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How to configure the integration between Jira and Opsgenie

Hi there, I'm Pedro and I work as a Support Engineer for the Jira Service Management team in AMER. Since Opsgenie was released bundled with JSM we started receiving cases where the customers were having a hard time performing the integration between these products.

It can be a little tricky to configure the integration between those two products, but when configured it can be a powerful tool. It’s possible to integrate them for when a ticket is created in Jira it will create an alert in Opsgenie, when this alert is acknowledged a comment can be added to the Jira ticket, when the alert is closed it’s possible to close the ticket directly in Jira.

That being said, let’s cover the steps necessary to complete this integration.

Requirements:

  • JSM/Opsgenie access;

  • API Token;

Steps:

  1. Webhook configuration in Jira;

  2. Integration setup in Opsgenie;

Configure the Webhook in Jira

Webhooks are user-defined HTTP POST callbacks. They provide a lightweight mechanism for letting remote applications receive push notifications from Jira, without requiring polling. For example, you may want any changes in Jira bugs to be pushed to a test management system so that they can be retested.

  1. Log in as a user with the Administer Jira global permission;

  2. Choose  > System. Under Advanced, select WebHooks;

  3. Create a new Webhook filtering by the issues that you want to pass it over to Opsgenie, for example:
    1.png

  4. Don’t forget to select issue and comments events at least;

  5. Copy the URL, this will be used in the Opsgenie integration:
    2.png

Configuring the Integration in Opsgenie

  1. In Opsgenie, go to Teams and select your team - If you are on JSM Premium, you can find this under Settings > Integration List as well;

  2. On the left sidebar go to Integrations;

  3. Add Integration > Select either Jira Software or Jira Service Management (both will work, however, I personally recommend using the Jira Software integration even if your project is a Service Management, it has more filter options);

  4. The first step in the integration will be to paste the URL you copied from the Webhook;

  5. Name the integration, assign it to a Team and enable it;

  6. Enable the two options below to create this back and forth communication between the products;
    3.png

  7. For the next step, you will need to configure your API Token, for that, follow the steps here.

  8. On the section below, you need to paste the Issue Type exactly as it is displayed in Jira, your site URL, the email of the user who configured the API Token, the API Token itself, and the project key.
    (After you save the integration, the API Token will be displayed empty as below, this is expected);
    4.png

  9. Under the Alert Fields section, you can configure the fields that will be displayed in the alert and select the user who will be added as responsible for the notes;

  10. Save the integration;

  11. Test it out.


That’s it, the integration is configured and should be working as expected now. You can now create an alert to see if it will create a ticket in the Jira project configured.

Make sure you don’t have mandatory fields during the Jira issue creation that could block the process.

Let me know if you have questions.

3 comments

Doesn't the new Responders and Alert Responders functionality in the ITSM JSM template do this automatically now? https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-Incident-Responders-and-Linked-Alerts-in-Jira-Service/ba-p/1782632 

Hi Gary,

Yes, but only for projects in the new ITSM templates. Old project templates don't have the Incident Management section in the project settings.

Pedro. Ah gotcha. Thank you for clarifying.

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