Cannot create Jira issue from Opsgenie alert

Question

Hello,

I integrated Jira Service Desk/ Service Management with Opsgenie with Webhook and I configured all the alert actions rules, but it only creates an Opsgenie alert from a Jira issue and not vice-versa.

I would like it to work both ways. When creating an alert in Opsgenie or when receiving an alert in Opsgenie from a monitoring tool (such as Grafana), this alert to be forwarded to Jira or an incident to be created in Jira.

In alert's activity logs I get the message:

Apr 4 10:21 PM
system Manikranth V Bheemineni
Alert created via web[Default API-Create Alert] with tiny id [5499] id [681b63fb-2c83-4ea2-b4c2-5a530660239a-1649128888203]

Apr 4 10:21 PM
system System
Sent [createIssue] action to JiraServiceDesk [Testing_Grafana_opgenie_Jira]

Even though it say it "Sent [createIssue] action to JiraServiceDesk" it does not create the ticket in Jira.

or

add a comment to the ticket in Jira when i ack'ed in opsgenie.

Could you please advise on this? We need it to be bi-directional.

Thank you in advance.

Best regards,
Manikranth

Nick Haller · Answer

Hi @Manikranth V Bheemineni ,

Then I believe OEC would be required with your instance, and that checkbox would need to be selected.

With this, you would install the OEC service on a server (typically on the JSM server), and it will sit in the middle of Opsgenie and JSM. Opsgenie alerts would send to OEC, which will then execute a script to create the issue in JSM.

You can modify the OEC script to customize things such as configure it to set an Opsgenie alert field as a required custom field in JSM. But it seems like it'd be needed for your use case.

Manikranth V Bheemineni · Answer

Hello @Nick Haller Thank you for the Explanation. Yes, I was testing out the integration by checking and unchecking the OEC couple times. Yes, i unchecking the OEC and tested again. I see the error - Apr 63:00 PM system System Could not send [createIssue] action to JiraServiceDesk [Testing_Grafana_opgenie_Jira] after 5 retries. Reason: 503 Service Unavailable: [

Nick Haller · Answer

Hi @Manikranth V Bheemineni ,

Typically when the alert's activity log shows "Sent [createIssue] action to JiraServiceDesk" it does not create the ticket in Jira" - but no issue is being created in JSM, you have the OEC checkbox selected:

If that's the case, please unselect this, save the integration, and retest. OEC is typically only needed with on-prem instances: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/#Integration-via-OEC--for-On-Premise-Jira-Service-Management-Usage-