Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Assign alert to appropriate team selected from JSM custom field

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.

2 answers

1 accepted

1 vote
Answer accepted
Darryl Lee Atlassian Team 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


  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 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

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, 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Software

An update on Jira Software customer feedback – June 2022

Hello Atlassian Community! Feedback from customers like you has helped us shape and improve Jira Software. As Head of Product, Jira Software, I wanted to take this opportunity to share an update on...

71 views 1 3
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you