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 I've tried looking through the help docs as well, but they appear to be outdated (for instance, this article -- https://docs.opsgenie.com/docs/jiraservicedesk-integration -- says to go into Opsgenie, then to Integrations and select Jira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??
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.
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.
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).
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