Assign responder to alert based off of the assignee in SNOW

Kyle Aiuto

Hello All,

we use the SNOW integration for Opsgenie and we've recently developed a business need that I can't seem to find a solution for in Opsgenie's documentation today. 

 

Right now we have alerts going to an escalation chain but we are wondering if this alert creation rule can be auto-assigned to the person who is assigned to the incident in SNOW?

So if the incident is assigned to user A, and our create alert rule hits, Ops Genie would create said alert and then get the responder from the assigned to field in SNOW, thus notifying user A of the alert.

 

We are trying to figure out a way for an engineer to get a notification about a very specific update. We have the alerts being created for this specific update but I can't find a way to make the responders the person assigned to the ticket. 

 

The only way I can think of doing this now is creating a create rule set that is duplicated but you would have a rule set per engineer and then have an escalation chain per engineer/user which seems like a very cumbersome way to achieve this business need.

Mubeen Mohammed

Hello @Kyle Aiuto 

Thank you for contacting the Atlassian Community. This is Mubeen.

You're correct that this type of specific user assignment is not a built-in feature in Opsgenie's ServiceNow (SNOW) integration. However, with a bit of additional setup, it could be possible to achieve a similar result. The primary idea here is to use a combination of Opsgenie's API and ServiceNow's API to perform the user assignment.

The steps to consider as a workaround for this requirement

• With your current setup, between Opsgenie and ServiceNow you are able to get the Opsgenie alerts created for the SNOW incidents. The incoming payload of this action could include details about the ServiceNow incident, including the assigned user. If not then concurrently, when the alert is created in Opsgenie, you could have a custom action rule setup to execute a script. This script would call the ServiceNow API to retrieve the assigned user for the incident.
• Once the assigned user is retrieved, the script could then call the Opsgenie API again to assign the alert to the corresponding user within Opsgenie.

Please note that this type of setup would require some development work, and you'd need to ensure that the user mapping between ServiceNow and Opsgenie is accurate. Additionally, you need to consider how to handle situations where a ServiceNow user doesn't have a corresponding Opsgenie user, or the user is not available for alerting at the time.

The above information/documentation should provide a pathway to achieve the functionality you're looking for. However, to achieve this requirement you can connect with your internal development team to analyse and provide you with the scripts needed for this requirement.

I hope the details provided are helpful.

Regards
Mubeen Mohammed
Cloud Support Engineer