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How can I use the same Priority in a JSM alert that is used in a user-submitted form?

Nick Ebert

We have a Service project help-desk form where users can submit issues and set the priority level on those submitted issues. Syncs are used to alert on-call users to newly submitted issues through the help-desk form, but the priority of the created Alert in JSM is always a "P1 Critical"

How can I copy the Priority level from a Service project help-desk form into the JSM alert? I would like to do this because I would not like to disturb developers when a user is submitting a P3 issues. Thanks.

Accepted answers

Susan Waldrip

Hi @Nick Ebert , Welcome to the Community!

If I understand your question correctly, have you tried linking the Priority form field to a Jira field and then using the value of the Jira field in the rule or email text (via smart value) of the alert? I'm guessing you're using a rule or condition of some kind that if the Priority is P1, then do 'x' with it, if P2 then do 'y' with it, and if P3, send alert to developers. Is this what you're after?

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Susan Waldrip

Hi @Nick Ebert , Welcome to the Community!

Nick Ebert

@Susan Waldrip - Hey Susan - thanks for the response. Your summary is basically what I am after.

We use a Form in a Service Project where users can submit issues for review. We have a field on that form for the Users to specify priority level. This Priority level is linked to the Jira priority field. This field is set correctly when users create issues in our Service Project. These issues are also cloned to another project through an automation, and the priority field is set correctly in that project as well.

We are running into problems with this setup after the OpsGenie cutover. We have configured Syncs in Jira Service Management Team configurations to alert on-call Team members when issues are submitted through the Service Project form. We have no way of configuring the alert severity to match the priority of the Service Project issue that was submitted. We would alert on-call engineers based on the priority of the submitted issue in our OpsGenie tooling, but we are unable to generate anything other than a P1 critical severity alert in Jira Service Management.

Nick Ebert

I did some more digging and discovered that using the smart value for priority ({{priority}}) was not working correctly during the Create Alert rules in the Jira Service Management Sync. This was because the alerts use different priority values than the values used in the service project.

I have created one sync/webhook pair per priority level on which we create alerts (P1 and P2). This allows us to select the appropriate alert levels when creating alerts in JSM.

Susan Waldrip

Great idea, @Nick Ebert ! I'm glad you figured that out, I've only been able to resolve Opsgenie migration weirdnesses via trial and error -- thank you for posting your solution for others!

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