Supporting Custom Alert Priorities in OpsGenie

by Dec 1, 2017 Çağla Arıkan

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Defining the priority of alerts and incidents properly is one of the most critical steps of incident response process. The right alert priorities help the response teams better utilize their most crucial resource - time. Filtering out low priority issues helps with understanding the overall system health, concentrating on the critical problems, and avoiding alert fatigue. These  benefits are enough to explain why using the priority field properly is crucial.

If set, the priority field of an integration defines the priority of an alert which is created by that integration. In OpsGenie, the default priority values that an alert can have are; P1 (Critical), P2 (High), P3 (Moderate), P4 (Low) and P5 (Informational) where P1 represents the highest priority and P5 the lowest one.

In our integrations' Advanced Settings page, you can configure how to define the priority of an alert created by the integrated tool using the priority field. You can choose either manually setting one of the default priority levels (P1, P2, P3, P4 or P5) to all of the alerts, or dynamically setting the priority according to the data coming from the integrated tool. If you choose the second way, then you have two options;  directly using priority field from the integrated tool’s data by selecting option or defining how to parse the priority level from the data using Custom Value to OpsGenie Priority.

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Directly Using Priority Field

If the integrated tool sends OpsGenie the priority information that matches our priority levels or the priority levels that they have is mapped to OpsGenie's priority levels before, usage of the option will work for you. If it is not mapped or the data sent does not match any of the default priority levels, then the alert will have the P3 priority.

Custom Value to OpsGenie Priority

Our brand new Custom Value to OpsGenie Priority option allows you to define how you will parse the priority from the payload that the integrated tool sends. When Custom Value to OpsGenie Priority is selected in the priority dropdown, another field is displayed so that you can define how you want to parse the priority. Just like other fields on the configuration page, you can drag dynamic fields and use string processing methods to get the priority level from the payload. If the result is an unknown priority value, then the alert will have P3 as the default priority.

Let's look at a case where integration A sends "P1 - High Priority" data in their "level" field, and we want the OpsGenie alert to have P1 priority when that kind of data is received. All we need to do is choose Custom Value to OpsGenie Priority option for priority, drag level dynamic field and use the substring method. So in this case, we will set the Mapped Priority Value field to . Once you save this configuration, OpsGenie will dynamically set the alert priority for all future alerts by parsing the level field.

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Go ahead and try our new Custom Value to OpsGenie Priority option. If you do not have an account, register for a free 14-day trial.