Add Affected Services on Opsgenie alert and update the same on triggered JSM ticket

[Ian Balas]

Hi,

I have a use case that might be rather complex, so if the approach that I'm about to explain is too complicated and you know of a better practice, please let me know. Either way, here it is:

My team is starting to use OpsGenie with Jira Service Management, and we want to figure out a way to automatically add Service object references (in an Assets field called "Affected Services") to pertaining incident tickets based on the tags that are added to the triggering alert in OpsGenie.

For example, if I create an OpsGenie alert for responders in the "IT Operations" team, and if during the intake process I included two tags, "Google Workspace" and "Atlassian" respectively, in the JSM incident that is autopopulated, the "Affected Services" should be set as "Google Workspace" and "Atlassian".

Is this at all possible? I saw a workaround KB posted recently called "Add Affected Services on Opsgenie alert and update the same on the JSM ticket" (https://confluence.atlassian.com/jirakb/add-affected-services-on-opsgenie-alert-and-update-the-same-on-the-jsm-ticket-1252000841.html\).

I tried implementing this workaround but the comments won't post to the JSM incident during the creation of the OpsGenie alert. It only works when I add tags to the alert after creating it. And it seems that it will only work for once service indicated when I need it to work with multiple tags/services indicated.

In addition, I know there are some current limitations to the Opsgenie<->JSM integration where my ask my not even be possible:

* Opsgenie and accessing custom Atlassian Assets object schemas (https://jira.atlassian.com/browse/OPSGENIE-1622\)

* include the name of the Affective Services in payload sent between JSM and OG
(https://jira.atlassian.com/browse/OPSGENIE-1048\)

* Add the ability to associate Services with alerts (https://jira.atlassian.com/browse/JSDCLOUD-10605\)

Regardless, I still want to inquire to see if there's any way possible that I can take OpsGenie alert tags and use them to automatically add 'Affected Services' to the relating JSM incidents. If not, any resources or references you can point me to would work as well.

Thanks,
Ian