Acknowledge an alert in OpsGenie from an update in JSM

[Luc Demanche]

When we open an incident in JSM, the system is creating an alert in OpsGenie using the integration between JSM and OpsGenie.

Is it possible to to automatically acknowledge the alert in OpsGenie when our agent is commenting the incident in JSM?

[Nick H · Accepted solution]

Hi @Luc Demanche ,

This should be configurable within the integration's Advanced tab. Note that this tab is only available for the Standard and Enterprise plans:

Under the Acknowledge action, you can configure what will ack the alert automatically based on the request, what data is parsed in the payload, etc. This action's filter might look something like this:

And for reference, this is typically what the log would look like when a comment is added to a JSM issue. In my screenshot above, I'm filtering on the Comment Author field:

Hope this helps!