Is there a way to link service management incident tickets to opsgenie incidents ?

zeeshan.khan

I have a Jira Service Management instance and a service management project that has Opsgenie features built in. I want to know

1. If there is a way to link service management incident tickets to opsgenie incidents ?

2. Create a 2-way sync wherein when an incident is updated/closed in service management project it automatcally closes the opsgenie incident and alerts all stakeholders ?

 

 

Connor Eyles

Hi @zeeshan.khan 

Hope you are well

Yes, Ticket linking JSM incident tickets to Opsgenie incidents as defined in this document here https://docs.opsgenie.com/docs/jira-service-desk-cloud

You can also see my screenshots below showing you how it can be done

At the moment there isn't a way to auto-close incidents, We do have a Feature Request for auto-closing incidents (AG-371). The JSM integration between Opsgenie and JSM relates to "Alerts" Please check out this document https://docs.opsgenie.com/docs/jiraservicedesk-integration

The functionality of the integration

Jira Service Management to Opsgenie:

• When an issue is created in Jira Service Management, an alert is created in Opsgenie.
• When a comment is added to issue in Jira Service Management, the same comment is added as a note to the alert in Opsgenie.
• When an issue is closed and resolved in Jira Service Management, the alert in Opsgenie is closed.

Opsgenie to Jira Service Management:

• If Send Alert Updates Back to Jira Service Management is enabled, actions for Jira Service Management are executed in Jira Service Management when the chosen action is executed in Opsgenie for alerts which are created by the Jira Service Management integration.
• If Create Jira Service Management Issues for Opsgenie Alerts is enabled, actions for Jira Service Management are executed in Jira Service Management when the chosen action is executed in Opsgenie for alerts which have a source other than the Jira Service Management integration.
• This action mapping features are explained in detail in the Action Mapping Feature section below.

Thanks,
Connor