Considering how Opsgenie processes the incoming request sent through the integrations for already created alerts, it is not possible for most of our product integrations including Jira Software or Service Desk to automatically update the fields such as description, tags etc. of the existing alerts(except priority).
Otherwise, I think it might cause a confusion in case there is an ongoing escalation for an alert so the newly added responders may have difficulties in tracking all the changes in the alert fields made by the integration automatically. However, in order to give our users the flexibility to update those fields when necessary, we allow you to update the most of the alert fields manually on the user interface or through Opsgenie REST API but one should keep in mind the scenario mentioned above as a better practice. :)
On the other hand, there is an exception applied to the priority field that can be only increased automatically if the incoming request sent to Opsgenie matches with a create alert rule of the Jira integration which implies a higher priority than the open alert. In other words, the corresponding Opsgenie alert can be deduplicated and its priority can be increased through the Jira integration while the other alert fields remain same by default.
In our Standard and Enterprise plans, you have access to advanced integration settings where you can add a couple of create alert rules that any of them can correspond to a specific Opsgenie priority.
Lastly, another workaround here might be to use the "Notes" field as this can also be updated during the alert deduplication like the priority so the new information sent from Jira can be included here.Hope this helps!
Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...
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