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stop jsm automatically assigning incident ticket created via opsgenie integration

ian_saw77s

Our OpsGenie is configured to receive alert emails from external services. Some of these will trigger the creation of JSM incident ticket using the OpsGenie-JSM integration.

This is working well except that the JSM ticket is being automatically assigned. It seems to the alphabetically first agent in the team associated with the OpsGenie alert. We don't specify assignee in the integration. Example:

3 agents (Adam, Bob and Fred) are in the 'backup team'. OpsGenie receives an email alert from our backup service which triggers the creation of a JSM ticket. This ticket is always automatically assigned to Adam.

At this stage, we want agents to pick up the JSM incident themselves. Ticket can be re-assigned so it's not a big problem but would be nice if we could stop it auto assigning. As I can't really find any info about this, I thought I'd ask here.

Thanks.

Accepted answers

ian_saw77s

Worked it out. My OG<>JSM integration specifies a component. The component I'm specifying has its default assignee set to the component lead. And the component lead is Adam. Therefore, Adam gets auto-assigned the incident.

A little embarrassing but hope this helps someone else.

All comments

Shashwat Khare

Hello @ian ,

This is Shashwat from the Opsgenie support team and here to help!

May I know if you see the "Assignee" selected as Adam when you open the JSM integration in Opsgenie and check the below path:

JSM Integration > Outgoing automation rules > Create and update issues with Opsgenie alerts that are created by other integrations > Rule > Issue details and mandatory fields > Edit issue fields > Assignee as in the below example screenshot:

Best,
Shashwat

ian_saw77s

Hello Shashwat. Thanks for your reply. I checked this. Nobody is selected as the Assignee:

2024-05-06 23_57_56-Opsgenie - Integration and 11 more pages - Work - Microsoft Edge.png

I’ve removed Adam from the opsgenie team assigned to the email alert integration. Its made no difference - the jsm ticket is still being auto-assigned to Adam. Perhaps its simply that Adam is the alphabetically first jsm agent.

I'm also wondering if I just need to wait until the new jsm incident integration is applied to our tenant before troubleshooting further.

Shashwat Khare

Hey @ian ,

Could you please log a ticket with us for the Jira Service Management Team for this to be investigated further using this link?

Best,
Shashwat

ian_saw77s

Thanks Shashwat. I've logged a ticket with support.

ian_saw77s

A little embarrassing but hope this helps someone else.

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