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Action linked to Action policy does not always fire

Nicki_zgljh7

I have an Action policy that links an Action to certain alerts. The alerts have a notification policy linked that will auto-close.

I've noticed in some cases the Action policy fires after the alert has closed, and in some cases it never fires.

The documentation is not explicit about whether an Action policy will fire on a Closed alert or not, can someone confirm what the rules are?

Accepted answers

Mubeen Mohammed

Hello @Nicki

Thank you for contacting the Atlassian Community. This is Mubeen.

Generally, the intention behind action policies is to act on alerts that require attention or intervention. If an alert is already closed, it might not be the target for further actions, as the closure of an alert typically signifies that the issue has been acknowledged, resolved, or otherwise deemed not to require further immediate action. Therefore, in many configurations, action policies are designed to trigger for active alerts rather than those that have been closed.

If an action policy is meant to trigger close to the time an alert is auto-closed by a notification policy, there's a race condition where the action might not "see" the alert in time if it's already been closed. This could explain why the action policy fires inconsistently. In such cases ensure that the criteria set in your action policy are broad enough to capture the alerts you're interested in but also not so broad that they might miss due to timing with the auto-close feature of your notification policy. Adjusting the timing or conditions under which your notification policy auto-closes alerts may help ensure that your action policies have a chance to trigger appropriately.

If you see the huge time differences between the Close Alert policy and Action policy execution, then this needs further validation from the support end. I recommend reaching out to Opsgenie support at https://support.atlassian.com/contact/ with instance information and policy details to further investigate this behaviour.