Multiple responders, one alert, multiple acks

[Rachel Grundy]

OpsGenie novice here...we have an integration with our JSM portal set up so that when a specific issue is created, we notify two different teams' schedules.

The issue I keep running into is that while both schedules get notified, as soon as one responder acks the alert, it acks it for the other on-call schedule too. Documentation is pretty sparse on how to prevent this.

I've tried two ways - one, set up a separate Rule within the integration for each responder team, and two, one rule with both responder teams listed. Same result both ways - one alert to both, one ack silences it for both.

Do I need to set up two separate integrations for the same issue creation? Or is there a way to separate out the alerting for each responding team that I just haven't grokked?

[Brennan Kiely · Accepted solution]

Hi Rachel,

The best way to handle this would be to use separate integrations - one per team. Then, you can edit the 'alias' field on one integration to ensure the alerts aren't deduplicated. You could do something like hardcoding the team name onto the alias in all alert actions: TeamA - {{alias}} for example. You'll also need to use the legacy Jira integration for one of the teams - the new integrations only support creating one alert per Jira issue/ticket.

[Rachel Grundy]

Thank you! That worked, I used a legacy integration as you said and finally solved my problem. Yay!