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Opening a Zendesk ticket from an alert using actions

I have opened a ticket on this, but I thought I would ask the community as well. 

I am trying to set up creating a Zendesk ticket from an alert when the user selects the action named "ZenDesk" from the OpsGenie system. When I set up the ZenDesk connector and configure it to create a ZenDesk ticket when "Action Contains ZenDesk" (see screenshot 1) it will NOT create a ticket in ZenDesk when the user selects ZenDesk from the action menu, however if I set the configuration to create a ticket when "Alert Actions contains ZenDesk" (see screenshot 2) then it creates a ticket as soon as an alert is generated without the user selecting ZenDesk from the Action menu. Please note that OpsGenie and Zendesk are communicating properly with one another. I have attached a screenshots of this configuration as well (see screenshot 3)

Can anyone tell me what I am doing wrong.


screenshot_1.jpgscreenshot_2.jpg screenshot_3.jpg

1 answer

1 vote
John M
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Feb 03, 2022

Hi Patrick,

In this case you would want to prevent Zendesk tickets from being created in all situation, except when a custom action is triggered on the alert. Here is what it would look like:

Image 2-3-2022 at 2.56 PM.jpg

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