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How are alerts created?

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

An alert typically is not created manually but generated from various sources. Here are the different sources and their functionalities:

  1. Incoming/Bi-Directional Integrations: You can integrate your external services or applications, and allow them to trigger alerts in Jira Service Management. By configuring an integration and providing an API key, Jira Service Management processes the received data, based on the integration’s configuration and generates alerts. Read more about integrations.

  2. Emails: You can integrate services or software capable of sending emails. By forwarding these emails to Jira Service Management and configuring the Email integration, the received emails are processed according to the integration configuration associated with the email address, resulting in the creation of alerts.Read more about email integrations.

  3. Alert API: You can use the Alert API integration to generate alerts. All the data you provide in the request is then processed according to the configuration of the API integration associated with your API Key.

  4. Manual alert creation: You can also manually create alerts from the alerts listing page. By default, Jira Service Management utilizes the Default API Integration to process the data provided during alert creation. However, users have the option to select another API integration from the drop-down list, if available.

What happens after the alert is created?

The time between the alert being generated in Jira Service Management and the relevant responders being notified is shorter than the blink of an eye. However, a lot happens in between. The following is a step by step explanation of the process.

  1. First, Jira Service Management matches the request source with the related integration configuration. If the provided content does not match any existing integrations, Jira Service Management ignores the request/data.

  2. If the matched integration has ignore rules and the received content meets the conditions for at least one of these ignore rules, Jira Service Management ignores the request/data.

  3. If the matched integration doesn’t have any Create Alert Rules, or the received content does not meet at least one of the conditions, Jira Service Management ignores the request/data. Otherwise, it will prepare the alert’s template according to first matched Create Alert Rule.

  4. Jira Service Management checks whether there is an open alert that has the same alias with the prepared and modified alert template. If there is, the existing alert is deduplicated. If not, Jira Service Management creates a new open alert according to the prepared and modified alert template and starts a new alert notification flow.

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