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Alert note field DOES NOT add when adding new Jira comment

serge calderara

Deal all,

We need to add a note in Alert when a new comment is added in our Service managment ticket created by the Alert.

When we acknowledge the alert, the Jira issue comment field is updated correctly

but when we add from jira a new comment, the comment is not going back to the Alert note and the log says that No action found

The integration for Add note is fully there as seen below :

Here is the log data

As you can see from log the comment field is set and web hook event is correct

What is wrong in this which prevent this action to execute ?

regards

Accepted answers

All comments

Nick Haller

Hi @serge calderara ,

That Webhook Event value is not correct. As your log shows, the value needed is:

Webhook Event Equals comment_created

NOT jira:comment_created

-Nick

serge calderara

Hello @Nick Haller , so stupid I am, thanks it works now.

based on that I still have a question

Let say that my Service managment Incident issue type has a particular workflow with different status.

Q1 : If I resolve the incident from SM, is there a way to sync it back to resolve Incident in Opsgenie ?

Q2 : if we resolve the Incident from Opsgenie, what happen if the SM incident issue type workflow Resolve state has a condition, is it skipping the condition or does Resolve state should be fully allowed at a given time ?

regards

Nick Haller

Q1 : If I resolve the incident from SM, is there a way to sync it back to resolve Incident in Opsgenie?

Are you referring to resolving an Opsgenie incident from a JSM issue, or an Opsgenie alert? We categorize the two differently.

If you resolve the JSM issue / incident, yes this can close the corresponding Opsgenie alert.

At this time, you cannot resolve an Opsgenie incident from a JSM issue / incident. You'd have to do this within Opsgenie.

Q2 : If we resolve the Incident from Opsgenie, what happen if the SM incident issue type workflow Resolve state has a condition, is it skipping the condition or does Resolve state should be fully allowed at a given time?

We'd recommend the Resolve state be available for all statuses. Otherwise, this could cause issues like 400 errors.

Hope this helps!

serge calderara

@Nick Haller thanks, sounds more clear now.

By the way now we are able to update note from jira issue comment.

BUt still a last question :

From the Alert, when it is assign to a user, is tehre a way to sync the Alert Assignee with the Jira SM issue assignee ?

regards

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