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Opsgenie alerts no longer creates after migrating to Jira Service Management project

I just migrated our classic Service Desk project to the new Service Management project template, and now we're no longer getting Opsgenie alerts for new service desk issues that are created.

I've tried adding the automation rules back in, and even though they appear to be running correctly, no alerts are being added to Opsgenie.

From what I can tell in the documentation, it seems that this should happen automatically with the new project template.  I've tried looking through the help docs as well, but they appear to be outdated (for instance, this article -- -- says to go into Opsgenie, then to Integrations and select Jira Service Management Integration, but I no longer have JSM listed as an Integration).

What am I missing??

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Hana Kučerová Community Leader Jan 09, 2021

Hi @Matthew Cook ,

alerts in OpsGenie are usually created using webhooks in Jira. Is it possible it stopped working because you've changed the project and now your webhook's JQL is not correct? Please check.

Thank you, Hana.  I tried adding the webhook back in, and while the automation rule runs successfully, no alert is generated in Opsgenie.

Hana Kučerová Community Leader Jan 11, 2021

Hi @Matthew Cook ,

is there an OpsGenie URL in the webhook? If so, are there issue created / updated events checked? Is the JQL in the webhook correct and corresponds to your new project?

Yes, there is.


Hana Kučerová Community Leader Jan 11, 2021

@Matthew Cook thank you (I thought you are using webhooks - OOB Jira functionality instead of automations).

So - just to be sure - you used same configuration before and it worked, is it right?

I will try it using my instance and get back to you tomorrow.

I don't remember exactly how we had it set up before, and unfortunately I've already deleted the old project (so I didn't have to change the name on the new project).  You're correct it was a little different in our other project (the screens looked like the "legacy automation" screens when we set it up initially), but the general idea was the same that we would run the webhook when an issue was created.

I appreciate you looking into this!  We rely on Opsgenie for our after-hours alerts and on-call rotation, and it's more difficult to monitor just relying on emails that issues are created.

Hana Kučerová Community Leader Jan 11, 2021

I'm sorry, it must be frustrating, hopefully we find out soon, what's going on.

The thing is I'm almost sure the request body is little bit different, when you use issue data in new automations (vs. OOB webhooks) and I suspect this is the problem (OpsGenie expects a little bit different data). But still I like the idea of using new automations and I would like to see it functional.

I will try to debug it tomorrow and let you know ASAP.

Hana Kučerová Community Leader Jan 12, 2021

Hi @Matthew Cook ,

I was able to make it work, but I needed to use legacy automation rule or system webhook. When request is send using new automation rule, payload data are little bit different and even though the response code is 200, alert is not created.

How to configure it using webhook can be found here, in the section Configuration in Jira Service Management. I think it is more safe way then to use legacy automation rule (because I think these will be removed in the future).

I really appreciate all of your help with this.  I was able to get it working again using a webhook as well.  Thank you!

Like Hana Kučerová likes this

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