Oncall phone numbers in JSM after migrating from Opsgenie

[Victor Acatrinei]

Hi Team,

I read the migration docs, but I have a confusion: in the pricing plan for JSM, I can see that the price for a new phone number is 10$. In other docs I see that the phone numbers should be handled by the client (me) in Twillio.

Which one's which?

Main questions:

1. I preferably want to use my current Opsgenie phone numbers in JSM after the migration. Can I do that?

2. If answer is NO, then I do not want an extra Twillio account, I just want to use JSM phone numbers. Should I "rent" new phone numbers directly in JSM?

Thanks!

Best,

Victor A

[John Funk · Accepted solution]

Hi Victor - Welcome to the Atlassian Community!

What are the phone numbers used for? Are they the phone numbers of the agents on call? Or is it a phone number for a call center for people to call into? 

[Victor Acatrinei]

Hi John,

My current use cases(4 in total) are all similar to this:

I have an OpsGenie phone number for a team that does 24/7 oncall support. I have my client’s ServiceNow ITSM application that is set to make a call to my company’s OpsGenie phone number, whenever a High Priority incident is created to a support group. So ServiceNow calls my OpsGenie phone number, then OpsGenie routes the phone call to whoever is oncall in a rotation (aka Opsgenie Incoming Call Routing integration).

So I have never had an interaction with Twilio to manage phone numbers, I simply got them in OpsGenie. I would like to avoid getting a Twilio account to manage my phone numbers, it overcomplicates things(purchase orders, approvals, etc). I am expecting JSM to handle that, just like OpsGenie did. Am I wrong to have that expectation?

Thank you!

[John Funk]

Sorry for the slowness in responding. I can't speak to whether that is the right expectation to have or not, I just know what reality is now. Yes, Twilio is the only mechanism they have in place right now to receive calls. 

I have a client that has their own phone system which will route calls to the people on duty at the time. Then we have a generic user in Jira assigned to that phone number and then the escalation policy set up to route to next on call if no one acknolwedges the alarm, etc. 

[Rudy Holtkamp · Accepted solution]

Hi @Victor Acatrinei and welcome,

The integrated version of Opsgenie (operations) does not provide a phone number, the only way is to use a Twillio phone number (or multiple)

Fortunately you can keep your current Opsgenie phone numbers. You need to create a Twillio account and ask Atlassian support to transfer the phone numbers to that account. Then you can add them yourself here: <yoursite>.atlassian.net/jira/settings/products/ops/incoming-call

Don't forget to remove them from the old Opsgenie.

Kind regards,

Rudy

[Victor Acatrinei]

Hi Rudy,

Thank you for your answer!

But I do not want to open up another Twilio account to manage this, I only want to go into JSM and get phone numbers from there, just as I was doing from OpsGenie. Is this not an option anymore?

I would rather lose my current phone numbers and make new ones from JSM UI than to open up and manage a new Twilio account.

Also, if I manage my phone numbers in Twilio, then what is the 10$ JSM charge for Incoming Phone Call Routing (Phone Number access)(see screenshot)? Is that only for JSM's routing feature, and the "rent" of the phone number I have to manage separately in Twilio?

[Rudy Holtkamp]

Sorry if you already have an account, you can ask Atlassian to move the current phone numbers to your Twillio account. Have you seen this documentation? Basically you don't get any phone numbers with JSM's Opsgenie (Premium & Enterprise). With the plans you get Opsgenie for 'free', but you have to manage (& pay) the phone numbers.

The $10 you mentioned is with the separated Opsgenie, not the integrated. 

Basically it means that if you have a standard JSM license and an Opsgenie License (which included 1 phone number), you need to migrate to Premium (or Enterprise) JSM and get Opsgenie integrated with that, but without a phone number. The phone number can be bought from Twillio. And you can migrate the current phone number to your current Twillio account and use that. 

[Victor Acatrinei]

Hi Rudy,

I DO NOT have a Twilio account, and never had a Twilio account. All the phone numbers have been managed via OpsGenie Standard license.

So your conclusion is that getting a Twilio account is mandatory if I want to switch to JSM Premium and use incoming call routing, is that correct?

Thanks!

[Rudy Holtkamp]

Yes, that is correct. 

See the first paragraph in the first link I shared.

Incoming call routing remains available in Jira Service Management after migrating from Opsgenie, but there are key differences in how phone numbers are managed. Opsgenie-provided phone numbers aren’t supported in Jira Service Management, so you must port your existing numbers to Twilio.