Adding a new team as responder to an existing alert

[Mohit Verma]

We are trying to add a new team created in Opsgenie to be a part of recipients/responders to an existing Alert rule.

Scenario:

Existing Team in Opsgenie: Team A - Gets the Alerts based on matching a specific string in the "summary" and additional parameter "priority" of the incident in JIRA.

Requirement: New team in Opsgenie: Team B - Should get the same Alerts when Team A is being notified as per the above rule.

I have tried to duplicate the integration for the new team (Team B) with the JIRA Service Management Cloud linking it to the same JIRA Project and having the same rules as the existing team (Team A) had but the new team (Team B) is still not getting notified when alerts are being triggered.

Is there a way to automate this functionality ??
Thanks for your help in advance.

[Elelta D]

Hey there Mohit.

How are you today?

I see that you would like to Team B to be notified of an alert where Team A is already a responder. Can you please tell me if the condition under which Team B should be notified?

If the condition is the same as the notification of Team A, I wonder if the best solution would be to edit the existing alert policy and assigning Team B as a secondary responding team.

You may need to set up a new global alert policy rather than Team alert policy.

Please let me know how you go.

[Mohit Verma]

Hi Elelta,

I am well, Thanks. Hope you are doing same.

Thanks for the response.

Yes, it needs to be the same condition for Team B as it is happening for Team A.

How I tried it was, by defining the integration rules with same parameters under both Team's Opsgenie to JIRA Service Management Cloud integration.

What I noticed was some alerts went to Team A and some to Team B instead of all the alerts going to both teams.

Regarding the Global alert policy, what kind of role I need to have in Opsgenie and does it require any additional steps.
I did explore the global alert policy before but didn't see the options in my settings page to set one up.
Thanks..

[Elelta D]

Global polices should be available in settings under the on-call section as per the image below.

That said it would not be available in the Free or Essentials tier, you can check your tier by going to Settings > Subscription. If you want to use global policies you will need Standard or Enterprise OpsGenie plan

Global policies affect alerts before they hit the Team so you can set it so that two teams are added as responders based on criteria you set.

[Mohit Verma]

Thanks for the updates Elelta,

Could you please clarify what plan for Opsgenie comes as default with a "Standard" JIRA Service Management Cloud from Atlassian.

I don't see the Subscription details in the Settings as mentioned.
Thanks in advance.

[Elelta D]

Hi Mohit, 

Do you have OpsGenie as part of JSM? If so, the question might be better suited to my colleagues in the JSM team. Additionally if you have JSM on a paid plan you are eligible for support via our support offering. I recommend you open a ticket at https://support.atlassian.com/contact/, making sure you select JSM as the product if that is what you have.

In the meantime here is the pricing for JSM  and for global alert integration you will be JSM Premium https://www.atlassian.com/software/jira/service-management/pricing