Alert does not Close if previously been Acknowledge

[serge calderara]

Dear all,

we have an integration to dynatrace in opsgenie.

We notice a wierd scenario that we cannot explain.

When Alert is coming from opsgenie, it is created correctly with status OPEN
Then if we do nothing on Opsgenie Alert and a new Alert with same Alias with status RESOLVED is coming, the current Alert gets Closed. So far so go

If we repeat the same process, but instead we Acknowledge the Alert in Opsgennie, when the RESOLVED Alert is coming from Dynatrace, then the Opsgenie Alert does not close.

The only difference between those 2 scenario is the manual ACK between

Any idea why ?

regards

[serge calderara · Accepted solution]

We find the reason which was due to the Create Action configuration filter which was missed configured.

It has the "Match one or more condition below" criteria filter instead of "match all condition below"

Du to that, as a single condition was matching in the CREATE action, it was executing that action even if the state of the Alert was RESOLVED, and then it skipped all other action.

regards

[Chris Thomas]

Could you post a screen shot of your "Close alert" integrations?

[serge calderara]

hello @Chris Thomas I just made a Test with Default API Integration.

By creating a manual Alert and incident, then it create a Responder Alert as well.

Then I acknowledge both Alert
Then I resolve the incident and Alerts did not close, the remains ACK

regards

[serge calderara]

We find the reason which was due to the Create Action configuration filter which was missed configured