Bidirectional update of fields when field value changes for Summary/Description in Opsgenie or JSM

[Jaspreet Singh]

We want your kind assistance to have the bidrectional integration working properly from JSM ↔︎ OG so an update in Priority, Summary, Description fields etc. should sync the other tool with same changes.
Currently update to these fields from OpsGenie is making an update inside JSM Comment section and update at JSM end, is not making these fields updated in OpsGenie.

In JSM, also when we open a webex from ticket, bidrectional updates, are not making to it.

Can we get a solution to above problems as we are running POC.

[Eugenio Onofre]

Hi @Jaspreet Singh

Unfortunately the bidirectional connection does not work this way. It only posts comments to Jira or move it to DONE state when a specific alert is closed.

One possible workaround would be to create an automation in Jira that would:

1. Be triggered whenever the "updated" comment is posted by Opsgenie
   1. The condition would need to match the comment format from Opsgenie
2. The action would be to do a GET request for the specific alert in Opsgenie
   1. You will need to create a custom field in Jira to store the alert ID.
3. Update the summary/description after the GET

Please remember to accept this response in case it helps you resolve your question as it may also help other community members in the future.

Best Regards,
Eugenio