Looking for Real-World Experience: Opsgenie → Jira Service Management Operations Migration

[AJ Hawley]

Hi Atlassian Community 👋

First time caller; long time lurker.

We’re currently planning our migration from Opsgenie to Jira Service Management Operations, and we’ve reached a point where official documentation, support responses, and community threads seem to loop back on themselves rather than provide definitive clarity.

At this stage, we’re less interested in what the docs say should happen and more interested in hearing from organizations that have actually executed this migration in a production environment.

TL;DR 🚨

We’re migrating from Opsgenie → Jira Service Management Operations and are looking for real-world validation (not just documentation) on:

• Whether Opsgenie API endpoints still create manageable alerts after Opsgenie is read-only

• How alert ownership works between Opsgenie endpoints vs JSM Ops endpoints

• Whether integrations can be migrated incrementally without forcing teams to manage alerts in two systems

• And if anyone is willing to share lessons learned from their migration (even a short call)

Below are the specific questions we’re hoping the community can help validate based on hands-on experience.

---

1️⃣ Opsgenie Read-Only & API Behavior

Once the migration begins, our understanding is that Opsgenie enters a read-only state ~90 days later.

Question:
When Opsgenie is read-only, do the legacy Opsgenie API endpoints continue to successfully create alerts that appear in both Opsgenie and JSM Operations?

---

2️⃣ Alert Ownership & Manageability

If alerts continue to be created via Opsgenie API endpoints after the UI is read-only:

Question:
Can those alerts be fully managed (acknowledged, closed, escalated) through JSM Operations and the Jira mobile app?

We’ve received conflicting guidance suggesting that:

• The endpoint used to create the alert determines which platform “owns” it

• Only the “owning” platform can manage the alert

We’re trying to understand if this is truly how it behaves in practice.

---

3️⃣ Parallel API Usage & Integration Strategy

We currently have ~116 external integrations pointing to Opsgenie API endpoints.

Question:
Have others successfully:

• Migrated integrations incrementally (Opsgenie endpoints + JSM Ops endpoints in parallel)?

• Avoided scenarios where on-call teams must manage alerts in two different systems based solely on which endpoint created the alert?

We want to confirm there’s no requirement to migrate all integrations at once to avoid operational complexity.

---

4️⃣ Willingness to Share Lessons Learned

Finally, if your organization has completed (or is well into) this migration:

Would anyone be willing to join a short, informal call with a few of our technical leads to share:

• What worked

• What broke

• What you wish you had known beforehand

Even 20–30 minutes would be incredibly valuable.

---

We’re genuinely trying to do this the right way and minimize disruption for our on-call teams. Any real-world insight—success stories or cautionary tales—is greatly appreciated.

Thanks in advance to anyone willing to share their experience 🙏

— AJ