I'm slowly loosing what hair i have left with this one. Here's the problem to solve;
- we are running JSM Operations (nee Opsgeneie) and JSM
- we want to allow for email integration within JSM Operations so that alerts can be created automatically
- those on-call / alerted triage the alert and if deemed an incident they use the 'create incident button'
- this will then present the default form and once filled in an incident ticket is created in our JSM project
This all good and does what we need to get a ticket added to a team backlog. However there's an issue I can't solve. When the incident ticket is created in our JSM project, the sync process kicks in and merrily creates yet another alert ?!?!
I've looked at other reported issues such as https://community.atlassian.com/forums/Opsgenie-questions/How-to-manage-duplicate-alerts-against-jira-incident/qaq-p/1946586 and https://support.atlassian.com/opsgenie/docs/what-is-alert-de-duplication/ which goes some way and seems to rely upon the Alias custom field within JSM Operations (nee Opsgenie)
Where things come unstuck is that the value of the Alias custom field is *not* 'handed over' to JSM Project ticket. It therefore seems that the sync process will simply create a new alert (as the Alias custom field is not included during the sync process - or I can't see how it works)
What is confusing is that when you look at the JSM Project ticket, it contains a linked alert field (on the screen)
which points to the original Alert
that implies there is a link already so why is the sync process creating a new Alert ????
Here is the sync (which is pretty vanilla)
