Anybody know how to make sure that there is not duplicate alerts generated in opsgenie.

Question

Hello Folks, I'm having a weird situation i need some help with. I have a use case, where i want users to report issues with a Service via the help center. I have some automation setup to trigger set priority based on customer feedback. However what im noticing is this:
1. when the incident is created in JSM its a P1 ( expected) but it creates a P5 in Opsgenie
2. When i assign that ticket to somebody it then creates another alert with the correct priority.

this does not seem right and it counter productive, has anybody seen this or know how i can fix this.

Jack Brickey · Answer

p.s. here is the documentation on de-dup - https://support.atlassian.com/opsgenie/docs/what-is-alert-de-duplication/

@Joshua Arfsten . i realize you are already familiar but just adding four future searchers.

Jack Brickey · Answer

have you contacted Atlassian support for their input?

Joshua Arfsten · Answer

this is the exact issue, i have read this post. The problem is the same ticket for what ever reason is generating different alias based on the action take on the ticket. Ticket is generated 1 alias is created, some one is assigned to the same ticket another alias is created for the same ticket / alert. This make no sense when the origin of the source alert is the same and the action taken on the JSM side is the only change.  Im finding it hard to understand why i need to build a script for a process that is already baked in to the platform for incident management