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Ticket not created when alert escalated

Evgenii Pereverzev
Contributor
September 12, 2022

Hi everyone,

Using Jira Service Desk integration.

I want to create tickets when alert is escalated.

The problem is that tickets created only with another bunch of rules (alert created, alert acknowledged, note addted , etc)

But it doesnt work with rule Create ticket when alert escalated (try  different buch of rules  for escalation)

What could be the problem?

3 answers

0 votes
Evgenii Pereverzev
Contributor
September 18, 2022

Contacted support team - right now alert is escalated trigger doesnt work at all.

They created bug ticket for this, will wait until it fixed

0 votes
Evgenii Pereverzev
Contributor
September 12, 2022

Hi,

Cloud integration 

Yes, I found that rule.

But for me it doesn't work, another type of rules yes.

When I create rule for escalate - no

Because I need to create ticket only after several time

0 votes
Nick Haller
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 12, 2022

Hi @Evgenii Pereverzev ,

Are you using the JSM legacy or cloud integration?

Regardless, both integrations should offer the option to create a JSM issue when the alert is escalated.

With the JSM legacy integration, you'd want to map this under the For other Opsgenie alerts section:

escalate1.jpg

 

For the JSM cloud integration, you'd want to map this under the Outgoing automation rules >> Create and update requests with Opsgenie alerts that are created by other integrations section

escalate2.jpgescalate3.jpg

Evgenii Pereverzev
Contributor
September 12, 2022

routing rules.pngticket creation.png

Evgenii Pereverzev
Contributor
November 2, 2022

Update: create ticket when alert escalated was not working at day when i create this topic.

Now Atlassian team resolved this problem

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