Routing and escalation for manual Close via Opsgenie

[Donny Gison]

Does closing an Alert manually via Alert list go through the Global policy? Seems it is not doing so.  Thus we are not receiving SMS or mobile notifications. 

The closure can be for several Teams thus we cannot set-up an Assigned Team on the Default API. 

Any recommendations? 

Here's what we get in the log. 

system  Donny Gison

Alert closed via web (Default API-Close Alert)

Alert was closed but no steps to trigger notifications

[Nick H · Accepted solution]

Hi Donny,

Close alerts notifications will be sent to the users who were either recipients of the alert / notified, or if a user were to view the alert during its lifecycle. 

The default API cannot be assigned to a team like you mentioned, but a responser (such as team) can be added into the responder field of the integration's create alert action:

This typically is not recommended, but I guess it depends on the use case. The responders added would be notified of the alerts created through the default API - which in turn would notify them of the alert being closed as well. But that doesn't necessarily mean they'd be notified if the alert was closed through the default API - and created through another integration.

Hope that helps.

[Donny Gison]

Thanks @Nick H.  

Follow up question, manual closure is recognized by Escalation process right? Means escalation due to not closed should not be triggered once manually closed. 

[Nick H]

Hi @Donny Gison ,

I don't think I fully understand the ask about escalations, alert closure, and notifications. 

Alerts being closed are not dependent of escalations - regardless of whether the alert is being closed manually, through an integration, etc.

[Donny Gison]

Hi @Nick H

For example we set an Escalation to notify Person B if the Alert is not Closed in X minutes.  Just want to confirm that Manual Closure of Alert behaves the same as API Closure of alert. For both instances, Person B will NOT be notified because the Alert is already closed (Manual or API way). Is this correct? Thanks. 

[Nick H]

Thanks for clarifying. Yes - that's exactly what would happen. 

Regardless of whether the alert is closed manually, through the API, the integration, etc. - users would stop being notified once the alert is closed.

[Donny Gison]

Awesome!. Thanks @Nick H