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How can I display multiple active on-call schedules of different team from Opsgenie in JSM project

Adithya Viswanathan September 18, 2023

I am using a free standard version of Jira Service Management, and I have setup a Service Desk Project and teams with alert, escalation policies, and on-call schedules in Opsgenie. 

Opsgenie and JSM project are integrated and so is the on-call feature. I can view only 1 active on-call schedule from the service desk project ('my team schedule' & 'In service project' in attached image), but I have 4-5 schedules active in Opsgenie ('All team schedule' in attached image),

I am the Jira admin / project admin, and I do not see an option to "change the connected Opsgenie team from the More options (•••) menu or by navigating to Project settings > Opsgenie > Connected Opsgenie Tea" according to section 3 of this documentation. 

Could someone clarify how i can display all the active on-call schedules of the teams from Opsgenie in the service desk project?


On-call schedule (my team schedule).pngOn-call schedule (All team schedule).pngOn-call schedule (in Service project).png

1 answer

1 vote
Adithya Viswanathan September 18, 2023

The only workaround I can find is by adding myself to all the active teams in Opsgenie, which then displays all the active schedules in the Service Project. 

This however is not a scalable and realistic solution as any service desk project user must be able to view all the active on-call support schedules, and not only the ones from the active team. 


Screenshot (1308).pngScreenshot (1307).png

Marc Koppelaar - Devoteam
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September 18, 2023

Hi @Adithya Viswanathan 

This is the purpose of an on call schedule in Ops Genie.

You need to add members from the ops genie team to the different rotations you make.

These are the members participating in the rotation and yourself if you want to view them from the JSM project. Otherwise you need to access Ops genie to view all schedules.

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