New to JSM and OpsGenie - How to set up on-call to mobile phone

[apai]

Hi everyone , 

I am new to JSM and OpsGenie and want to understand How to set up on-call to mobile phone ?

My org has Premium license for JSM and opsgenie is available with it. I see on-call option but I am looking for a method to contact the particular shift roster team members via their support mobile phones ( and not on OpsGenie app) 

Is there any direct way for it ? I see some documentation on the need for Twillio account ( which I don't have) Is that a mandate and should that be licensed too to enable it ? 

[Manoj Gangwar]

Hi @apai  Welcome to the community!

To set up on-call notifications to mobile phones using OpsGenie within your Jira Service Management (JSM) environment, you have a couple of options. Here’s a straightforward way to do it:

1. Setting Up On-Call Schedules:

• In OpsGenie, create an on-call schedule that includes the team members you want to notify.
• Make sure each team member's mobile number is correctly entered in their OpsGenie profile.

2. Notification Methods:

• OpsGenie primarily uses the OpsGenie mobile app and email for notifications. However, you can configure SMS notifications to send alerts directly to mobile phones.
• To enable SMS notifications, you will need to set up a Twilio account, as OpsGenie uses Twilio for SMS services.

3. Twilio Setup:

• Create a Twilio Account: You can sign up for a free Twilio account, which provides a limited number of SMS messages for testing.
• Get Twilio Credentials: Once you have an account, you’ll need the Account SID, Auth Token, and a Twilio phone number to send SMS messages.
• Configure Twilio in OpsGenie: In the OpsGenie settings, navigate to the "Integrations" section and find Twilio. Enter your Twilio credentials to link the two services.

4. Configuring SMS Notifications:

• After setting up Twilio, you can create a notification policy in OpsGenie to send SMS alerts during on-call shifts.
• Go to the "Teams" or "Schedules" section in OpsGenie, and set up the notification methods to include SMS for each team member.

5. Testing:

• Once everything is set up, test the configuration by triggering an alert in OpsGenie and checking if the SMS is sent to the specified mobile numbers.

Summary:

• Twilio is Required: Yes, you will need a Twilio account to send SMS notifications.
• No Additional Licenses Needed: The Twilio service itself is separate, but you don’t need to purchase an additional license for it beyond what Twilio requires for their services.

Alternative Options:

If you prefer not to use Twilio, consider other integrations or notification methods that OpsGenie supports, like push notifications via the OpsGenie app or email alerts, though those won't reach users who are specifically looking for mobile phone contact.

[apai]

Hello Manoj , 

While you did mention Twillio account is needed for SMS , is it also needed for actual call to the mobile ? 

Also , we could not find the below option to enter phone number . 

• Make sure each team member's mobile number is correctly entered in their OpsGenie profile.

[Manoj Gangwar]

Yes, you need a Twilio account to make actual phone calls as well. Twilio provides the infrastructure to handle both SMS and voice calls.

• Go to the "Settings" section.
• Look for the "Teams" or "Users" settings where you can add contact methods.
• You should see an option to add a phone number for notifications.