Hello all,
I am trying to page different opsgenie groups based on a field we are using an object in our asset management.
So the premise is, right now, ticket comes in and gets worked like normal. Then if the ticket needs escalated to a team, the assigned team member changes a custom field that is based on an object in our assets. So this field is referring to an object that is based on team functions and refers to those members assigned to that team in our assets. (e.g. Atlassian team has 2 members, myself and one other). Then an automation happens to notify those team members that a ticket has been assigned to their group.
The problem I'm running into is when this happens we want to page their opsgenie team if the ticket is labeled as critical. So I was looking and in OG it looks like I can't pick a condition (for the JSM cloud integration) for custom fields.
My solution to this was to originally create an automation to take the name of the object that gets set in the ticket and then add that name as a label to the ticket and THEN set the OG condition to check for that label (we don't want all teams being paged for every ticket just the relevant teams).
I tried creating this automation with the smart value for our custom field that is the object but it keeps returning blank (not reading the name of the custom field or the object).
I guess in the end I have two questions.
1. Am I even going about this in the right way?
2. If I am how can I get that automation to return the name of the group and assign it to the label.
3. Bonus points for helping me figure out how to remove a label of a previously assigned object, and then add the new object label IF the field gets changed and it needs to go to a new team.
Thanks so much!
