Turning Alert into Issue

[Tyler Cassar]

Now that Opsgenie is being deprecated and Alerts are directly in the Teams Section, what is the correct way to turn an alert into an issue?

Our teams would like to have certain alerts that are received via an integration turned into an issue but the automation software does not allow for issues to be created.

Has anyone found a workaround for this?

[Christopher Yen]

Hi @Tyler Cassar I'm exploring the new Team > Operations functions as well post opsgenie merge. It looks like using the automation rules will be the method to create an incident / issue in your service project. 

[Tyler Cassar]

Hey @Christopher Yen ,

That let's you create issues matching a JSM Issue type however not a ticket for Tech Teams. I'd need to double convert it in that case.

Alert -> JSM Issue Type -> Create new issue in Tech Projects.

I feel it's a bit redundant 

[Christopher Yen]

@Tyler Cassar 

In my company all of our teams work within 1 Service Desk project using a team field to differentiate team assignment to respond to incidents which is how my automation is setup but you should be able to do
Alert  -> Create new issue in Tech Projects in your instance using automation rules. 

[Tyler Cassar]

@Christopher Yen 

Unfortunately I don't have an option to create a new issue in Tech Projects, only JSM Projects on the automation front.

[Christopher Yen]

ah.. yes I'm seeing the limitations of the automation engine now. Would you be able to leverage a JSM project as a middle man and trigger automations on the JSM project to create the tech project issues? 

alert > jsm issue > tech project issue

[Tyler Cassar]

I mean yes, but it's just painful if you know what I mean :)