Not receiving Opsgenie Alerts

[inderpal Dodd]

Hi,

We are not receiving any Opsgenie alert notifications recently. For example check this test alert

https://financeit.app.opsgenie.com/alert/detail/2863a60c-8162-42cd-a2f7-b09664724b25-1701894091003/responders

When I open the app on my mobile it shows there but not getting notified. Could you please check? 

[John M]

Hi @inderpal Dodd, 

John from Opsgenie support here - I'm happy to assist with this issue.

We can't access alerts unless consent if provided, which you would first need to open a ticket or chat to do.

If the alert is sending the notifications but you're not getting push notifications on your mobile app, I would recommend checking the troubleshooting docs for iOS and Android.

https://support.atlassian.com/opsgenie-ios/docs/troubleshooting-for-ios/

https://support.atlassian.com/opsgenie-android/docs/troubleshooting-for-android/

Once you've gone through the troubleshooting steps, if it's still not working please open a support ticket and someone from our support team will be happy to assist you.

Thanks,

- John

[inderpal Dodd]

Upon investigation we found that there were a lot of incidents in the open state. All the new alerts were being aggregated  to the related open incidents and hence we weren’t getting notified. After closing the incidents we can see alerts getting to the responder state.

Does that make sense?

[John M]

@inderpal Dodd What you're describing is incident rule auto-matching. If the alerts are aggregating under incidents, but you don't want them to, you may need to adjust your incident rules to be more specific or close your incidents sooner.