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Sending Alerts from One Integration to Separate Teams

This article covers setting up an integration to create alerts for separate teams depending on the information received. 

On the Standard and Enterprise plans, you can create a "Global" integration and send alerts to separate teams based on the incoming data.

First, you'll want to create a global integration (or change an existing integration to a global one) by assigning it to 'No Team'. For this example, we'll set it up with an email integration.


In order to set up filters to route alerts to different teams based on the incoming data, you'll need to use the advanced integration configuration settings.


If you aren't already using the advanced settings, you can enable them in the top-right of the integration page.



You can use any combination of available filters on your integration to determine which team the alert gets sent to.


For this example, we'll keep things super simple: an email with 'devops' in the subject goes to the DevOps team and an email with 'Service Desk' in the subject goes to the ServiceDesk team (Note: The 'contains' filter is not case-sensitive).


This is our first Create Alert action:


And here is the second one:



After sending in an email with the subject "New Issue in Service Desk Queue", you can see it was assigned to the ServiceDesk team correctly:


From here, the alert will follow the ServiceDesk team's routing rules and escalation to notify the correct person.


Earlier in the article, it was mentioned that you can use the available filters on the integration to set up the routing. Sometimes, the field you want to use to determine the proper team will not be available in the drop-down. When this is the case, you can use a Global policy to assign the teams on alert creation.


We'll use the email integration for this example again. First, you'll want to add whatever field you want to use to the alert somewhere. Often times, the best place for this would be an extra property.


For simplicity, we're going to send the team over in the email in a line with "[Team: (Team Name)]" and extract that value to an extra property using string processing.



Next, we'll create a Global policy (Settings > Global policies > Add alert policy) that looks for that extra property and assigns a team accordingly. This one will send any alerts with 'DevOps' as the team to the DevOps team.



As you can see, this alert gets routed to the DevOps team properly with the rules we set up:


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