Could not send action [resolveIssue] to JiraServiceDesk from Opgenie

[Silvia Llumiquinga]

Hello everyone, please your help,

I currently have Opsgenie integrated with Jira, it was working fine.

Now it only allows adding comments from Opgenie to JSM and vice versa, but when I want to close an alarm from Opsgenie the issue is not closed in JSM, when I close the issue from Jira the alarm is closed in Opsgenie.

When closing the alarm in Opsgenie, it reflects the following error:

Could not send [resolveIssue] action to JiraServiceDesk [XXX]. Reason: The issue does not have a "Resolve the issue" option or the issue you are trying to close does not exist so the "Close alert" action is not posted

Please your help community.

Regards!

[Nick H]

Hi @Silvia Llumiquinga ,

That error typically indicates the Resolved status is not available on the project integrated with Opsgenie. 

Within JSM - navigate to the Settings menu → Issues tab → Workflows → Edit the Project’s Workflow that needs mapped to Opsgenie action:

Click: +Add Status → search/select for status (Ex: Resolved) → enable: Allow all statuses to transition to this one → click: Add

Then Publish Draft, and retest if possible.

Sometimes the Resolve status may already be available on the project - but the workflow requires the issue to transition into another status prior. Allowing all statuses to transition to Resolved should resolve the issue.

^ If that's the case, I do understand it may alter your project's workflow, but if you can test it would determine if that is in fact the issue.

[Silvia Llumiquinga]

Hi @Nick H ,

Reviewed and made the change suggested by your previous comment, however we still have the same issue.

Maybe some other option??

[Xavier Uquillas]

Attach the added status in Workflow

[Xavier Uquillas]

Hi

We tried add the "RESOLVED" state , but the error is the same

[Silvia Llumiquinga]

Please help me @Nick H 

[Nick H]

Hi @Silvia Llumiquinga and @Xavier Uquillas ,

Under this project, can you please create a test issue and try to transition it to the Resolved status immediately after it's created? This would determine whether or not the issue can in fact be transitioned at any status.

I would also try testing transitioning the issue to Resolved from other statuses after it's created as well. Again - this might help narrow down whether or not your workflow allows for an issue to be moved to Resolved, and not have to transition to another status before this.

[Silvia Llumiquinga]

@Nick H

Created a test issue in Jira and it went to resolved status and if it works.