Issue gets cancelled in Jira Service Management when alert is closed in Opsgenie

Question

Hi Community,

I have done a JSM-Cloud to Opsgenie integration. And for all alerts created by a third-party integration I create an issue in JSM-Cloud. So, I have set-up an issue creation rule for a tags value "jobs" and attached are the update action on the issue. The first 2 actions are working fine, but when the third action is triggered, my issues doesn't get resolved rather it gets "Canceled".

Any help is much appreciated, thank you!!

Note: Both of the tools have connected Atlassian, so I do not have any rule or webhook in JSM Cloud.

Kundan Bonde · Answer

Hi Connor,
Thanks, and yes it was exactly the case. So instead we used an automation within Jira that closes the issue when we received a comment with the text "closed alert" in from opsgenie.

Connor_lld39i · Answer

Hi @Kundan Bonde you need to check the workflow used by the JSM issues. Depending on the issue status when the alert was closed, the transition to "Canceled" status may be the only available transition to a "Done" status. Or maybe you have several transitions available, and JSM is picking which transition to use alphabetically. (Note: I'm just guessing it might be alphabetical, I haven't found any documentation where Atlassian explains the logic used for determining which transition to use when there are multiple available.)

I encountered this same problem, and the cause for me was because I had multiple transitions available. One transition to "Completed" status and another to "Canceled" status. I resolved this by updating the workflow to add a condition to the canceled transition that only allows users in the project roles to use the transition, which excludes Jira itself and add-ons.