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Need some help in this topic below,
Our use case is receiving monitoring alarams from various monitoring tools via API or Email and we were routing each monitoring alert to a JSM project and it created a ticket, but without any correlation/dedup and other basic alert tool capabilities we were flooded by alerts.
Recently after JSM announced new features like Incidents and alerts on our JSM instance we enabled the features and now I have routed all the monitoring alerts to reach Opsgenie and it inturn creates an Incident in my JSM project. Ever since I've enabled this OG has deduplicated 81% alerts which is a good improvement for us. However, this has now introduced new issues for us, as each time an Incident is created in JSM no matter it's triggered from OG integration or an Incident submitted via portal, we see a notification saying 'update this incident' to use all the features this is because the incident is created before new features were enabled, but this is incorrect and seems illogical.
As both of these tools OG and JSM are under the same cloud account for us, our expectation was the alerts creating incidents in JSM will auto link and talk to each other but it's painful that you need to update the incident and link alerts. Also this is causing slowness and Incidents which have no relevance with OG and created after the features enabled are also asking to update everytime!
Thank you for your feedback and your query! As for the linking of alerts to the Jira Service Management ticket, that was a feature created separately from the Jira Service Management ITSM features; it was an Opsgenie feature to manually link your Jira/JSM issues to your Alerts/Incidents within Opsgenie and vice versa. As you stated, we currently do not have the functionality to automatically link those alerts with those tickets and we do have a Feature Request for such functionality on our internal backlog.
The only automated connection that you can achieve so far is that between an Opsgenie Incident and a Jira Service Management Major Incident; that is the port of the new Jira Service Management ITSM Feature set.
Hope this helps and please feel free to reach out to Opsgenie or Jira Service Management Support for detailed queries and personal issue investigation via: https://support.atlassian.com/
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