When uninstalling and reinstalling the Opsgenie-Jira App is required

[#1]

Summary

Sometimes in Opsgenie you will be unable to link or create an Issue from an Alert. You may receive an error such as:

• Can't create/link an issue in Jira. "Unexpected error occurred"

• "Connection has been removed" on the Jira/JSM Integration

• Authentication Failed pop up window when opening Opsgenie Alerts
• You do not have permission to create issues in this project. - When creating a Jira Issue from an Opsgenie Alert

This behavior occurs when the connection ID for the integration is broken.

Next steps

To resolve this type of issue we recommend raising a Support Request with Atlassian Support so that we can uninstall and reinstall the Jira-Opsgenie App.

The reason for raising the request is because it requires access to internal systems to perform the uninstallation. The reinstallation however, is simply reinstalling the Opsgenie App from the Atlassian Marketplace.

That said, this process is required as we need to essentially refresh the connection ID of the Adapter so that the Jira/JSM Integrations have a correct connection ID and sync with the plugin connector between Opsgenie and Jira. This will ultimately allow you to link and create Jira Issues from Opsgenie Alerts as the connection ID for the integration(s) are essentially "refreshed".

Also note that we ask that when raising a new request for this uninstallation and reinstallation of this plugin (which is a backend task) that you please provide Atlassian Support consent to perform this task. This is because this will temporarily break the integrations while we perform this refresh.

I hope this helps effectively move towards a resolution to these issues you may have in Opsgenie Alerts, as Atlassian Support will be able to quickly solve this issue from you.

Thanks for reading!

Cheers,

Christian