Opsngenie to JSM migraiton

Question

We’re reviewing Atlassian’s Opsgenie → Jira Service Management migration documentation and wanted to clarify one specific point before we proceed.

On this page: https://support.atlassian.com/opsgenie/docs/feature-changes-and-deprecations-in-jira-service-management/

We noticed the following statement under Incoming Call Routing:

“Only in Premium and Enterprise. Auto-synced for Twilio-owned numbers. Atlassian-owned numbers require manual porting before migration.”

We want to confirm whether this refers only to incoming support phone calls being routed to the on-call engineer, or whether it also impacts our current incident alerting flow where Opsgenie places outbound voice calls to engineers on the support rota when incidents are triggered based on escalation rules.

Today, our primary concern is ensuring that when an alert is triggered, the on-call engineer continues to receive a phone call notification as part of the escalation policy.

Can you please confirm:

* Will outbound voice call notifications to on-call engineers continue to work if we move to JSM Standard, or is that available only in Premium/Enterprise?

* Is the “Incoming Call Routing” feature completely separate from standard incident voice alerting?

* Are there any other migration limitations/feature differences that could impact existing schedules, escalations, integrations, or alert workflows?

Atlassian has mentioned that we can move to JSM for one year at the same cost, so we just want to make sure there are no surprises before proceeding.

Christopher Yen · Accepted Answer

Hi @Shashidhar Gowda ,

I'm on enterprise so I would also reach out to Atlassian directly to confirm standard vs premium piece but the outbound voice calls you're mentioning should be included with as many JSM agent licenses you own and is separate from the incoming call routing. Every engineer that has a JSM agent license will be able to receive those alerts from JSM Operations / Opsgenie via text, voice, mobile alert etc when set up through their profile. This has to be set  up on the user's end rather than the admin side, when setting up alerts we can only route to the agent but whether it's voice, text, or app it will need to be set up in the user's profile based on their preference.

I believe the incoming support phone call you reference is the twilio phone number for external users to call as an entry point to trigger the alerts. We recently set up an IVR system for routing so had to use this but prior our alerts were all triggered from escalation or monitoring tool integrations.

Fabian Lim · Accepted Answer

Hi @Shashidhar Gowda

Welcome to the community!

1. I recommend you go to the premium tier to ensure you do not lose any of the capabilities.  2. I completed a migration for the client and all the on-call escalations where kept

3. I would say most of the features transfer very well. You need to double check the integrations since some are not supported in the cloud.  Also the rules to create incidents from an alert, you will have to re-write them with Jira Automations.

I hope this helps.

Fabian