Opsgenie Alerts Not Creating Jira / Jira Service Management Issues

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Opsgenie can automate creating a Jira / Jira Service Management issue from an Opsgenie alert. Opsgenie can also map other actions taken on an alert to reflect on an issue.

But what if issues are not being created, or actions are not mapping as expected?

Most of the time it’s due to misconfiguring one of these fields in the Jira / Jira Service Management integration:

1. Send Via OEC: If selected - uncheck this. OEC, refers to Opsgenie Edge Connector, is primarily used for on-prem instances, and is most likely not needed with a cloud instance.

2. Issue Type: The type of issue that will be created by Opsgenie alerts. This is case-sensitive, needs to be syntax error-free, and available on the project configured in step 6 below.

   • Examples: Task, Bug, Incident, Service Request, etc.

3. URL: The domain of your instance.

   • Example: https://accountname.atlassian.net

   • ^ Nothing after .net or .net/ 

4. Username: The email address used to log into Jira / Jira Service Management. Best practice is using a site admin's email address.

5. Password/API Token: Best practice is using an API token to avoid any authentication errors.

6. Project Key: The key of the Jira / Jira Service Management project that will own issues created by Opsgenie alerts. This should be in all-caps. 

   • Examples: ITSM, OPS, DEV, ABC, etc.

If Opsgenie alerts are still not creating Jira / Jira Service Management issues - or actions are not mapping as expected - review the alert’s Activity Logs, and Logs for more details to troubleshoot:

Otherwise you can always reach out to Opsgenie support: https://support.atlassian.com/opsgenie/

Helpful Articles:

• Jira Integration
• Jira Service Management Integration
• API Tokens