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Create Alert based on Service Desk Organisation

Ray Nixon March 11, 2024

Hi,

New to setting up OpsGenie, and playing around. One thing I want to try is setting up an integration with Service Desk, so that an OpsGenie team gets an alert if an issue is raised in Service Desk by a particular organisation (alternatively, alert is raised for a particular queue).

 

After setting up the Jira Service Management Cloud integration, under Incoming automation rules, I can edit the Create Alert rule. But under the conditions there is no option to select Organisation to add a filter on a particular organisation.

 

So, how can I do it?

1 answer

0 votes
Mubeen Mohammed
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 13, 2024

Hello @Ray Nixon 

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

You're correct. In the default OpsGenie settings, there isn't an option to specify an organization or queue directly in the conditions for the "Create Alert" rule inside the incoming automation rules. However, you can achieve what you're looking for by validating the incoming {{_payload}} sent to Opsgenie from your Jira account.

You need to validate where exactly the Organization details are sent in the Incoming Payload when the Jira ticket is created. You can either analyse the debug logs(Settings > Logs) to find more details on where the Organization details are specified in the payload and using the StringProcessing Method or Regular Expressions you can parse this information in other fields of Create alert conditions to route the alerts accordingly.

If you need further help validating Incoming payload you can raise a support request at https://support.atlassian.com/contact/ we will further validate your account to suggest specific conditions you can consider for this requirement. 

I hope the details provided are helpful.

Regards

Mubeen Mohammed

Cloud Support Engineer

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