How to create alert in ZenDesk only when an Opsgenie alert is "Escalated to Next"

Question

Hi

The scenario: An alert is assigned to Team A. If not solved it is "Escalated To Next" (which includes notification of Team B) .

We are trying to set up a rule that will create a ticket in ZenDesk once the alert is "Escalated To Next".

We tried to use the filter in the integration checking for the "Escalated To Next" status, but according to support the filter apply only for newly created alerts.

They also suggested:

As a workaround, and if you are fine with scripting, you may want to build up a REST host or OEC integration to only capture the Escalate to Next action - or when the alert has the P1 priority, then trigger the ticket creation to Zendesk.

Anyone knows how to do that?

Regards,

Yifat

Nick Haller · Answer

Hi @Yifat Gillat ,

Your use case and that workflow are a limitation with the newer v2 Zendesk integration.

With the v2 integration, Zendesk tickets can only be created when an alert is sent to the same team the Zendesk integration is assigned to. The integration will not trigger if the same assigned team is added after creation later in a workflow.

Another limitation with the v2 Zendesk integration is it will create Zendesk tickets only when an alert is created. You can map actions in the integration that should create Zendesk tickets when those alert actions are executed, but these unfortunately do not work.

We're aware of the limitations / confusing UI - and will hopefully have a better experience with the integration soon.

If you open a ticket with Opsgenie support, we should be able to provide some workaround either through OEC or something else: https://support.atlassian.com/opsgenie/