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Do not create alert for e-mail replies

We have OpsGenie set up so when our 3rd party partner has something to report, they e-mail the OpsGenie alert e-mail. An Alert is then created. 

Problem is when people "reply" to that e-mail chain, a separate new alert is created for every single reply.

I keep begging our users not to reply, but they do it anyways.

How do I get OpsGenie to either automatically close (or better yet not create one to begin with) alerts created by people replying to the original message? If it helps, all "reply alerts " start with "Re:" ... is there maybe a filter ignore "Re:" or something like that?

2 answers

2 accepted

3 votes
Answer accepted
Nick H
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Mar 27, 2023

Hi @Mike Hang ,

If you have access to the Advanced tab of the integration, this should be possible.

Note that this tab is only included with the Opsgenie standalone Standard and Enterprise plans, or the JSM/O Premium and Enterprise plans. Under this tab, you'd want to configure one of two things:

1) Adjust what parses in the alias field of your alerts, and have the Conversation Subject parse as the alias. This will always parse the initial subject of the email in the alias even when there are replies, forwards, etc.:



Replies to the email will simply increase the count of the alert, or deduplicate them, so your users are only notified of the initial alert, and not the increased counts. 


2) Configure an Ignore action that does not create alerts for when a reply is made to the email thread. Might look something like this:


Especially thank you for providing the screenshots. It is something that I can show management and will make it much easier to sell them on upgrading to a paid plan.

Like Nick H likes this
0 votes
Answer accepted
Riley Venable (Atlas Bench)
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 27, 2023

You can create an email filter in Opsgenie that will help you ignore emails that contain "Re:" in the subject. To do this, go to the Advanced Email Integration Settings and create a "Create Alert" action with a filter that excludes emails containing "Re:" in the subject line.

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