Create an incident ticket in JSM once an alert has been open for X minutes

Summary

In Jira Service Management Automation, we can create a JSM incident ticket based on an alert creation event in Opsgenie. In addition, we can delay the ticket creation until the alert has been open for a selected length of time.

Solution

Imagine we want to create a JSM incident once an Alert event has been open for 30 minutes.

Build the Automation rule

1. Access Your Team in Jira:

   • Navigate to the Teams option in the upper menu of Jira.

   • Search for your team and access its page.

2. Navigate to Operations:

   • On your team's page, locate the Operations section.

   • Select Go to operations.

3. Select Automation > Create Automation.

4. Select Trigger on Alert Creation to start the automation when a new alert is created.

5. Add a log action to capture the alert ID using the smart value {{alert.id}}

6. Add Delay Actions:

   • Add a delay action for 15 minutes.

   • Add another delay action for an additional 15 minutes, totaling a 30-minute delay.

7. Check Alert Status:

   • Use the Send web request action to check the alert status.

   • Configure the request to use the Get Alert Operations API pass the {{alert.id}} smart value to retrieve the current status of the alert:

     • https://api.atlassian.com/jsm/ops/api/{cloudId}/v1/alerts/{{alert.id}}

8. Optional: Add a log action of the {{webResponse.body.status}} to check the status received in the web response body to the Audit log for verification purposes.

9. Add a condition to check if the web response body status is equal to "open." See the below screenshot:

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10. Create Incident:

    • If the condition is met, add an action to create an incident.

    • Select the appropriate project and incident type for the ticket.

11. Save and Run:

    • Save the automation setup.

    • Ensure the automation is active and ready to run when triggered by an alert creation event.