Same Incidents showing in all projects in 'early access ITSM features' - can't isolate projects

Philip Cooke_jdmvvb

HI.

We're looking at using early access ITSM features but noticed a surprising behavior:

I have two separate projects in Jira Service Desk representing two different customers. We want to keep them isolated from each other and that is possible within service desk and with regards to the Alerts created and synchronized within Opsgenie. However, If an Incident is created in Opsgenie it is automatically picked up as a Major Incident in both of the Jira Service desk projects even though only one project is associated with the integration which created the alerts associated with the incident.

Is there any way to control which Jira service desk project will see which Opsgenie Incidents ? That is, can we associate incidents with particular Opsgenie/Service desk project integrations. If not then it appears to break the isolation between different service desk projects and hence between customers, which would be a problem. It would at least mean that we can't use the 'ITSM early access' project template which is a pity because it is a very useful feature to be able to link service desk tickets to the incident and show incidents in the service desk project.

Andy Heinzer

Hi Philip,

I understand that you are using Opsgenie with Jira Service Desk Cloud here, but that alerts from Opsgenie appear to be getting created within two different Jira Service Desk projects for the same event.

I am not sure how exactly this is happening here.  When setting up the integration in Opsgenie, there are options in order to specify the project key used for when Opsgenie is creating issues, as mentioned in https://docs.opsgenie.com/docs/jiraservicedesk-integration and as seen in this screenshot:

I would be interested to learn more about your environment and your configuration of Opsgenie here.    Perhaps with some additional information about how this is setup on your side we can better understand the behavior here.

Andy