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Unable to resolve SumoLogic incidents from Opsgenie

aryanp

Hi team,

I have created an integration from SumoLogic to OpsGenie wherein when an incident is created in SumoLogic a corresponding alert is being triggered in OpsGenie.

However, when an alert is closed from OpsGenie, the corresponding incident created in SumoLogic is not getting automatically resolved and we have to manually resolve the SumoLogic incident.

Is this an expected behaviour?

I was looking for something like the incident in SumoLogic should be automatically resolved when I close an alert form OpsGenie.

Is this possible?

Do let me know if any other details is required from my end.

Accepted answers

All comments

Nick Haller

Hi @aryanp ,

The Sumo Logic integration is a bit limited, and can only "send data" back to SM when an Opsgenie alert is closed:

I'm not a SM expert, nor really know what data is actually being sent from Opsgenie - but if there is some sort of automation that can be configured on the SM side when this data is received, I'm sure it could close the SM incident.

But again, not sure SM has this type of functionality like Jira or JSM currently have with automations.

aryanp

Hi @Nick Haller

Thanks for the confirmation response.

There's one more issue that I am currently facing with the SM and Opsgenie integration.

I have basically set an alert to be generated in OpsGenie whenever an incident changes state in SM.

For some time this integration works and the corresponding team users are notified of the alerts. But after sometime , the notification trigger seems to stop working.
Basically, an incident creation in SM is not triggering a notification to the users.

I have also configured an incident for the particular team.

I can see this in the Opsgenie alert activity log,

Screenshot 2022-09-07 at 10.31.38 PM.png

The notifications were working fine for sometime and then it stopped working.
No config changes were made.

Also, earlier when everything was working as expected , for each SM incident, i could see two alerts being created in Opsgenie. Screenshot 2022-09-07 at 10.35.04 PM.png

But now I am able to see only one alert.
Only the associated alert (A) .

Can you assist here?

Nick Haller

Hi @aryanp ,

It appears that the team receiving these alerts also has an incident rule configured to automate the SM alert into an incident.

When an alert is automated into an incident through an incident rule, the initial alert becomes an associated (A) alert - which in turn triggers a responder (R) alert (or multiple alerts if the service tied to the incident rule has multiple responders tied to it).

Any alert that is created after the incident is raised and matches the incident rules will also be associated. Important to note that only the responder alert(s) will notify users, while the associated alerts simply add to the incident without notifying:https://support.atlassian.com/opsgenie/docs/associate-an-alert-with-an-incident/#Associated--amp--Responder-Alert-Behavior

Here's an example of an incident rule I have for my Community Team:

Incident rule is tied to this Service, which adds other responders to the incident:

Alert created >> matched incident rule >> triggered associated (A) and responder (R) alerts:

aryanp

Hi @Nick Haller
I'm still seeing only the Associated alert in the Alerts dashboard.

Sharing my sample incident rule,
Screenshot 2022-09-08 at 9.26.14 AM.png

Here my incident rule is tied to SumoLogic Alerts service.

Screenshot 2022-09-08 at 9.29.46 AM.png

Added Hyperexec as the Owner team in Responders.

However, I am still not receiving the notifications for Hyperexec team users.

Only the Associated Alert is being generated.
Screenshot 2022-09-08 at 9.31.35 AM.png

Am I missing something here?

As mentioned earlier , the responder alerts were getting generated and the notifications were also triggered. But the notifications stopped working all of a sudden and no Responder alerts are generated.

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