Slack messages linked to an alert.

Question

Currently, in OpsGenie, when an alert is created and assigned to several response teams, only one message is created in the selected Slack channel to notify users of new alerts.

In JSM, as Slack integrations are configured at team level, I have had to set up the same integration (with the same Slack channel) for each team. This means that when an alert is created with multiple responders, as many messages are sent to the Slack channel as there are responders assigned to the alert. Is there any way to resolve this? It creates unnecessary noise in the channel, which will eventually lead to it being ignored.

Anwesha Pan · Answer

Hi @Celia Gallego

I am not sure if you have already tried these options, but you could follow one of the below workarounds:

Solution 1: Centralize alert notifications via Jira automation

Instead of configuring outbound Slack integrations on every individual team, use a single Jira automation rule to handle notifications to your shared Slack channel.

Steps to set it up:

* Remove/Disable the duplicate Slack integrations across your individual responder teams in JSM Operations —> Teams —> Integrations.
* Go to Jira Settings (⚙️) —> System —> Automation rules (or Project Settings > Automation).
* Create a new rule:* Trigger: Alert created (or Incident created / Work item created).
* (Optional) Condition: Check alert priority (e.g., Priority equals P1 or P2) or source.
* Action: Send Slack message (or Send web request / Post incoming webhook to Slack).
* Message Template:

🚨 *New Alert Created:* {{alert.message}}

     *Priority:* {{alert.priority}}

     *Responders:* {{alert.responders.name}}

     *Details:* <{{alert.url}}|View Alert in JSM>

4. Result: The rule triggers strictly once per alert, listing all responder teams in a single clean message.

Solution 2: Create a dedicated "Central Operations / Alerting" Team

If you prefer using native JSM Ops alert actions (acknowledging, closing, or snoozing directly from Slack buttons):

* Create a dedicated team in JSM called "Central Alerting" or "Operations Triage".
* Connect your shared Slack channel integration only to this Central Alerting team.
* In your Global Alert Policies / Routing Rules (under Operations —> Alert routing):* Route all incoming alerts to the Central Alerting team (which triggers the single Slack message).
* Use an Alert Policy to automatically add the specific functional response teams as additional responders without those teams needing their own Slack integration to the same channel.

I hope this helps & resolves your issue. 🙂

Thanks,

Anwesha

Alan · Answer

I think the duplicate notifications are happening because the Slack integration is being evaluated independently for each team assigned to the alert. Since the same channel is configured on every team, one alert with multiple responders can trigger multiple Slack messages.

If JSM doesn't provide a way to deduplicate those notifications at the integration level, I’d avoid configuring the same channel integration on every team and instead centralize the Slack notification path where possible. Another option would be to use automation or an intermediate workflow to detect the same alert ID and suppress duplicate messages.

I’d also check whether the Slack message contains a unique alert ID that can be used as the deduplication key. That would make it much easier to prevent repeated notifications without losing alerts for genuinely different incidents