Cannot ACK or CLOSE Alert Based on JSM Events

Question

I have an integration between OpsGenie and a JSM project.  I have a rule to "Create Alert," whenever the status of a ticket becomes Critical.  It looks like this, and it works great.

However, I cannot ACK or CLOSE the alert based on the JSM ticket is responded to or closed.  My OpsGenie rules look like this:

Can someone tell me what I'm doing wrong?

Thanks in advance.

Michael diLorenzo_wo0emp · Answer

Thanks Chris, it looks like that might be the issue.  I've made some modifications so that the payload "falls through" the first (create alert) condition, and gets handled by the ack and close conditions.

Fingers crossed.

Chris DeGidio · Answer

hi @Michael diLorenzo

You will want to negate the subsequent payloads from matching on the create condition. I imagine what is happening is the JSM payloads are coming into the integration, and since you are just matching on Priority = critical, then the close/ack payloads are matching that, and it is stopping. Please note that payloads are matched on those actions in a top-down order so if the payload matches the create then the alert would be de-duplicated rather than ack'd/closed

If this does not help please feel free to open a support case and we can gain account access to troubleshoot the issue

- Chris