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Unable to link Jira Service Management request to Opsgenie alert

Marc Kraak_9lr7ik

I am unable to link a Jira Service Management ticket to a Opsgenie alert. Integration is in place and Jira Service Management is shown on the page. Maybe an issue with permissions? Which permission has to be set on the Jira Service management project to enable Opsgenie to link to tickets? LInking to Jira tickets works, but I need the JSM

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Rafael Meira_bepskb

Hey @Marc Kraak happy to help! 😄

To link a Jira Service Management ticket to an Opsgenie alert, you need to have the necessary permissions set up in both Jira and Opsgenie. (admins or owner-level permission).

In Jira, make sure that the user account you are using to link the ticket has the necessary permissions to access and modify the project where the ticket is located. Specifically, the user needs to have the "Link Issues" permission for the Jira Service Management project. You can check and modify project permissions in the Jira project settings.

In Opsgenie, make sure that you have set up the Jira Service Management integration correctly and that the integration is configured to work with the specific Jira project where the ticket is located. To do this, go to the Opsgenie Integration page and ensure that the integration is enabled and the correct Jira project is selected.

If you have already confirmed that both permissions are correctly set up and are still having issues linking the ticket to the Opsgenie alert, you may want to reach out to Jira Service Management support to open a formal ticket with our support so we can assist you better Marc.

Best,
Rafa

Marc Kraak_9lr7ik

Hi Rafa, I opened a support ticket because everything you mentioned is already in place and it doesn't work. However, I would like to thank you for your efforts.

Kind regards,

Marc

Rafael Meira_bepskb

@Marc Kraak Not an issue!

A suggestion: You can also link this community question and the conversation we had so the support could also understand where you are at.

Hope everything works fine.

Great day!

nina.tarasenko

Hello @Marc Kraak ,

Could you please clarify if there is a solution for your case?

I have the same issue and wonder if it is a global "feature" or something is misconfigured on my side.

Thank you!

Regards,

Nina

Kirsten Miller

For future people who may run into this... We had the same issue today had to configure incidents in the JSM project and make sure the issuetype of the ticket we were trying to connect was categorized as an incident.

Jon Karnofsky

I had the same problem, and found this article which worked for me.

https://community.atlassian.com/t5/Jira-Service-Management-articles/Why-am-I-unable-to-link-JSM-Tickets-to-Opsgenie-Alerts/ba-p/2296066

To be able to link Jira Service Management requests to Opsgenie Alerts you must first have Incident Management enabled on the Service Project.

To do this:

Navigate to the Service Project
Select Project Settings
Select Features
Toggle on Incident Management

After that you will need to create or assign an Incident Request Type to the Incidents Category.

To do this:

Open Incidents from the front of the Service Project
Select Assign or Create Request Type
After doing this your Jira Incident Issues will be available to link to your Opsgenie Alerts.