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

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: ]

2021/10/29 10:24:45.562




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?



1 answer

1 accepted

0 votes
Answer accepted
Nick H Atlassian Team Mar 16, 2022

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 → ProfileManage your accountSecurity tab → Under the API Token section, click: Create and manage API TokensCreate 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

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