What is triggering alert in Opsgenie when creating an incident ticket in JSM?

[Serge Lanteigne]

Before, when the Major incident button was showing on top in JSM, clicking it created a major incident and automatically created an alert in OpsGenie.  Now, that button is not there anymore, it is now a toggle button on the right end side that only mark the incident as major and nothing more, from what we noticed.

1- At this point, we are now wondering what is triggering an alert in Opsgenie when an incident ticket is created in JSM? 

2- How can we customize the title, as it is always showing Incident raided as title.  We would like the alert title to have the same title name as the incident related ticket.

Can someone give us clarification on how it work exactly?

Thank you in advance.

[Chris Dunne {Raledo}]

Hi

I've been playing around with ITSM sample space. It seems when you assign the incident, the assignee is added to the Responder field and an alert is generated.

I think Atlassian's documentation is out of date and to be honest it is hard to find a good description of how the process is supposed to work. It is unclear how and when OpsGenie is needed for incident management, how to escalate an incident and link it to an existing incident in OpsGenie etc.

Atlassian need to do a better job communicating this.