OpsGenie and Service Desk Integration: Transitioning of Tickets

Question

I've completed some of the integrations, OpsGenie(OG) and Jira Service Desk(JSD). When ACKing a ticket from OG the result is shown on JSD, SLA(Time to first response) is updated and comments are shown.

Should you close the call from OG the ticket transitions from an "Open" state to "Completed" and SLA is not updated, Time to resolution keep running.

I tested this for both INC and SR's with the same outcome.

What integrations may I be missing?

unknown · Answer

Added a post function to set the resolution on Completion and or Resolved to Done. The change is as "Done" in his area of the transition. Thanks

Andrew Laden · Answer

Using the native Opsgenie to JSD integration, I dont think there is a way to pass the resolution.

It looks like Opsgenie looks for a transition to a resolved state, and tell jira to execute that transition. What you want to do is in that transition, add a post function to set the resolution. That way, whenever the transition is executed, the resolution will be set automatically.

For reference, I don't use the native integration. I use Marid to get the details from Opsgenie and take actions on the ticket. Marid is end of life, but is replaced by OEC. (Marid was groovy based, OEC is python)  Its a little harder to set up, but will give you a lot more options on how to handle the OG to Jira integration.

unknown · Answer

I am still not convinced the updates submitted from OG updates the tickets correctly. Even thou the timers are updated the ticket status do not contain a Done tick. Do I require an automation rule as I have tried this before and the Done is not applied.