Alerts Not Closing Properly in New Relic When Closed via Slack Button

[Allana Daudt]

I am experiencing an issue with the integration between New Relic, Opsgenie and Slack, where alerts are not being closed as expected. Here are the details of the problem:

• I have configured alerts in New Relic using OpenTelemetry.
• When an alert is triggered in New Relic, it sends a notification to an Opsgenie webhook.
• Opsgenie, in turn, sends a notification to a Slack channel.
• When I close an incident via the Slack notification, it correctly closes the incident in Opsgenie.
• However, the incident remains open in New Relic for the defined time period, which is 1 hour.
• After this 1-hour period, when New Relic closes the incident, Opsgenie sends the same incident notification again for Slack channel, even though there is no ongoing issue.
  
  

What could be causing this behavior and how to resolve it?

[Brennan Kiely]

Hi @Allana Daudt ,

Thanks for reaching out! I would suggest creating a support ticket at support.atlassian.com for this so we can get a look at your setup. There isn't a known issue with this flow, so it's tough to say what could be causing it without looking at an example.

Thanks!