Can I use a NL phone number for OpsGenie call routing if I have OpsGenie as part of JSM?

Question

Hi all,

Can I use a NL phone number for OpsGenie call routing if I have OpsGenie as part of JSM? I am not sure if that is possible. I read that when part of JSM you cannot make use of an OpsGenie provided phone number, and you have to get a Twilio phone number.

Is this method restricted to US phone numbers?

Thanks for answer in advance!

Shashwat Khare · Answer

Hello @Erik Groot ,

I would request you to kindly log a ticket with us using this link for this to be checked by a JSM Expert.

I'm from the Opsgenie support team and someone from the Jira Service Management support team should be able to answer this accurately.

Best,
Shashwat

Erik Groot · Answer

Hi Shashkwat,

Thank you for the answer. One more question; when I look at Twilio, it seems that I can still purchase a Netherlands phone number within the US Region;

Because the guide says buy a phone number from the US Region, does it then mean that you have to buy a US phone number? Or any phone number, but buy it from the US region?

This is a bit unclear to me. Hope you can clarify.

Shashwat Khare · Answer

My sincere apologies, Erik for this confusion due to a typo.

What I meant was you can use a custom Twilio number in JSM subordinate Opsgenie, but for using a Netherlands number, you will need to split your Opsgenie from your JSM instance and use it as a standalone product.