Opsgenie not closing alert after Zendesk rule

[Mensur Kaloshi]

Hello everyone,

im having a issue with Opsgenie Alert is not being Closed when a reply is made on Zendesk Ticket, its giving me this error 

[ZendeskV2-Tickets via Zendesk] Skipping incomingData, no matching alert update rule was found.

i have other rules aswell and all are working beside this one, so  i want the Alert to be Closed on Opsgenie when a public reply is made on the Zendesk Ticket.

Waiting for your responses

Best Regards.

[Talar Pavlovic]

Hi there Mensur, 

Thanks for writing into Community, I'm Talar from the Atlassian Opsgenie support team, happy to help!

Thank you for sharing the error - this error basically means that when Opsgenie checked the "Alert Actions" in your Zendesk integration, none of the filters matched the data in the payload. 

There are 2 things to check in this regard: 

1. That your "Close Alert" action filters are correct 
2. That the "Alias" field in the create alert action matches the same field in the close alert action

Having said this, what I'd recommend you do to continue debugging here is: 

1. Go to your Opsgenie logs and find the entry again 
2. Expand it so you can see the full payload which was sent from Zendesk
3. In another window, open your Zendesk integration 
4. Take some time to go through the "Close Alert" filters to ensure the filter is checking for data that is in the payload 
5. Whilst here, also double check that whatever the "Alias" field is set to in the create alert, matches the "Alias" field in the close alert action 

For more information please see: https://community.atlassian.com/forums/Opsgenie-articles/Why-aren-t-my-alerts-being-created-closed-or-acknowledged/ba-p/2430603 

Hope this helps! 
Talar 

[Mensur Kaloshi]

Hi there Talar,

thank you for your response i will make sure to check all the steps once and i will keep you posted.

Thank you

[Mensur Kaloshi]

Helllo Talar,

this is my current setup and in Opsgenie Debug Logs im getting same error




This is the issue im getting, but if i set the action to pending then i will get ack status on Opsgenie alert but what i want is if i reply to my zendesk Ticket i want my ticket to be closed on Opsgenie, i would appreciate if you could help me solve this issue.

Best Regards,

MK

[Talar Pavlovic]

Hi there MK, 

Thank you for checking the above and sharing more information here. 

Could I please confirm with you if you have 3 different triggers setup as per the screenshot in the "Troubleshooting" section of our Support Documentation? One for Create, one for Ack and one for Close? 

If not, please add the additional triggers as per the documentation, and test with a new Alert. 

If yes, and you are still having trouble, please create a support ticket so we can provide more customised assistance. 

Also - I would recommend rotating the API key you are using as this is a public forum! 

Kind regards,
Talar 

[Mensur Kaloshi]

Hello Talar,

thank you very much for your support, i have solved the issue due to your suggestion, wish you a great day

[Talar Pavlovic]

Glad to hear it, MK! 

All the best,
Talar