Actioning an alert from MS Teams says "You aren't signed in" for certain users

[Vipeen Sekharan]

I have integrated Opsgenie/JSM with our Microsoft Teams tenant, granted admin consent to the permissions, installed ChatOps in Teams and can action (acknowledge/close/assign etc) alerts from a specific Teams Channel.

The problem is, if other team members try to do the same, it comes up with a notification saying "You aren't signed in. Sign in to your Atlassian account to manage your alerts, on-call, and incidents from Microsoft Teams".

It appears to be an authentication issue, but they have followed the same steps I have taken (install ChatOps and login - attached is the chat which says they are already logged in).

Note: Interestingly, even though they get the sign-in message, it still acknowledges/assigns/closes the alert under a default Systems account. Screenshot attached.

I am not sure why my teammates get the "You aren't signed in." message even though ChatOps says they are logged in. Any help will be much appreciated. Thanks in advance.

[Egor]

Hi @Vipeen Sekharan
Thanks for reaching out to Atlassian Community!

Based on your description, it does sound like an authentication issue between Opsgenie/JSM and Microsoft Teams for your other team members. When users see the message “You aren't signed in. Sign in to your Atlassian account to manage your alerts, on-call, and incidents from Microsoft Teams,” it typically means their Microsoft Teams account is not properly mapped to their Opsgenie account.

Why does this happen?

• Even if users have installed ChatOps and appear logged in, they must explicitly connect their Microsoft Teams account to their Opsgenie account.

• If this connection isn’t established, actions taken in Teams may be performed under a default “Systems” account, rather than the individual user’s account. This matches what you’re seeing, where actions are processed but not attributed to the correct user

How to resolve:

• Each user should run the following command in the Teams channel or chat with the Opsgenie bot:

  @Opsgenie connect

  (or @GenieEU connect if you’re in the EU region)

• This will prompt them to authenticate and link their Teams and Opsgenie accounts.

• After this, actions taken in Teams should be correctly attributed to the individual user.

Next steps:

• Please have your team members try the @Opsgenie connect command and complete the authentication flow.

• If the issue persists after this, let us know by opening a ticket to support here - https://support.atlassian.com/opsgenie/

Best Regards,
Egor

[Vipeen Sekharan]

Hi @Egor 

Thank you for your response.

I wasn't aware that Opsgenie bot was still in use especially after the decommission of Opsgenie itself. Also, I followed this documentation - Integrate with Microsoft Teams | Jira Service Management Cloud | Atlassian Support which is different to how it is done in Opsgenie.

Nevertheless, I (and user) tried your suggestion in the channel where we receive alert notifications, 

This is in the Opsgenie chat with no response. 

To provide a more comprehensive view of how it looks like,

The user then signed out using the option in the above screenshot and logged in again.

Thank you. 

[Vipeen Sekharan]

@Move Work Forward I just saw you guys posting responses to some related posts. Tagging you in here if it is something you can assist with.