Want to fix Priority Mapping of Site24x7 Alerts in Opsgenie

iraaj

 

We attempted to prioritize Site24x7 alerts in Opsgenie using two separate integrations based on severity level, but the current setup is not working as expected. ✅

Our Approach (Already Implemented):

Integration 1: Critical/Down Alerts Sends only alerts with CRITICAL or DOWN status. Mapped to P1 priority in Opsgenie.

Integration 2: Trouble Alerts Sends only alerts with TROUBLE status. Mapped to P2 priority in Opsgenie.

Current Issue: Despite the segregation, TROUBLE alerts are still being routed through Integration 1, which assigns P1 priority. As a result, TROUBLE alerts are incorrectly classified as P1 in Opsgenie instead of P2.

Action Required: Investigate and fix the routing issue causing TROUBLE alerts to be processed by the wrong integration.

Ensure: CRITICAL/DOWN alerts always go through Integration 1 → P1 TROUBLE alerts always go through Integration 2 → P2 Optionally, add filtering/tagging logic or custom alert processing rules within Opsgenie to enforce this behavior if Site24x7 limitations exist.

Example Case: Affected Monitor: ip-x-x-x.region-x.compute.internal Site24x7 Monitor ID: xxxxxxxxxxxx

Alert Message: status is: DOWN Incident raised as P1 even when status was TROUBLE in Site24x7.

Please suggest a reliable solution to ensure correct prioritization of alerts in Opsgenie based on the actual severity from Site24x7.

Nayan Pandey

Hello Iraaj, 

Thank you for reaching out to Opsgenie Community. 

To resolve the issue of incorrect prioritization of Site24x7 alerts in Opsgenie, follow these steps:

1. Verify Integration Configurations

• Integration 1 (Critical/Down Alerts):

  • Ensure that the integration is configured to filter only alerts with CRITICAL or DOWN status.

• Integration 2 (Trouble Alerts):

  • Confirm that this integration is set to process only alerts with TROUBLE status.

2. Check Alert Routing Rules

• Review the routing rules in Opsgenie for both integrations. Ensure that:

  • Alerts from Integration 1 are mapped to P1 priority.

  • Alerts from Integration 2 are mapped to P2 priority.

• If there are overlapping rules, adjust them to avoid conflicts.

3. Add Filtering Logic

• If Site24x7 sends alerts with overlapping statuses, use Opsgenie's filtering/tagging logic:

  • Add a condition in Opsgenie to check the STATUS field of incoming alerts.

  • Route alerts with TROUBLE status explicitly to Integration 2.

If the issue persists, consider reaching out to Opsgenie support by raising a ticket for further assistance.

Regards,
Nayan