Why are my alerts not getting acknowledged through the linked ticket?

[Nicholas Marsden]

I've set up OpsGenie to acknowledge alerts when the issue is moved to the In Progress status or the issue is updated. However this is not happening. Right now, alerts must be manually ack'd through the OpsGenie Alerts console or when receiving the alert text/call. 

Here is the setting: 

Am I missing something?

[Mubeen Mohammed]

Hello @Nicholas Marsden 

Thank you for contacting the Atlassian Community. This is Mubeen, I will be happy to help.

The integration settings you shared in the screenshot above may be valid but you can validate if the desired payload reaching Opsgenie satisfy the above condition or not. You can validate the Debug logs for the incoming data to confirm whether the payload sent from Jira matches any integration condition.

If you are unable to validate this information then we can help validate your account log details to further investigate this behaviour. Please reach out to us by opening a support ticket at https://support.atlassian.com/contact/ with your Opsgenie instance details and we can continue investigations from there.

Thank you for your time and consideration.

Regards

Mubeen Mohammed

Cloud Support Engineer