Alerting specific OpsGenie users when a Major Incident is raised...

[Paula Barclay]

We currently have our OpsGenie alerting 4 team members when a Major Incident ticket is raised by staff. 

Is there a way to for OpsGenie to look for key words in the ticket context/subject line raised and alert one person rather than all 4?

EXAMPLE:
Major Incident raised with context "No cut files". 
("Cut files", "switch" "bot down" = USER@tradeprint.co.uk)

Alert USER@tradeprint.co.uk

**if not acknowledged by USER@tradeprint.co.uk in 30 minutes alert 2nd user USER2@tradeprint.co.uk

---

Is this possible?
We don't have "On Call" system at the moment.
Could this be resolved under the scheduling section?

[Mona Singh]

Hi Paula,

This is Mona here, happy to help :)

As I understand, you would like specific users to be notified based on some filter conditions like Subject line, etc, when an incident is created. Please let me know if my understanding is correct.

To answer your question, this use case can be achieved by creating a Routing rule for the responder team. Just to let you know, if an incident is created in Opsgenie, it creates an associated alert (the original alert) and a Responder alert (to notify the added responders about the incident).

Associated & Responder Alerts Behavior

Then we can make use of the Responder alerts to notify the required user for this incident by creating a Routing rule based on the conditions:

Routing Rule

On the other hand, if the incident is created outside Opsgenie but it has triggered an alert in Opsgenie then also we can notify the specific users by creating the Routing rules -> then based on conditions it will be routed to Escalation where you can set the time interval to notify the user:

If the alert is not acknowledged for x minutes

If the alert is not closed within x minutes

It will be further routed to the Oncall schedule, and hence, the user will be notified. Please find more details on configuring Escalations & Schedule in the below doc:
How do Escalations work in Opsgenie?

On-call Schedules

Please try it out and let me know if this helps in achieving your use case. In case you have any further queries, please feel free to reach out to us by creating a ticket in this link and we’ll take it from there :)

Thanks!
Mona