Moving Alert to Different Team

unknown

Hello, looking for creative guidance on the best way to solve the use case:

Setup:

- JSM hooked up to Opsgenie (JSM ticket creates Opsgenie Alert to same team)

- JSM hooked up to JIRA (JSM ticket create JIRA ticket to same team)

- Have automation in place to add comments and close tickets 

Question: What if a user creates a JSM ticket to the wrong team?

- We can manually move a JSM ticket to a different desk

- Then manually move a JIRA ticket to a different project

? But how do we move the Opsgenie Alert - I'm not seeing any documents or suggestions

Connor Eyles

Hi Chris!

Thanks for providing the use case but when it comes to "alerts" they always live in the same place but can have different responder teams.

Let's talk through the scenario:

• The user creates a JSM ticket that creates an alert for Team B, It was actually intended for Team A.
• This has already created the alert for Team B and has started notifying team B
• You manually move the JSM ticket over to the correct project.
• The next steps here would be adding a new responder team to the Opsgenie alert

You can use the 3 dots on the alert to add a responder team, add Team A and this will start the notification process for the correct responder team and they will gain visibility to the alert. 

Does this answer your questions here? If not please elaborate further 

Thanks,
Connor