Incident closure using global automation in Opsgenie/JSM merged instance.

[Kai Dong]

We have an automation rule to create an incident when an alert is created with specific tags, however when the alert is closed, the incident remains open. I have not identified a method to address this issue, aside from establishing another automation rule to facilitate the closure of the incident.

We prefer not to use Sync, as it does not include the essential fields required for our incident management process.

Regarding the closure behavior, I am having trouble creating an automation rule to close the incident when the alert is closed. The only reference to the incident within the alert is found in the linked issues under 'escalated by,' but I do not see the option in the automation rule configuration to access this information for correlating the closure behavior.

It seems logical that the automatic closure of the incident when the associated alert is closed should be a straightforward feature. What am I overlooking in this process?

[Dave Rosenlund _Trundl_]

Welcome to the community, @Kai Dong  👋

In cases like this one, it's always helpful to share a screen shot of the automation rules you've built thus far. It may still be a good idea.

The automation you are looking for is the Transition Issue automation (i.e., transition to close). But, maybe you already knew that. That's where the screenshot would have come in.

I think you can adapt this approach to your use case: Auto-close old Jira support issues 

That said, the real reason I decided to reply to you is that in my experience there are many situations where an issue should remain open, even though the "Alert" or urgency has passed. In other words, I don't agree with the assertion that this should be automatic.

Perhaps this is not true for you organization, but if Atlassian were to make this an automatic thing I bet there would be lots of complaints. Just my $.02 😎

Hope this helps,

-dave