Is it possible to filter emails with a specific subject line from triggering phone calls?

Question

For example,

We have an email that is used for support and urgent issues.

The email subject line begins with [support] if it is a general support request and not something majorly urgent.

The problem is some users use this tag if it is an urgent query.

Right now we have this email address set up with opsgenie to trigger calls and notifications.

However, if this is a normal support query, it's not so urgent and may not get acknowledged straight away.

Ideally, we'd just have a separate email for support vs on-call issues, or restrict on-call issues to phone only, but that is not possible right now.

So my question - is it possible to say, send an email notification if the subject contains [support] but do not escalate to other (off duty) members if the on-call team doesn't acknowledge the email on time?

Does that make sense?

Tom Russell · Answer

@Paul Mallon , Is this just a standard inbound email integration? If so, you can have multiple Create Alert rules with different criteria. These can include parsing the subject line for  the "[support]" text and setting a different priority. This would allow you to escalate the alerts differently based on priority.

Chu Dam · Answer

Hi @Paul Mallon

Are you using webhooks to connect Opsgenie and Jira? If so then this doc can help: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/#Configuration-in-Jira

If you are using integration its also possible: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-software-cloud/

You can define rules to trigger Opsgenie alerts based on Jira fields and custom fields and also matching conditions... So I think it's possible to match text in summary field but I never tested it.

I hope it helps a bit.
Dam.