Delay integration trigger

[Duy Le]

Is there any way to delay the integration trigger in Opsgenie?

We use Zendesk integration to create a Zendesk ticket whenever an Opsgenie Alert is created. The problem is most of the alerts would be auto-closed after a while, and we don't want ZD tickets for those alerts. Is there any way to delay this integration trigger, so that if the alert is auto-closed in the delay duration we don't create a ZD ticket for it?

[Tejaswi G]

Hi Duy Le,

This is Tejaswi from the Opsgenie Team, and I am happy to help.

We don't have a direct delay Option in Opsgenie to delay the triggering of the integration. The integration will be triggered as soon as the alert is assigned to a team.

However, you can create a separate Team, "Team ZD," which will have only the Zendesk integration in it, and add this team as a responder in the escalation rule after your required delay in the Original Team's escalation, where the alert is created to induce the delay for ZD ticket creation. 

Kind Regards,

Tejaswi

[Duy Le]

That's brilliant. Thank you for your support, I'll test it and get back 

[Duy Le]

I've tried as you recommended, the delay is working, but the Zendesk integration wasn't triggered after the delay.

https://support.atlassian.com/opsgenie/docs/outgoing-integration-triggers-for-team-routings/

According to this article, the integration trigger should be working. Don't really know where I'm wrong though

[Tejaswi G]

Hi Duy Le,

Thank you for the update. Can you please log a ticket with us at https://support.atlassian.com? we would like to review your current team setup. 

Kind Regards,
Tejaswi

[Duy Le]

Sure, thank you Tejaswi