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How to make it Uni-Directional.. Incidents in ServiceNow must not create Opsgenie Alerts

Hi All,

We have installed "OpsGenie" and configured to point to ServiceNow Dev Environment.
As Opsgenie is Bi-Directional that is any alerts created in Opsgenie will auto create Incidents in ServiceNow and vice versa., we are facing issues with Disabling ServiceNow Incident Creations to Create Opsgenie Alerts.

Any suggestions would be greatly appreciated. We are looking to disable it one side only. No Alerts should be created in Opsgenie if we create Incidents in ServiceNow. But it must create incidents in ServiceNow when Alerts are created in Opsgenie.

Also is it possible to get Priority Mapped from Opsgenie Alerts to Priority of Incidents in ServiceNow.
We are looking to get automated info for Assigned To person, where an alert is assigned to someone in Opsgenie, related Incident must get auto assigned to the same person in ServiceNow.
We also want Closed/Resolved dates from Alerts in Opsgenie to be auto synched to Incidents in ServiceNow.

Please suggest on how to achieve all the above.

Thanks,
Sumana

1 answer

0 votes
Nick H Atlassian Team May 17, 2021

Hi @Sumana P Bhat ,

If you do not want ServiceNow incidents creating Opsgenie alerts, you'd want to remove any Create Alert actions configured under the Advanced tab of the integration:

snow1.jpgsnow2.jpg

 

Hope this helps! Let us know if you have any additional questions, issues, etc.

Thank You for reverting. We had found a work around to achieve this creating a test group and mapping servicenow incidents to create alerts for that group where only couple people are part of not worried of alarming any oncall person.

Do you have any solutions for below queries please.?

Is it possible to get Priority and Closed/Resolved dates Mapped from Opsgenie Alerts to Priority and Closed/Resolved dates of Incidents in ServiceNow.
We are looking to get automated info for Assigned To person, where an alert is assigned to someone in Opsgenie, related Incident must get auto assigned to the same person in ServiceNow. Using "a User takes ownership of alert" in Opsgenie "assign the incident to the user" in SeriveNow didnot work.

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