Integration - POC

[Mohanakrishnan E]

We use own web application to manage support tickets and this support site integrates with Salesforce through API to store tickets data. Currently there are no alert mechanism implemented to manage high severity cases.

Basically, we are planning to implement an alert service, where our support engineers is expected to receive notification when

-> they are assigned a support ticket?

-> to push notifications to them when they do not respond/acknowledge a support ticket?

Reading the features of Opsgenie, I see that it is capable to send alerts through SMS,mobile push niotifications, automated voice calls and emails which is exactly what we are expecting. However, I would like to understand how would Opsgenie integrate with our application to capture the information and alert the engineers based on rules defined? 

Could you please provide some inputs on it? I am happy to have a call as well?

[Eugenio Onofre · Accepted solution]

Hi @Mohanakrishnan E

Opsgenie has a default set of more than 200 integrations out of the box. However, as you use a custom solution, you would need to have the creation of alerts triggered by API calls. Examples:

1. When a ticket is assigned to an agent, you would call the Opsgenie Alert API to create an alert and assign it to the aforementioned user
2. When a ticket is not acknowledge in X time, you can have it escalated automatically by using default Opsgenie escalation feature

In the documentation below, you can find all the details about the Opsgenie API:
https://docs.opsgenie.com/docs/alert-api

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,
Eugenio

[Mohanakrishnan E]

Thanks

[Mohanakrishnan E]

I installed the mobile app and I received a push notification when I created a test alert in the UI. Couple of questions":

- Is it possible to snooze an alert in the application?

- Can we retrigger the alert to the same engineer if he/she does not acknowledge within X time? Once that X time lapses, then can we automatically trigger the escalation policy?

Thanks

Mohan

[Eugenio Onofre]

Hi @Mohanakrishnan E

Yes, it is possible to snooze alerts in the app. You can use the NOTIFICATION rules to do so.

https://support.atlassian.com/opsgenie/docs/create-and-manage-notification-preferences/

About the rettirger escalation, yes you can. You can configure it in the rotation rules and escalation policies:

https://support.atlassian.com/opsgenie/docs/how-do-escalations-work-in-opsgenie/

[Mohanakrishnan E]

Thanks, I am trying out with the free trail. Will get back if I have any questions

[Mohanakrishnan E]

Hello Eugenio,

As we may have to use API solutions to create alerts in the Opsgenie, it may be necessary to trigger API call for every customized event at our side. A typical scenario would work like this, if I understand correctly.

- A ticket is assigned to an engineer > Alert API called to create the alert in Opsgenie > Engineer notified(alerted) > Engineer acknowledges the alert > No further alerts to engineer> The engineer works on ticket and post response > Alert closed

> if engineer does not respond to ticket within 1 hour, then recall the API to alert the engineer and same process continues. 

Can the Essentials plan accommodate the above features?

Do you have a reference flow diagram or similar to understand how the alert lifecycle works?

[Mohanakrishnan E]

Hi,

Any updates, please?

Thanks

[Eugenio Onofre]

Hi @Mohanakrishnan E

The differences between plans are below:
https://www.atlassian.com/software/opsgenie/pricing

I do not have this flow mapped unfortunately, but the "recall" may not need a new API call. It is a default setting of Opsgenie to trigger the notification once again.