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Possible to add responder via automation to an incident ?



I was wondering if it's possible to add a responder to a newly created incident in JSM through automation rules?

Thanks for anybody that reply ;-)


2 answers

1 accepted

2 votes
Answer accepted
Charlie Misonne Community Leader Jan 20, 2022

Hi Nico,

This is possible when using the "edit issue" action.

Under "more options" you can add a json to update field. Try this:

"name":"<name of the team>",

Where "customfield_10091" is the ID of your Responders field

If you want to find the value of the placeholders I used you can take an existing ticket where the field has been filled out. The endpoint for that is /rest/api/2/issue/<KEY>

Hope this helps!

Perfect! it works ;-)

What is the ari?  Where can I find this?


What should be added as <opsgenie_reference> ?

Charlie Misonne Community Leader Jan 26, 2022

The easiest way to identify this is by looking it up in an existing Jira ticket you have.

Append this to your Jira URL to fetch all the data of that ticket and search for ari in the response. Reuse that in your automation.


There's probably a way to find it in OpsGenie too but I can't check it right now 

Hi @Charlie Misonne Could you help me to understand how I need to build the URL?


I need to use this jason but I haven't been able to find the opsgenie-reference for the opsgenie-team :-(

0 votes
Tansu Akdeniz Community Leader Jan 19, 2022

Hi @Nico Lenaerts 

Yes, you can create an automation to send a custom reply on create action. Go to JSM project -> project settings -> automation and create a new rule.

Btw, you can also edit default "request created" notification from project settings -> customer notifications.

Hi @Tansu Akdeniz 

Thx for your quick reply!

I just tried to setup sending a "custom reply" by adding a new action, but I can't seem to find the custom reply...

Is it possible to elaborate just a bit more?

Thank you!


Tansu Akdeniz Community Leader Jan 19, 2022

You can use "Send email" function. Or it is possible to use "Comment on issue" (share with customer visibility) which will send a comment over the original request created mail. It will trigger "Public comment added" system notification.

If it is generic message, as I said before, change the following notification instead of creating a rule (below). Defining a new automation rule makes sense if there will be conditional cases.

Ekran Resmi 2022-01-19 13.33.36.png

Like Nico Lenaerts likes this

Hey @Tansu Akdeniz 

Maybe I wasn't so clear before, so my apologies!
What I really want to do is to add (in an automated way a responder (team from OpsGenie) whenever a new incident is created like shown here in the screenshot:

I don't want to send an email to person, but my goal is this:
Whenever a responder is added, a new "alert" is created in OpsGenie and the responder will be the owner of this alert. So this is where I want to go to...


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