Teams - email integration and alerts

Question

Hello community

I started 8 weeks ago the journey to prepare JSM cloud for a 400 ppl workforce engaged on customer support. Regarding two topics I got stuck. For one of them I want to ask for support in this thread, because I have some questions left.

To understand certain functionality I decided to choose the following scenario: if an incident is marked as "major incident", then I want to trigger an alert as a kind of hierachical escalation to mid management.

So I created a team "Escalation Tier 1" and I set up the integration "email".

The automation was created and everything works fine.

Now my questions? Is there any way to link the alert automatically to the source issue (in this case my issue TEC-72) ?

Kind Regards

Rudy

Victor Law - Ricksoft · Answer

Hi @Rudy Rohde

Sorry for the confusion.

It is not supported by the integration between JSM Cloud and OpsGenie.

I found the following Atlassian feature request:

https://jira.atlassian.com/browse/JRACLOUD-74841

Thank you.

Rudy Rohde · Answer

Thanks for looking into my issue, @Victor Law - Ricksoft , but my problem is about linking an ALERT to an ISSUE - not linking two issues.

* existing issue
* agent manually setting field "major incident"
* automation rule kicks in, creating alert via email interface in a team

--> how to automatically establish a link between issue and alert?

Victor Law - Ricksoft · Answer

Hi @Rudy Rohde

I would suggest creating and linking the Jira issue within the same Automation rule when the Escalation Jira issue is created.

Thank you.