Can't add a note to an alert via automation in JSM?

[Mark Hankins]

I have migrated our users from OpsGenie to JSM as requested by Atlassian.

I need to build an automation (manual trigger from an alert because I have to do this often) to ask a person to update the status of their alert.

That option doesn't seem to exist?

Is there a Feature Request for this?  It seems like basic functionality.

[Marc -Devoteam-]

Hi @Mark Hankins 

You could create a service account for this and use a OAuth token and provide it only the JSM ops alert scopes, this should cover your security requirement.

This also remove the need to replace and re-hide API tokens in the request, as you would first need to get an OAuth token and this will expire by default and for each call a new authentication code will be createe,

[Mark Hankins]

I'll have a look into this, but I don't think our corporate security policy will allow it.

[Marc -Devoteam-]

Hi @Mark Hankins 

An OAuth token isn't a fixed token, you need to get a new token and use this for exeutning any action.

[Andrea Robbins]

Hello @Mark Hankins 

You can do this with a Send Web Request as documented here:

https://developer.atlassian.com/cloud/jira/service-desk-ops/rest/v2/api-group-alerts/#api-api-cloudid-v1-alerts-id-notes-post

(POST request to add a note to an alert)

[Mark Hankins]

Why would I want to use Atlassian Automations if I have to send a Web Request externally every time I want to do something?

If I want to:

• Create an alert: Web request
• Link an Alert: Web request
• Add a note to an alert: Web request
• Close an Alert: web request

2 main objections to this:

1. Keys, security, maintainability

Atlassian provide no safe way to centrally store/manage API keys and reference them by ID, so all you can do is use an API key once per web request and then obfuscate that in your automation by hiding it.

This is a one-way operation.  At our company, we have sensible security policies, and our scoped tokens are rotated automatically, at least every 30 days.

That means for EVERY automation I have, for EVERY web request, I now have to go into the Automation, find them all, and update them, then hide them again.  That's a lot of overhead for a system where you're telling us that you've integrated OpsGenie/JSM into your Ops suite?

It's not integrated if I have to manage it myself.  Why would I not just write a service in AWS lambda do these Automations at this point if I'm making an external API call anyway? 

2. Round-trip time

It's a complete waste of time making external API calls for things which are internal to Atlassian systems.

We're on an Enterprise plan (yet still limited in our Automation time daily to a tiny amount, for some reason?) and THEN we're forced to use external web requests for everything that's supposed to be internal?

WHY?

[Andrea Robbins]

Hello,

I understand the frustration as part of my role is to set up JSM Ops for many companies with different use cases, but this is a common Atlassian trend (and likely other software companies as well) when it comes to integrating products. Features are released little by little, providing us an MVP with features coming out as we speak.

My recommendation would be to send in a ticket to atlassian and they can create a feature request at jira.atlassian.com. I tried to find one we could vote on, but I didn't find one. This way it directly goes to the product team.