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OpsGenie and Jira Service Desk Integration - Thoughts/Feedback Edited

Hi,

I've just done a OpsGenie to JSD integration. Our use case for JSD is that we have a number of external customers sandboxed by organisation serviced by one central support team. We use project automation to set ticket priority based on impact/urgency. 

Issues I've found with the OpsGenie integration

  • Updates it makes in comments are customer facing
  • You can't seem to trigger the webhook using the new "project automation". It does work in the legacy "automation". This means having automation in different places.
  • Incidents don't get auto assigned to the person acknowledging the alert

In the end, I did a direct webhook integration to the alerts API to meet my needs but I was surprised how poor the OpsGenie/JSD integration is one year after acquisition. Having had experience with ServiceNow and PagerDuty, their integration there is far superior. I did also try ServiceNow and OpsGenie which also seemed better than what the JSD/OpsGenie integration can handle.

What are your thoughts? Am I missing some magic to make this work more effectively?

1 comment

Samir Atlassian Team Jun 01, 2020

Hi @ol - thanks for sharing your feedback on the integration. We do have plans to continue improving integrations between Opsgenie and JSD/Jira.

 

In terms of those issues you mentioned, we have feature requests for the JSD integration for both

A) adding internal comments to JSD tickets

and

B) Assigning tickets to the user that acknowledged the associated alert in Opsgenie.

 

We do offer the ability to integrate using OEC https://docs.opsgenie.com/docs/jiraservicedesk-integration#integration-via-oec-for-on-premise-jira-servicedesk-usage

 

When integrating via OEC, Opsgenie sends requests to the OEC service, and OEC executes the actionExecutor.py script which actually makes the requests to JSD via API.

So this allows you to be able to customize that script, so you can modify it to assign the user to the ticket, or add an internal comment instead of public, etc. Basically it gives you full control over what requests are made to JSD so you can customize it to make whichever requests you want that are available with the Jira API. So you can integrate that way if you want to modify those workflows.

 

But we do have feature requests around adding that functionality to the native cloud integration, so you don't have to go the route of integrating via OEC and modifying the script.

 

If you have anymore questions - feel free to come into support either via the blue chat bubble in bottom right-hand of screen when logged into Opsgenie, or submitting a ticket via https://getsupport.atlassian.com/

 

Thanks,

Samir

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