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Work with advanced settings

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

With the advanced integration settings, you get the most customizations for alerting. You can define when the system should create an alert, execute a close action, automatically acknowledge an alert, or add a note. You can also parse out anything from your webhook data and use it dynamically to build your alert content. The rules execute in top-down order. The first matching rule executes first and it stops evaluating further rules. You can find the actions (Ignore, Create Alert, Close Alert, Add Note) in the Add rule dialog.

The alert rules are responsible for processing the actions. Every time data lands on the endpoint (or email box), these rules are matched to the data in top-down order. Each of these rules has a filters section. The first rule matching your alert (with a top-down order) executes the action associated with it. The Alert properties section provides the details of that action. Your alert is created according to the template captured in the Alert properties section.

Integrations work best with real alerts. We recommend not to use the testing functionality in third-party tools when setting up a new integration.

Action processing

The advanced settings consist of many different alert scenarios. These scenarios are called “actions” and specify how and when alerts can be created, closed, or acknowledged. Jira Service Management provides default actions for every integration. You can customize them and add as many actions as you like. You can, for example, have three Create Alert actions, which means the webhook data that comes to Jira Service Management will be evaluated against these three scenarios in order; and if one of them has a match, a new alert will be created. Read more about integration actions.

Alert filters

Every action has a filter section. Jira Service Management processes every incoming data associated with your integration. Then it evaluates them against your integration's actions for execution.

Remember that integration actions have a processing order, and at most, one action can be executed by a single request. If for the first action's condition set, the alert filter doesn’t match the incoming payload, Jira Service Management moves on to the next action in line and evaluates its filter. If an action's filter matches the data, Jira Service Management executes that action and ends the processing for that particular webhook. If no matching action is found, nothing happens. Pre-canned integration has a list of preset filter options - the most common ones are available, tailored to the integration you selected. Read more about alert filters. Find out which regular expressions you may use to customize and filter alerts.

Alert properties

The action executes according to the template and settings you capture in the Alert properties section. When a condition match type is set to All the alerts (no conditions in use), if “Action” in the incoming data is equal to “Create” and “Source Type Name” equals “Monitor Alert”, then a Jira Service Management alert is created according to the alert properties you set and the processing ends there.

On the right side, you see dynamic properties (blue boxes), and you see them captured in some of the default alert properties (those inside the curly brackets). Using these, Jira Service Management parses your data to construct rich and informative alerts. You can use dynamic properties to customize alert properties, automatically parsing out a variable from the payload every time you create an alert according to the alert properties you set. If you don't need the whole variable and need only a part of the data, like a certain part of an email subject for instance, you can use one of the string processing methods.

Read more about the dynamic fields.


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