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Ticket not created when alert escalated

Evgenii Pereverzev

Hi everyone,

Using Jira Service Desk integration.

I want to create tickets when alert is escalated.

The problem is that tickets created only with another bunch of rules (alert created, alert acknowledged, note addted , etc)

But it doesnt work with rule Create ticket when alert escalated (try different buch of rules for escalation)

What could be the problem?

Accepted answers

All comments

Nick Haller

Hi @Evgenii Pereverzev ,

Are you using the JSM legacy or cloud integration?

Regardless, both integrations should offer the option to create a JSM issue when the alert is escalated.

With the JSM legacy integration, you'd want to map this under the For other Opsgenie alerts section:

For the JSM cloud integration, you'd want to map this under the Outgoing automation rules >> Create and update requests with Opsgenie alerts that are created by other integrations section: