Ignoring issues entered in JSM but alerting and escalating emailed issues of same IssueType

Question

Hi there,

Part of our configuration is as follows:

* A Jira Incoming Mail Handler is set up to create an issue of Issue Type Monitoring in the appropriate Jira Project.
* A Jira WebHook is setup with a JQL: project = “XXX” AND issuetype = Monitoring
* Our Integration in OpsGenie successfully logs the emailed monitoring emails via the Create Alert Action with a Project Key Equals XX  Filter condition

“Monitoring” IssueType can also be selected from the Project's list of IssueTypes for manually entered monitoring issues in JSM.

We don’t want the manually entered “Monitoring” Issues to fire off OpsGenie Alerts and escalations, as the agents who have entered the Issue in JSM know about it and will be working on it already.

I can’t seem to find a way in the Integration Create Alert Filter to do this.

Any suggestions?

Thanks in advance

Robin Dexter

Zeeshan_twdimt · Answer

Hey Robin,

Thanks for confirming that! I see then there is very little to work with for your case as the Jira Incoming Mail Handler is not adding any unique parameters to the payload for us to be able to differentiate it.

Nevertheless, there is yet another workaround; You could choose to create a separate user designated for issue creation through mail. If you configure this user to be the default reporter for your mail handlers, you can run a JQL on that reporter to separate what issues are sent to Opsgenie for alerting. However, this seems to only work if the person sending the email isn't a user within the Jira project so it is not the perfect solution.

Best that can be done for your case is moving your setup to JSM Helpdesk portal + Email requests and/or creating a Feature Suggestion for this functionality here: https://jira.atlassian.com/secure/Dashboard.jspa

Best,

Muhammad Zeeshan

robin Dexter · Answer

Thanks for the response.

It didn't work for our setup.

Maybe it is because emails to this project are handled via the Jira incoming Mail Handler rather than through the Email requests in JSM? This project setup pre dates our use of JSM and OpsGenie

We have another project that uses the JSM Helpdesk portal + Email requests, and the JQL in those webhooks does use the request-chanel-type = portal and  request-chanel-type = email clauses sucessfully.

Cheers

Robin

Zeeshan_twdimt · Answer

Hey @robin Dexter ,

After some investigation I see a possible solution for you would be to add 'request-channel-type = email' in the JQL query in the Jira webhook. This should then only send the issues created via the Email handler.

I am deriving the solution from the information provided here: https://community.atlassian.com/t5/Jira-Service-Management/List-of-values-of-request-channel-type-Request-channel-type-for/qaq-p/686398 as this is more of a Jira related question than Opsgenie.

Best regards,