Ticket not created when alert escalated

Evgenii Pereverzev 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 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 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 H
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 September 12, 2022

routing rules.pngticket creation.png

Evgenii Pereverzev 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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