Only using JSM to acknowledge alerts

[Ben Silver]

Hey all!
We currently use OpsGenie just for alerts.

If a customer submits a specific ticket to Zendesk, OpsGenie alerts the on-call staff.
We're moving from Zendesk to Hubspot, which doesn't have an integration like that.

How will JSM handle the OpsGenie migration for just alerts?

Here's what I'm thinking:

1. We dual-deliver emails to JSM and Hubspot
2. If a ticket comes in and matches a priority, it notifies the on-call staff.
   1. If the email isn't a priority, it autocloses the ticket.

We really only want on-call staff to get an alert when a certain ticket is opened, and then "acknowledge" it to take ownership

[Fabian Lim]

Hi @Ben Silver

The complexity will depend on how many teams you have. 

If it's a single team, you can create a team and email integration that will scrape the email body for specific texts like priority, service, etc.  Then you can set a rule on whether an alert should be generated.  For example, if the body contains "Priority: P1", then you can automatically create the alert and notify the on-call team.  If it's P4, then you can configure it so that it suppresses the alert.

If you got multiple team, you need to figure out a way to route it to the proper team with the different on-call schedules.  The problem is that they are emails and you have to look for keywords.

I hope this helps.

Fabian