Notifying multiple teams in OpsGenie (Same ticket)

Theis Joergensen

Hi Community, 

I have app. 4 teams in OpsGenie and have setup integrations between the individual teams and JSM. My issue is that when 1 JSM ticket triggers alerts via 4 integrations the 4 teams are not notified. Only the first one, the other 3 are just added to the first. 

I only solution i can come up with is to have a dummy group in OpsGenie receiving all requests and then make forwarding rules to each of the 4 teams. 

Anyone who have tried this with success? Or anyone having another proposal for this use case. 

Thanks in advance. 

Theis

Nick Haller

Hi @Theis Joergensen ,

It sounds like all JSM webhooks are triggering to Opsgenie, but only one alert is being created due to deduplication. This occurs when the alias of an alert matches an open existing Opsgenie alert. By default the JSM integration parses the {{alias}} into the an alert's alias field - which will parse the issue number (Ex: ABC-123):

 

You can edit what data parses into an integration's alias field under the Advanced tab of the integration. Note this tab is only available on the Standard and Enterprise plans (or the JSM Premium and Enterprise plans):

 

A somewhat easy fix is keeping {{alias}} in the integration's alias field, but also adding something hardcoded to differentiate the alerts a bit. For example with two integrations:

 

Following, an alert should be created through each integration:

 

Note that if you adjust what data parses in the alias field of the create alert action(s), it should be adjusted in all other actions such as close, ack, etc. The integration uses the alias to perform these others actions, as the alias is the unique identified of an alert.

Hope this helps. If this is not actually happening in your Opsgenie, let us know!