JiraServiceDesk creating unintended alerts

Question

Recent Atlassian changes with the Opsgenie to Jira Service Management transition are impacting our production on-call processes. A second, duplicate alert is being created from JiraServiceDesk and is causing confusion in our environment.

Scenario

* Zabbix source triggers an alert* this is good and normal

* Jira Alert (previously Opsgenie alert) is created - #1001* this is good and normal

* Jira [System] Problem is created - AB-10003* this is good and normal

* A Duplicate Jira Alert (previously Opsgenie alert) is created - #1002* this is not good and confusing

Is there a new setting that I need to disable or something with the recent changes?

Zac Wolff · Answer

I think I found the problem within my Jira Service Management integration in Opsgenie (which is now also a Sync within Jira Service Management [alerts])

It seems like some of the tagging (labeling) had changed and double alerts were being created

After reviewing I removed Create Alerts from the Incoming rules as it doesn't fit our workflows

Tentatively resolved..?

Zac Wolff · Answer

I'm not sure.

Seeing this in Alert's Activity log, first entry

11:01 JiraServiceDesk SYSTEM
Alert created via JiraServiceDesk[AB-Create Alert]

Kevin Patterson_u4sm4w · Answer

Hi @Zac Wolff

Is the Duplicate alert (#1002) being created a Responder Alert?

I've seen similar behavior when an alert from a monitoring tool triggers an Incident in JSM where the associated service to the incident has a responders or Service Owners defined on the service.