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 · Accepted solution]

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.

[Clayton Coetzee]

Thanks for that

Yea I saw there is a open suggestion for this:
https://jira.atlassian.com/browse/JSDCLOUD-11583

Thanks for the info.
I struggle to understand that its like that by design but it its what it is :)

Tx

[Clayton Coetzee]

Can I just confirm the suggestion of 

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

Are you suggesting to keep the integration on? If so how would you still stop the alert when a new assignee added as it will trigger new alert natively