Cannot login to OpsGenie

[Grant Freeman]

I have been able to login to Atlassian using my email address.  This address has been added to an OpsGenie instance currently in place for our organisation and when I try to access it the login screen is displayed.  My email address and password (which has been reset) is being reported as 'Bad Credentials'.

My account has access to two domains 'oneteamit' and 'otisvcs' and I can only access OpsGenie for the 'otisvcs' instance.  The requirement to access 'oneteamit' is to make it a paid subscription but the login attempts are being rejected. 

We have tried removing and readding my user account with no success.

[Shashwat Khare]

Hi @gfreeman ,

This is Shashwat from Opsgenie support and here to help! :) 

I checked the Opsgenie instance user accounts for "oneteamit" and found the below 5 user accounts:

1. Brian Smith
2. craighunt7
3. Daniel Birtchnell (suspended)
4. Greg Chijoff (Owner)
5. Michael Andrews (Owner)

May I know the user email with which you're trying to login to this instance?

Also, you can contact one of the Owner accounts from above and ask them to add your account by removing one of the above 5 user accounts by following the steps in this help document.

The Free plan instances are limited to 5 user accounts and would need one user account to be removed from the above list, for your account to be added successfully.

Best,
Shashwat

[Grant Freeman]

Hi Shashwat

That may explain the issue as my account is not listed, could this be because the invite has not been accepted for my account?

Below is a copy of the users that are currently listed on the account as per Greg's access, this was also the configuration when I loaded the question.

This is the account that Greg took the screenshot from.

Please let me know if any further information is required.

[Shashwat Khare]

Hey @gfreeman ,

Thank you for the screenshot.

This explains why you aren't able to access Opsgenie. You've been assigned the User access admin role for Opsgenie, which means you can administer users and groups from admin.atlassian.com for Opsgenie in your organization but this role doesn’t grant access to the product.

You will need to reach out to the Owners from the above list for gaining User access to the product, via the steps recommended in my previous response.

Best,
Shashwat

[Grant Freeman]

Hi Shashwat

We have changed the roles and I have been able to login, the next challenge is that even though I have been able to login the user list still shows my user as 'Invited' not 'Active'.

And when I do login I'm unable to view the current configuration.  My currently assigned role is 'Org Admin' which I would have thought would allow my access to the products.

Thanks

Grant.

[Shashwat Khare]

Hello @gfreeman ,

Thank you for the update.

I checked that in the Opsgenie instance you've been assigned the "User" role, though you're the listed Site Admin for the associated cloud site 

https://oneteamit.atlassian.net

May I know which configuration isn't available for access within Opsgenie?

As you are a listed Site Admin for the cloud site, I can help upgrade your user role in Opsgenie to the highest Owner role, which would allow all access within the Opsgenie instance.

On the Admin portal site, the Invited status is for the User access admin role and you would have gotten an invite to accept the invite on your mailbox when this access was added.

Best,
Shashwat

[Greg Chijoff]

Further to this, Shashwat and Team, I cannot log back into OpsGenie. I believe my profile may be disabled? I go to the portal: https://oneteamit.app.opsgenie.com/customer/forgotPassword  to request a password reset, however, nothing ever comes into my Email Inbox. I've checked spam and junk folders - nothing. I am the chief admin. and this is starting to impact some testing we have underway.

Thanks, and regards,

Greg

[Mubeen Mohammed]

Hello Greg,

A password will be sent only in cases if your Opsgenie instance is using a Opsgenie login method. 

Considering the request involves discussing your login method and issues noticed we recommend reaching out to the Technical support team at https://support.atlassian.com/contact/

The technical support team will further validate the login method and will advice on the required steps to recover product access. 

Regards

Mubeen Mohammed

Cloud Support Engineer