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Can we close alerts in Opsgenie with email integration

We have a requirement where in alerts will be created via email integration in Opsgenie when some service is down and once the service is back it will trigger another email and it will have something in the email body saying the status is ok. So can we match this and close the alert automatically in Opsgenie.

 

I tried all the options to match text in Subject, Message in Advanced option in integration but no luck, it keeps on adding the ticket count instead of closing it.

2 answers

1 vote
Nick H Atlassian Team Mar 19, 2021

Hi @Chethan GR ,

This use case is certainly possible! It's all dependent on the alias field - or the alert's unique identifier - of both the create and close alerts.

In order for the integration to close an alert, it needs to find an open existing Opsgenie alert with a matching alias. You can define what data parsed in the alias field of both actions - but again, the key is they need to match.

Here's a very basic example:

emailcomm11.jpgemailcomm22.jpgemailcomm33.jpg

 

emailcomm44.jpgemailcomm55.jpg

 

Hope this helps! Here's a few other documents customers leverage to help customize what data parses in the alias or other alert fields:

https://docs.opsgenie.com/docs/string-processing-methods

https://docs.opsgenie.com/docs/regular-expressions

Let us know if you have any additional questions. 

Hi @Nick H ,

 

I tried the same but it keeps on deduplicating. Please find the screenshots attached.

 

Alert.PNGAlert-2.PNGClose.PNGcreate.PNG

 

Please let me know if I'm missing something here.

 

Regards,

Chethan

Nick H Atlassian Team Mar 22, 2021

Hi @Chethan GR ,

That setup looks good - so I have to assume the second email is in fact containing "Down" in the subject - which is why it's deduplicating. 

If that's the case then the alert will continue to use that action since it matches. You need to filter on something that does not match the Create Alert action's filter - and has the opportunity to review the Close Alert action.

Otherwise, the alerts will continue to deduplicate like this.

What do you mean "adding to the ticket count"?  Adding new messages via deduplication (I assume).

You would need to match your close criteria and then create a Close action in the integration, rather than under the Create Alert tab.   Even with that, its still not working?

Hi @connor mcguane ,

 

Yes, that's correct it's deduplication.

 

And I've tried the close action but didn't help. attaching the screenshot for reference.

Close.PNG

Regards,

Chethan

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