Issue Summary

Automation rule does not trigger for alerts synced from JSM tickets.

Steps to Reproduce

Overall Steps:

1. Step 1: Create an alert manually in JSM Ops, add a note to it, and observe that the automation rule triggers successfully.
2. Step 2: Create an alert via a Syncs integration from a related JSM ticket, add a note to it, and observe that the automation rule does not trigger.
   • Note that the alert is created via "jira-service-management-cloud[Sync- <Integration Name>-Create Alert] "

Detailed Steps:

• Create an Alert Automation Rule:
  • Access your JSM Ops instance with the appropriate permissions to create automation rules.
  • In the sidebar, locate the "Settings" or "Automation" section.
  • Click on "Automation Rules" to view the list of existing rules or to create a new one.
  • Click on "Create Rule" or "New Rule"
  • You’ll be directed to the rule creation page where you can define the trigger and actions.
  • In the trigger section, select "Alert note added" from the list of available triggers.
  • This trigger ensures that the rule runs whenever a new note is added to an alert.
  • Click on "Add Action" and select "Send Email" from the list of available actions.
  • Configure the email action by specifying the recipient(s), subject, and body of the email. You can include dynamic content from the alert, such as the alert message, note content, or alert details.
  • Once you’ve configured the trigger and action, review the rule to ensure everything is set up correctly.
  • Click on "Turn on Rule"
• Set Up the Syncs Integration
• In JSM, create a new ticket that meets the criteria for syncing to Opsgenie based on the integration configuration. Ensure the ticket has the necessary details that would normally trigger an alert in Opsgenie (e.g., high priority, specific tags, etc.).
• Once the JSM ticket is created, verify that an alert is automatically created in Opsgenie via the Syncs integration. You should see the alert in the Opsgenie Alerts list.
• Open the newly created alert in Opsgenie.
• Add a note or comment to the alert. This action is intended to trigger the automation rule configured in JSM Ops.
• After adding the note, observe whether the automation rule is triggered.
• Check the automation logs in JSM Ops to confirm if the rule was executed. Note that in this case, the rule does not trigger for alerts synced from JSM tickets.

Expected Results

The automation rule should trigger when an alert is created via a Syncs integration, just as it does for alerts created directly in JSM Ops.

Actual Results

The automation rule does not trigger for alerts synced from related JSM tickets.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available