OpsGenie Freshservice Integration - Notes from FS to OpsGenie not updating OG Alert

[Andrew Wildey]

We are setting up the Freshservice to OpsGenie integration. We have it mostly working - creating a new Alert is working. OpsGenie sending notes/updating Status to Freshservice is also working as expected. However, when a note is added in Freshservice we see the Note Count go up in OpsGenie but it is not getting added to the Alert itself!
We are using the documentation - https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-freshservice/ using the json code supplied here. Could someone check this to ensure it works?

[John M · Accepted solution]

Hi @Andrew Wildey ,

John from Opsgenie support here, happy to assist. Your screenshot actually means that the alert is being deduplicated, which means it's matching against the 'create' action each time due to the alias being the same. Incoming alert actions are processed from top to bottom within the integration, and since the 'create' action is always first, if it matches that action, it will never make it to the other actions, including 'add note.' To fix this, you will need to adjust the filters on your 'create' action in the integration so that it does not match incoming payloads with that are meant to add notes, rather than create new alerts. Then when the payload alias matches, it will process against the 'add note' action. 

[Andrew Wildey]

Thanks John. I managed to get access to OpsGenie and tweak the 'create' an Alert rule. Thanks for your guidance on this one.