Help Needed: Suppressed Alert Notifications in JSM

[Sean Malhotra]

Hi Braintrust,

I’ve configured Jira alerts (Opsgenie) for my Support team, and while the alerts are generally working as expected, I’ve noticed an issue with some alerts not being triggered.

When I check the Activity Logs, I see the following entry after an alert is generated:

[jira-service-management-cloud[GES AU Alerts-Create Alert] with incomingDataId[d2311d50-785b-4d48-99e3-52cd6b68eaa0]] -> Suppressed Create alert notifications

This suppression isn’t happening for all alerts, and I’m struggling to pinpoint where this setting is configured or why certain alerts are being suppressed.

Has anyone encountered a similar issue or can guide me on where to look for potential suppression rules or settings?

Thanks in advance for your help!

A screenshot of my alert notifications policy is attached.

[Marc - Devoteam]

Hi @Sean Malhotra 

On the integration (I expect you are using the new Incident Management setup), is the checkbox "Turn of Notifications" checked?

If you are still on the old Opsgenies setup, this article might help.

How-to-suppress-Alert-Creation-and-or-Alert-Notifications