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Alerting responders via OpsGenie when added to an incident

Alex John_1v5r0g

I am setting up IR for my company and want to use OpsGenie to generate a phone alert when someone is added as an individual responder or stakeholder. The whole point is to wake them up or get their attention when they are added, but right now I am stuck with OG sending an email as their notification. I cannot find where to chage this or automate this. Please help!

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Shashwat Khare

Hi @Alex John ,

This is currently happening because the responder account would not have Voice notifications enabled in the Profile settings.

To fix this, please ask the responder user to add a Voice contact and a notification rule in the "My Profile" page for Opsgenie.

You can watch this tutorial video on how to add notification rules in Opsgenie:
How to add notification rules in Opsgenie

Here's a document link that talks about how to manage notification preferences in Opsgenie:
Create and Manage notification Preferences in Opsgenie

I hope this helps, please check and let us know!

Best,
Shashwat

Alex John_1v5r0g

From what I can see, I can only trigger being alerted via OpsGenie for the 8 types associated with Alerts. I am looking to notify people if they are added as a responder to an incident, but it does not show up as one of my options. How can I make that work? For instance:

Wwe have someone from our support team who is saying that a customer is experiencing issues but we have no alerting related to those issues. Our response policy dictates that they open an incident in OpsGenie and add the responders and stakeholders necessary. We want that to trigger someone's Voice Notification.

Shashwat Khare

Hi @Alex John,

Yes, this can be done for Responders, when added to an Incident.

You will have to check that the Responder account being added to the Incident, has the Voice Notifications enabled in their User Profile.

To check this, please navigate to Settings > Users > User account > Notification > Contact methods > Voice and check that a valid number is added for the responder user account and enabled as in the below screenshot:
Screenshot 2023-02-07 at 6.28.02 PM.png

I hope this helps, please check and let us know.

Best,
Shashwat

Alex John_1v5r0g

I have tested enabling this, putting in the Voice information, but when people are added as responders to an incident it still only sends them an email. Where can I change preferences to be notified when added to an incident to be Voice instead of Email?

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