Why I don't see my Jira projects' issues in opsgenie incident in "Jira Software Issue" section?

Question

I'm working with JSM and Opsgenie with only one account and Jira Service Desk/ Service Management is also integrated with Opsgenie.

But when I open an existing incident in Opsgenie to link an existing Jira issue in "Jira Software issues" section, it does't load that issue. actually it only load existing issues in few other Jira project, but not the project my issue is part of it.

I'm also not able to create any issue within Opsgenie incident in "Jira Software issues" section, as it doesn't load the project name I'm going to create issue in.

Is there any setting or permission for to link/create an existing Jira project issue to Opsgenie Incident?

Thank you.

Romain Castel · Answer

hello, i have the same issue, it seems that Opsgenie is not able to find JSM project (but it can find js project)

sarah.ebrahimi · Answer

Hey Brennan,

Tnx for your reply.

Yes, both Jira Software Cloud and Jira Service management status is "Connected".

I also checked browser console while searching and it doesn't show me any helpful info, as it only says about 0 result based on the project I was searching.

I thought there might be a permission or something similar that might be applied to the project that we're searching its issues and so the issues are not getting listed or found.

Brennan Kiely · Answer

Hi Sarah,

In Opsgenie, if you go to Settings > Atlassian products > Jira Software Cloud, does it show that it's connected? Additionally, if you pull up the browser console (F12) while searching for a project and go to the 'Network' tab, it will show the search being run to try and find Jira projects. If either of these don't help shed light on your issue, then I would suggest reaching out to support at support.atlassian.com so we can get a better look at what's going on in your instance here.

-Brennan