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Opsgenie alerts auto closing problems


Functionality of the integration Jira Service Management to Opsgenie isn't working correctly. When an issue is closed and resolved in Jira Service Management, the alert in Opsgenie does not close. How to setup this feature to close Opsgenie alerts? 

1 answer

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Answer accepted
Nick H Atlassian Team Feb 02, 2021

Hi @Rolandas Jančauskas ,

If closing an issue in JSM does not close the correlated Opsgenie alert, then there are a few places to check.

In JSM / the webhook, make sure that Issue Update checkbox is selected:

JSM comm 1.jpg

If this is selected, then the close actions are most likely sending to Opsgenie, but they are not matching what is configured in the Close Alert action of the integration.

This can be reviewed in the Advanced tab of the JSM integration:

JSM comm 2.jpg

Here is where you can configure what JSM requests will close an alert. By default, the only condition Opsgenie looks for is for is: Status Category = Done.

You may need to edit this condition, or add additional ones that filter on what states the issue transitions into:

JSM comm 3.jpg


You can always troubleshoot what data is being parsed in these requests as well under the Settings Tab >> Logs Tab. If the request is being receive, an error log typically appears explaining there isn't a matching condition. You can review the log to determine which fields the integration's filter / conditions need to meet for the alert to close when the issue is transitioned:

JSM comm 4.jpg


Hope this helps! Let us know if you have additional questions or issues.

Dear Nick,

thanks for quick reply, but I'm unable to find Advanced tab of the JSM integration.

Maybe not all Opsgenie versions allow Advanced configuration?

That's correct. The Advanced tab is only included in the Opsgenie Standard or Enterprise plans. Our plans map to JSM as such:

JSM Standard ~ Opsgenie Essentials (which is the plan I assume you are subscribed to if you do not see this tab)

JSM Premium ~ Opsgenie Enterprise

Like Steffen Opel _Utoolity_ likes this

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