OpsGenie is asking for Authentication to view voicemail after migrating to Twilio

[Prasanth Venkataramana (C)]

I have changed OpsGenie call routing number from Opsgenie to Twilio and Updated the integration, call routing works fine but its asking for username and password to access Voice Mail

[Scot Wilson · Accepted solution]

Hi Prasanth,
I'm Scot, from Atlassian's ITSM Support team (OG & JSM)

Mate, it looks like Twilio's turned on HTTP Basic Authentication for your voicemails, which will restrict your engineers from being able to access the voicemails directly from the link. This is detailed in the Twilio KB article: https://help.twilio.com/articles/15827821586843-Prevent-unauthorized-access-to-your-Programmable-Voice-Media-with-HTTP-Basic-Auth 

We recommend you disable this auth setting in your Twilio account (as we have in our Opsgenie Twilio account), so your Engineers will be able to access the voicemail recordings without needing to know your Twilio SID account and password details. 

Hope that helps,
Scot Wilson

[Hayley Tramell]

This usually happens when voicemail access is still tied to the old configuration or missing proper auth settings after the migration. You might want to double-check the Twilio console to see if voice/voicemail endpoints require basic auth or API credentials. Also, reviewing how OpsGenie is passing the request (headers or webhook settings) can help pinpoint why it’s prompting for login.