Operations - Alert and Incident linking

[Csaba Vertessy]

Hello,

We just moved our Opsgenie operations to Jira SM.

We have some rules to create Incident based on some conditions and link the Alert to the Incident. 

The link is created ("is escalated") and is visible on the Alert itself, but missing on the Incident.

What do I miss here?

[Csaba Vertessy · Accepted solution]

This is a missing feature after contacting Atlassian. So I ended up creating the link using Automation.

[pgolebiowski@tacitknowledge.com]

@Csaba Vertessy could you please share details of how you did this?

Regards

Paul

[Csaba Vertessy]

Hi pgolebiowski@tacitknowledge.com ,

Nothing fancy, just a simple text custom field pointing to the Alert. 

In the Sync - Create Alert rule(s) - field mappings I'm using a text custom field prefilled with the instance URL and adding the alertId value to the string:

Create Alert rule:

Incident view:

[pgolebiowski@tacitknowledge.com]

@Csaba Vertessy that is most kind of you! I will do some tests based on this.

Thanks

Paul

[Dacian Voicu _WoiQ_]

hello Cszba,

did you checked this:

Jira SM Configuration: Ensure that the appropriate field or section that should display linked alerts is included in the Incident screen configuration. Sometimes, the related links or fields might not be added by default to the view on an Incident issue type.

Permission Settings: Check if there are any permission restrictions. Sometimes the visibility of linked data between incidents and alerts is impacted by permission settings. Ensure that the user roles have access to view these links on the Incident side.

Custom Field Mapping: Make sure that the custom fields are properly mapped between Opsgenie and Jira Service Management for alerts and incidents. Sometimes a field that holds the escalation data might not be mapped or added to the Incident issue type layout.

Automation Rules: If you are using automation rules to link the Alert to the Incident, make sure the rule is set up to reflect that link both on the Alert and the Incident sides. You may want to review the rule configurations and ensure that the update action includes both directions.

Opsgenie Integration Settings: Double-check the integration settings between Opsgenie and Jira Service Management. There could be an integration setting that controls how these links are displayed in Jira SM. You can revisit the integration page in Opsgenie to make sure that incidents are properly linked to alerts in Jira SM.