Opsgenie integration with JSM

Incidents are classified into 2 categories in JSM based on Client’s requirement.

since the categorization is not possible by default, we classify with a custom field, known as Incident.

For an instance, the classification for Helpdesk incidents & Applications Support incidents were differentiated on priority basis.

User has to raise their Incident mentioning P category based on the request they are opting for

1. Helpdesk- P1,P2

2. Application Support - P3,P4

Opsgenie receives an incident with a P - tag, An alert is created in a way that, based on the P -tag on an incident, the Incident will be moved to target category.

Alert rule Structure is define as below -

Off hours routing:

(If incident is during business hours no alert will be sent to during Opsgenie, but if incident is raised outside of business hours alert will be raised)

P1 Routing Rule:

(priority matches P1, then route the alert to P1 Escalation Rule)

P2 Routing Rule:

(priority matches P2, then route the alert to P2 Escalation Rule)

P3 Routing Rule:

(priority matches P3, then route the alert to P3 Escalation Rule)

Else route alerts to IT Service Desk_schedule(below it service desk timings)

On-call schedules

we can edit, change or delete shift rotation and there are two teams scheduled, one works from USA and other team from Israel(Tel Aviv).

Notify Me! Addon

It is used to send HTML emails to any valid email address, adding issue details or comments as simply by selecting the appropriate option.

Requirement: If someone require an Issue report, but doesn’t have instance access then we can send the email and

There’s an option to limit the level of information we want to share with the recipient i.e field detaills, attachments etc.

[so far we didn’t receive template from client to send the email. Once template is availbale, this info will be shared].