Ticket sms integration

Question

Hi,

I have recently migrated to Jira and I am struggling to setup part of my application.

Basically, every time a support ticket is created, I want the person who is on call to be notified via SMS. I setup opsgennie with the team rota, phone numbers etc and the tickets are created fine and the automation kicks in to notify slack and teams and the person who is on call is assigned to the ticket but never notified via sms.

Can anyone help how to sort this out?

Many thanks,

Vini

Shashwat Khare · Answer

Hey @Vinicios de Moura ,

Could you please raise a support ticket with us using this link?

We should be able to further check your Opsgenie instance details, the alert activity logs on which the SMS notifications aren't being sent and recommend the solution accordingly.

Best,
Shashwat

Vinicios de Moura_v89uzq · Answer

Hi Shashwat,

Thanks for your response. Unfortunately, we don't have the same settings you mentioned. The screen is different and I can't get to the same page as you shown above. We only have that settings on service manager not on opsgenie screen. We can't get to ops gennie because it says it is integrated to service manager.

Shashwat Khare · Answer

Hello @Vinicios de Moura ,

This is Shashwat from Opsgenie and here to help! :)

Could you please ensure that the Opsgenie on-call users have the notification rules in place for sending SMS notifications when a new alert is created?

To check this, please navigate to Settings > Users > User account > Notification > Notification rules > New Alert > verify that the SMS notification rule is configured and active as in the below example screenshot:

Best,
Shashwat