Alerts to Assignee

[Clayton Coetzee]

Hi

I have a process here an alert is created through the Responder Alert that notifies the team configured against the service - Thats all good! No they pick the Incident up and assign themselves. This creates a second alert for the same person is busy assigning the incident based on the first alert.

It seems thats because the assignee updates the responder so a new alert is created - Im not sure why assignee needs to also update responder - Surley they should be agnostic of each other or atleast you have option to toggle that off.

What am I missing in this? Our client is going to turn the Responder alert integration off as there is too many duplicate alerts so e will need to resort to automation. 

[Hari Krishna]

HI @Clayton Coetzee ,

This behavior is expected and is due to how JSM Alerts (Opsgenie) handles Responders vs Assignees.

In JSM Operations:

Responder = who should be notified / on-call

Assignee = who is currently working on the incident

When a responder picks up an incident and assigns it to themselves, Jira assumes responsibility has shifted and updates the responder field. That responder change is treated as a significant event, which triggers another alert.

At the moment:

Responders and Assignees are not fully independent

There is no toggle to stop responder updates when the assignee changes

This is by design, not a misconfiguration

How teams usually handle this:

Configure alert rules so alerts are triggered only on incident creation, not on responder updates

Suppress or filter alerts when the responder equals the assignee

Use project-level automation instead of Responder Alert integration to send a single notification

Keep Responder Alert enabled only for initial notification, and avoid alerting on subsequent updates

If your client is seeing too many duplicate alerts, switching to automation-based notifications is a valid and common approach.