Opsgenie closes new alert when JSD ticket is reopened

[Chris]

Hi,

we setted up a Integration between Jira Servicedesk and OpsGenie, so far all is fine, but we are facing following issue:

If we close the alert in OpsGenie, the ticket in JSD will get the status "Resolved" (this is fine), but as soon as one of our customer reopens the ticket in JSD we have following situation: 

1. Ticket in JSD has status "To Do" (all fine)

2. OpsGenie creates a new alert (a bit strange for us to have a new alert, but ok for us)

3. A few seconds after the alert is opened, it will be automatically closed in OpsGenie (without any user interaction), and status in JSD is still "To Do".

Is there any solution, which can help to solve this issue?

Thanks and best regards,

Chris

[Chris · Accepted solution]

Hi Brennan,

thanks for your response.
We were able to solve the behavior by our own, as soon as the reopened alert has the same name & issue key, it's important that the alert in OpsGenie has diferent tags, otherwhise the alrt will be closed automatically.

Best regards,

Chris

[Brennan Kiely]

Hi Chris,

This really shouldn't be happening with the default setup of the integration, but the Activity Log tab on the alert should have some information on where the alert is being closed from. I would recommend reaching out to our support team either via the chat bubble or at https://support.atlassian.com/ so we can request access to log in to your account and get a better look at what's happening here.

-Brennan