-management-cloud/docs/what-are-responder-alerts/ 

In addition, to link the alert back to the JSM ticket, this API  can be utilized: https://developer.atlassian.com/cloud/incidents/rest/api-group-linked-alerts/#api-jsm-incidents-cloudid-cloudid-v1-incident-issueid-alert-get 

I hope it fits your expectations. 

[Marc -Devoteam-]

Hi @Scott McDonald 

Based on the action that the Team field is, an automation rule could be triggered.

Trigger could be: Field Value Changed

Then crate a web request action to create an alert via the API https://developer.atlassian.com/cloud/jira/service-desk-ops/rest/v2/api-group-alerts/#api-v1-alerts-post 

[Scott McDonald]

Thanks @Marc -Devoteam- 

I have this working through native functionality.   I turned on the Responder Alerts under the Operations --> Incident Management area.  

It looks like there is still something missing.  The alert is created once the Team is added to the Responders field, however, it's not showing the linked alert in the linked alerts field.

[Marc -Devoteam-]

HI @Scott McDonald 

I don't know it this only happens if an work item is created from an alert, but my memory says that it should be.

As @Zohaib suggested, you can use the API in combination with an automation rule

If it doesn't you might need to contact Atlassian Support