Adding comment in Jira Service Management, when alert is acknowledged in OPSGENIE

[Theis Joergensen]

Hi Community, 

Webhook in JIRA is set and integration in OPSGENIE as well. 

Alarm is created correctly in OPSGENIE when a critical incident is created. 

However, when acknowledged a comment is not added in JIRA even though this is set. 

Log from OPSGENIE below

According to the log is seems to be a permission or bad password issue. 

[system] Could not send [addComment] action to JiraServiceDesk [IT_Service_Desk_Jira Service Management]. Reason: 401 Unauthorized: [Basic authentication with passwords is deprecated. For more information, see: https://confluence.atlassian.com/cloud/deprecation-of-basic-authentication-with-passwords-for-jira-and-confluence-apis-972355348.html ]

2021/10/29 10:24:45.562

JSONRaw

Object

• alertLogOwner System
• responseBody Basic authentication with passwords is deprecated. For more information, see: https://confluence.atlassian.com/cloud/deprecation-of-basic-authentication-with-passwords-for-jira-and-confluence-apis-972355348.html
• _outgoingData { _headers: [object Object], integrationType: JiraServiceDesk, _payload: [object Object], integrationName: IT_Service_Desk_Jira Service Management }
• alertId eafa0478-472b-4706-8eb8-beb099a1bbea-1635495657177
• alertLogType system
• statusCode UNAUTHORIZED

In OPSGENIE integration, I have added my personal account and password. 

Could this be the problem. Should it be a system account with special permissions I should add here?

Theis 

[Nick H · Accepted solution]

Hi @Theis Joergensen ,

That error can usually be corrected with using an API token in the password field of the integration here:

In JSM click into your profile icon → Profile → Manage your account → Security tab → Under the API Token section, click: Create and manage API Tokens → Create API token → Name token something like “Opsgenie” → click: Create → click: Copy to clipboard → paste API Token into the integration's Password field → Save the integration