JiraServiceDesk creating unintended alerts

[Zac Wolff]

Recent Atlassian changes with the Opsgenie to Jira Service Management transition are impacting our production on-call processes. A second, duplicate alert is being created from JiraServiceDesk and is causing confusion in our environment.

Scenario

1. Zabbix source triggers an alert
   1. this is good and normal
2. Jira Alert (previously Opsgenie alert) is created - #1001
   1. this is good and normal
3. Jira [System] Problem is created - AB-10003
   
   1. this is good and normal
4. A Duplicate Jira Alert (previously Opsgenie alert) is created - #1002
   1. this is not good and confusing

Is there a new setting that I need to disable or something with the recent changes?

[Zac Wolff]

I think I found the problem within my Jira Service Management integration in Opsgenie (which is now also a Sync within Jira Service Management [alerts])

It seems like some of the tagging (labeling) had changed and double alerts were being created

After reviewing I removed Create Alerts from the Incoming rules as it doesn't fit our workflows

Tentatively resolved..?

[Kevin Patterson]

Hi @Zac Wolff 

Is the Duplicate alert (#1002) being created a Responder Alert?

I've seen similar behavior when an alert from a monitoring tool triggers an Incident in JSM where the associated service to the incident has a responders or Service Owners defined on the service. 

[Zac Wolff]

I'm not sure.

Seeing this in Alert's Activity log, first entry

11:01 JiraServiceDesk SYSTEM
Alert created via JiraServiceDesk[AB-Create Alert]