Unable to see Cleart Alert action when using Global automation (JIRA)

Question

Requirement: Use JSM automation to create an alert once incident/workitem is created.

I am trying to create an automation to create alert once an incident/workitem is created in JSM. I am able to use trigger as "Workitem created" and also i can filter it using condition, but I am unable to use action type "Create Alert" in my automation. Can any one help me understand what could be the reason and how to solve this?

Checks made: I have already enabled on-call and alerts in my project feature settings.

Aravind_Chandran · Answer

@Hari Krishna , Thank you for your responce.

I did not realize, i was actually trying this automation within the project itself.
So below is the steps that i have taken:
1. Under the project i have gone inside the project(space) settings
2. Clicked on automation
3. Created the rule, but as informed earlier, for some reason i am unable to see Create Alert under actions. I can see option like Create Incident for JSM, create workitem for Jira but no filter available for opsgenie(to create alert)

When i check the features inside project settings, i see Alert and On-call both are enabled and we are on premium plan.

Not sure if there is any integration issue with the way opsgenie was enabled within project and organization level. Could you please provide input on this.

Hari Krishna · Answer

Hi @Aravind_Chandran ,

The “Create Alert” action is not available in Global Automation.
This action is only supported in Project-level automation for Jira Service Management projects that have Operations / Alerting (formerly Opsgenie) enabled.

Even if on-call and alerts are enabled at the project level:

Global automation rules will not show “Create Alert”

This is by design, not a permission issue

To resolve this:

Create the automation rule inside the JSM project (Project settings → Automation)

Use the same trigger (Work item created / Incident created)

You will then see Create Alert as an available action

Also make sure:

Your JSM plan includes Operations / Alerting

You have permission to manage project automation