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ServiceNow to OpsGenie Integration - Priority no automatically selected via Dynamic {{priority}}

I'm beginning to implement OpsGenie for our Major INC processes and have noticed that all alerts being cataloged in OpsGenie are showing as P3 rather than matching what is provided in ServiceNow. I believe the dynamic Priority is being utilized in the integration settings. Is this a known limitation? 

This causes a problem in our process when I want P2 and P1 alerts to notify teams immediately of an impact within the applications they support.

Any advice or information is appreciated! Thank you!

2 answers

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Nick H
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Mar 08, 2023

Hi @Nicolas Helmer ,

This Community Article might help with mapping priorities: How to Map Alert Priorities in Opsgenie

If ServiceNow's priorities differ from Opsgenie (especially if there is no numerical value 1-5 being sent in the payload), then the dynamic {{priority}} will not match and Opsgenie will default to mapping the alerts to P3s.

Thank you, Nick H!

Like Nick H likes this

Worth mentioning - it appears the Functionality of the Integration does not specifically state a Priority integration, but the settings of the integration make it seem like dynamic should match some integrated app. 


Functionality of the Integration

  • When an incident is created in ServiceNow, an alert is created in Opsgenie.
  • When an incident is resolved/closed in ServiceNow, the alert is closed in Opsgenie.
  • When the incident is assigned to a group in ServiceNow, the corresponding team is added to the alert if the name of the group in ServiceNow and the name of the team in Opsgenie match.
  • When the incident is assigned to a user in ServiceNow, the alert in Opsgenie is assigned to the corresponding user.
  • User & Group synchronization (Optional).

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