Actioning an alert from MS Teams says "You aren't signed in" for certain users

Question

I have integrated Opsgenie/JSM with our Microsoft Teams tenant, granted admin consent to the permissions, installed ChatOps in Teams and can action (acknowledge/close/assign etc) alerts from a specific Teams Channel.

The problem is, if other team members try to do the same, it comes up with a notification saying "You aren't signed in. Sign in to your Atlassian account to manage your alerts, on-call, and incidents from Microsoft Teams".

It appears to be an authentication issue, but they have followed the same steps I have taken (install ChatOps and login - attached is the chat which says they are already logged in).

Note: Interestingly, even though they get the sign-in message, it still acknowledges/assigns/closes the alert under a default Systems account. Screenshot attached.

I am not sure why my teammates get the "You aren't signed in." message even though ChatOps says they are logged in. Any help will be much appreciated. Thanks in advance.

Vipeen Sekharan · Answer

Hi @Egor

Thank you for your response.

I wasn't aware that Opsgenie bot was still in use especially after the decommission of Opsgenie itself. Also, I followed this documentation - Integrate with Microsoft Teams | Jira Service Management Cloud | Atlassian Support which is different to how it is done in Opsgenie.

Nevertheless, I (and user) tried your suggestion in the channel where we receive alert notifications,

This is in the Opsgenie chat with no response.

To provide a more comprehensive view of how it looks like,

The user then signed out using the option in the above screenshot and logged in again.

Thank you.

Egor_abdi6j · Answer

Hi @Vipeen Sekharan
Thanks for reaching out to Atlassian Community!

Based on your description, it does sound like an authentication issue between Opsgenie/JSM and Microsoft Teams for your other team members. When users see the message “You aren't signed in. Sign in to your Atlassian account to manage your alerts, on-call, and incidents from Microsoft Teams,” it typically means their Microsoft Teams account is not properly mapped to their Opsgenie account.

Why does this happen?

* Even if users have installed ChatOps and appear logged in, they must explicitly connect their Microsoft Teams account to their Opsgenie account.

* If this connection isn’t established, actions taken in Teams may be performed under a default “Systems” account, rather than the individual user’s account. This matches what you’re seeing, where actions are processed but not attributed to the correct user

How to resolve:

* Each user should run the following command in the Teams channel or chat with the Opsgenie bot:

@Opsgenie connect(or @GenieEU connect if you’re in the EU region)

* This will prompt them to authenticate and link their Teams and Opsgenie accounts.

* After this, actions taken in Teams should be correctly attributed to the individual user.

Next steps:

* Please have your team members try the @Opsgenie connect command and complete the authentication flow.

* If the issue persists after this, let us know by opening a ticket to support here - https://support.atlassian.com/opsgenie/

Best Regards,
Egor

Vipeen Sekharan · Answer

@Move Work Forward I just saw you guys posting responses to some related posts. Tagging you in here if it is something you can assist with.