Hi ​@arijitnaha, how are you doing today?

By default, PagerDuty’s email integration creates a new incident for each alert unless you set up rules to match “recovery” or “node up” messages and auto-resolve the incident.

To do this, go to your PagerDuty service’s email integration settings and add an email rule that matches the subject or body of your SolarWinds “node up” alert. Set the action to “resolve” the incident. This way, when PagerDuty receives the “up” alert, it will automatically resolve the corresponding incident.

You can find more details and examples in the Email Management documentation. 

Please let me know if this works, and have a nice day!

Hi,

I am using Global orchestration and Service route rules to process the alerts into incidents. When I go to to my service-->integration I do not see separate integration as I am not doing service level integration. Also I am using Global email integration key to send the alerts email to pagerduty to create the incidents. 

Do I have to do service level integration as well? 

Hi ​@arijitnaha,

Thanks for clarifying your setup. When using global orchestration and service route rules, the global email integration mainly handles routing and doesn’t support the same advanced trigger/resolve rules as a service-level email integration.

To use auto-resolve based on the content of your “node up” emails, you’ll need to set up a service-level email integration for the service that should own the incident. This will let you configure custom trigger and resolve rules, so PagerDuty can automatically resolve incidents when it receives the appropriate “node up” alert.

If you have to stick with global orchestration, check if your current setup allows for custom resolve rules at the global level. If not, switching to a service-level integration is your best bet for auto-resolving incidents.

Let me know if this works or you if you have additional questions, I’ll be happy to help!

So I have disabled the global orchestrion and using the service level email integration. There I can see it creates the incidents but unable to see option to set priority for those incidents. Below is current Service Email integration rule I have created. So, wanted to know how to define to create the different priority incidents? 

Hi ​@arijitnaha, 

PagerDuty’s email integrations don’t natively set incident priority directly from the email content or the integration rule UI. However, you can achieve this by using Email Management Rules with custom fields and then leveraging Event Orchestration to set the priority based on keywords in the email subject or body.