Opsgenie closes new alert when JSD ticket is reopened

Chris_mvkxkr

Hi,

we setted up a Integration between Jira Servicedesk and OpsGenie, so far all is fine, but we are facing following issue:

If we close the alert in OpsGenie, the ticket in JSD will get the status "Resolved" (this is fine), but as soon as one of our customer reopens the ticket in JSD we have following situation: 

1. Ticket in JSD has status "To Do" (all fine)

2. OpsGenie creates a new alert (a bit strange for us to have a new alert, but ok for us)

3. A few seconds after the alert is opened, it will be automatically closed in OpsGenie (without any user interaction), and status in JSD is still "To Do".

 

Is there any solution, which can help to solve this issue?

Thanks and best regards,

Chris

Chris_mvkxkr

Hi Brennan,

 

thanks for your response.
We were able to solve the behavior by our own, as soon as the reopened alert has the same name & issue key, it's important that the alert in OpsGenie has diferent tags, otherwhise the alrt will be closed automatically.

 

Best regards,

Chris