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Priority field mapping with OpsGenie - Not all choice Map

I have configured my Priority field to map with OpsGenie Priority Alert field. Critical and High set the corresponding OG Alert Priority but medium and low do not. I have read articles about legacy systems etc, but this is not an all or none, this a some and some do not. I have already double checked my Priority settings in Jira.


Any Suggestions?

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John M
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Oct 18, 2023

Hi @Adam Rosenbaum ,

Can you post a screenshot of your 'create' action on the integration showing the priority field as well as a screenshot of the portion of the unprocessed incoming payload from Jira that shows a low or medium priority being sent?

sorry john i posted yesterday but not as a reply. It's not a matter of creation. This is how I have Priorities set up in the Priorities module. When I change the priority in JSM (left column) the only time it reflects the change in OpsGenie (right column) is when I change from any status to Critical or High. When I change the status to Medium or low, the OpsGenie alert priority does not reflect the chnage

John M
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Oct 19, 2023

Thanks for the screenshot, @Adam Rosenbaum 

If you're updating the priority of an existing alert, the priority can only be increased but not decreased via deduplication. So sending an alert update from JSM wouldn't be able to change the priority to a lower priority.

thats interesting. Why does it work from P1 to P2 or P2 to P1 but noting below that?

Also, I've read that this can be accomplished through automation. If Issue Priority changes then Alert Priority = Issue Priority? What I haven't been able to figure out is how to address those specific fields. Even though Priority is a field, you can 't find it in custom fields. It's actually set in the Priority module. So is automation a possibility?  

Also, is de-deuplication the reason why when I change the priority to Critical or High the A new alert is created with the subject "incident raised"?

Has nothing to do with creation. I have 4 priorities set up in JSM. They are mapped to Alert Priorities in JSM (see attachment) When I change  to critical or High, alerts chnage to critical or high, when i chnage to medium or low, alert priorities will not chnage.Screenshot 2023-10-18 at 2.35.38 PM.png)

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