Assign JSM ticket to the acknowledger when JSM/Opsgenie alert is acknowledged

Question

I have JSM integration for alerts and tickets configured. When an alert with certain priority is acknowledged, a ticket is created in an unassigned state. I would like to get the ticket assigned to the user who acknowledges the alert.

I tried to follow this Atlassian article with no luck - Assign Jira Work Items to Alert Acknowledgers in OpsGenie | Jira and Jira Service Management | Atlassian Support

This article has 2 major parts: Adding comment to ticket, assign ticket based on that comment. Unfortunately, I am unable to get even the first part working.

Screenshots attached for reference.

* JSM Sync config.jpg - screenshot of the configuration as per Atlassian article

* MyConfig.jpg - screenshot of my config rule that creates a ticket when an alert is acknowledged. This rule also adds a comment to ticket when the alert is closed, but doesn't add a comment when alert is acknowledged.

Any suggestion is welcome.

Thanks.

John Funk · Answer

Hey @Vipeen Sekharan  - Did you get something working?

Marc -Devoteam- · Answer

Hi @Vipeen Sekharan

What if you remove the update action for closed.and only use the acknowledged action, does this work?

Just simply try to deducting where it will work and where it won't.