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Top Ten User Mistakes in Opsgenie and How to Overcome Them

Here are ten common mistakes users make and how to sidestep them: 

1. Routing Directly to a Schedule

Users sometimes wonder why their escalations aren't triggered. If a routing rule points straight to a schedule, it bypasses any set escalations. Remember, escalations only activate if they're the direct target of a routing rule. An informational icon appears when you route directly to a schedule, hovering over it provides more details.

2. Setting a Static Alias

Frequent confusion arises when new alerts aren't generated, but they're merely being deduplicated. The alias field isn't arbitrary; it matches incoming data to open alerts for actions like acknowledgment or deduplication. Using a static alias in an integration means all incoming data will have the same alias, leading to constant deduplication. Always use a dynamic value for the alias.

3. Misconfiguring Integration Filters

Some users find that alerts aren't acknowledged or closed as anticipated. If an integration filter for 'create alert' is set to 'match all alerts', every processed payload by the integration will match, preventing other actions like 'close' or 'acknowledge'. Ensure your filters are set correctly to allow multiple actions.

4. Overlooking Team Assignments for Integrations

If an integration isn't linked to a team, the resulting alert won't have an owner team. For team-based policies to apply, the alert must belong to the appropriate team.

5. Prematurely Viewing Alerts

Missed notifications often result from users opening alerts. Once viewed, Opsgenie assumes you're aware of the alert and skips sending notifications. The activity log will reflect this action.

6. Using Incorrect API Keys

Errors can arise from using the wrong API key type. Opsgenie offers two types: one from API integrations and another from the API Key Management tab. The latter is primarily for configuration-based requests, with certain alert actions restricted.

7. Misunderstanding Incident Auto-matched Alert Behavior

Users employing incident rules sometimes wonder why new alerts aren't notifying. Alerts matching an incident rule automatically become associated alerts of that incident, and Opsgenie won't send notifications for these to reduce alert fatigue. It's crucial to close incidents promptly as alerts matching an open incident won't notify.

8. License Limitations

If you're trying to add new users without available licenses, you'll encounter an error. Licenses must be increased before adding more users. Owners can adjust this under Settings >> Subscription.

9. Combining Primary and Secondary On-call Rotations

If both primary and secondary on-call users receive notifications simultaneously, it's likely because both rotations share the same schedule. To ensure only the primary on-call user is notified, place primary and secondary on-call rotations on separate schedules.

10. Using Routing Rules for Incoming Calls

For those using an incoming call integration, be aware that the call itself doesn't process against routing rules, only its associated alert does. To route to an escalation, adjust the settings in the incoming call integration directly. Note that time gaps in an escalation are ignored for live calls.

By understanding and addressing these common pitfalls, you can optimize your Opsgenie experience and ensure smooth alert and incident management.


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