Using Responder Alerts and JSM Integration together

[Jake Good]

We currently use the JSM integration to do basic Agent alerting for new JSM incidents that come in. This function works fine but we would also like to use the functionality provided by the Responder Alerts in JSM to engage escalation teams after initial triage. 

The problems I have ran into so far are...

• Integration creates an initial alert. 
• Agent goes to ticket and assigned to self (creates another alert)
• Automation to acknowledge alerts (Moving Alert to In Progress) doesn't apply to the responder alerts.

So if I choose to just do integration I loose the future ability on the ticket to add responders by service (nice feature) Or if I just do Responder Alerts I loose the ability to auto ACK and either have to escalate to a team via JSM(plus second alert when the alerted team member assigns the ticket to themselves) or to a single person based off a on-call schedule (which isn't great when you have overlapping schedules). 

Seems blocking the "Assign" Responder Alert would be the solution. But there doesn't seem to be a way to do that from JSM or in Ops Genie without blocking all other Responder Alerts. 

Open to Ideas. 

[Brennan Kiely · Accepted solution]

Hi Jake,

Taking a look at this, it does look like you can ack/close the alerts manually from the JSM incident, but I haven't been able to find a simple way to handle this via automation. I would suggest reaching out in the Automation community or to Jira support to see if there are any ways to handle this via automation.

My only thought would be to set up an automation rule to do an API call to list alerts from OG with the issue key in the message, then use that list to ack/close alerts.

https://docs.opsgenie.com/docs/alert-api#list-alerts

[Jake Good]

Took some work but I managed to get it to work. Thanks!