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Assign alert to appropriate team selected from JSM custom field

Sergei Gridnevskii
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Nov 04, 2021

Is there a way to select a Team in Alert using Jira Service Management  integration and custom field in original service request?

I can configure a separate web hook for each team but it looks like an overkill for me.

I have about 10 teams in OpsGenie and want a customer to select a team when he creates a Jira Service Request on portal.

3 answers

2 accepted

1 vote
Answer accepted
Darryl Lee
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Nov 05, 2021

Hello @Sergei Gridnevskii ,

This is Darryl, Opsgenie Support. I am here to help. 😃

Understand that you would like to set up the team auto-allocation for the Opsgenie alerts created by the Jira Service Management integration instead of having multiple Webhooks.

There are 2 workarounds that I can think of as attached below, hope this will be helpful.

Solution 1

Steps

  1. Start with opening your Jira Service Management project and adding a custom field called Responder Team.
    1. Click the  icon in the top right-hand corner then Issues
    2. Click Custom fields
    3. Click Create custom field
    4. Choose Select List (Single choice)
    5. Name it Responder Team
    6. Your options are your responder team names defined in Opsgenie
    7. Add the custom field to the necessary screen (for example adding it to the create screen for your project)
  2. Now navigate to Project Automation within Jira Service Management
Darryl Lee
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Nov 05, 2021

Hi @Sergei Gridnevskii ,

Sorry that due to the paragraph limitation, I couldn't provide you with the full steps here.

Please reach out to us by creating a Support Request via this link.

Sincerely sorry for the inconvenience.

Kind regards,
Darryl Lee
Opsgenie Support

Like Steffen Opel [Utoolity] likes this

This solution looks very useful for me, too.  Could it be shared?

Like Darryl Lee likes this
0 votes
Answer accepted
Darryl Lee
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Nov 30, 2022

Hi @Noah Miles & @Tom Jörg,

Here I documented the steps in a PDF file as attached to this link.

Please let us know if it's helpful in your operation.

Thank you.

Kind regards,
Darryl Lee
Support Engineer, Atlassian

Thank you for following this up @Darryl Lee ! This will certainly be helpful.

Kind regards,
Tom

Like Darryl Lee likes this
Darryl Lee
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Dec 01, 2022

Hey Tom,

Glad to know this is helpful on your end.

Have a great day and enjoy Opsgenie. 😀

Kind regards,
Darryl Lee
Support Engineer, Atlassian

Thanks!  Very helpful.

Like Darryl Lee likes this

Hi @Darryl Lee 

I would also be very interested in your solution to this problem. Is there any chance that you publish the missing steps somewhere with public access? Or should I create a support request as well? Just asking because I might not be the last one to do so. ;-)

Kind regards, 
Tom

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