Hi Atlassian Support,
Our on-call team in Malaysia (+60) is unable to receive Opsgenie SMS notifications. In our Opsgenie alert activity logs, all SMS dispatches are submitted to the SMS provider but immediately fail with:
"Could not send [sms] notification to [+60...], SmsStatus: undelivered"
Root Cause & Regulatory Context:
Under Malaysian Communications and Multimedia Commission (MCMC) directives, all Malaysian telecom carriers (Maxis, CelcomDigi, U Mobile, etc.) strictly block automated A2P SMS containing hyperlinks or short URLs (e.g., https://opsg.in/...) to curb smishing/phishing. All temporary exemptions ended in August 2024 (Reference: https://www.business.maxis.com.my/en/faq/data-internet/sms-content-blocking/).
Because Opsgenie embeds a short link in alert SMS messages, local telco firewalls drop the messages at the carrier gateway before they reach our handsets.
Requested Actions:
- Template Modification:
Please configure our site/tenant so that Opsgenie SMS templates sent to Malaysian (+60) country codes omit/strip all URLs and hyperlinks (dispatching plain text alerts only). - Carrier & Routing Compliance:
Please confirm that the upstream SMS delivery route, sender identification (Sender ID), and message format used by Opsgenie/Twilio/AWS comply with Malaysian carrier and MCMC requirements. - Fallback Guidance:
If native Opsgenie SMS templates cannot be modified for this region, please advise on the recommended integration architecture to route alerts through a local MCMC-registered SMS gateway.
Site Details:
- Site URL: bgt-innovation.atlassian.net
- Example Opsgenie Alert: https://bgt-innovation.atlassian.net/jira/ops/alerts/2875665b-6fd9-4503-af4e-15678af391c0-1793328356650
- Impacted Region: Malaysia (+60)
- Example Recipient: +60...08959
Thank you!
