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Auto create Opsgenie incident from JSM

Edited

Trying to do a very simple (I hope) thing here. We have NO monitoring capabilities at this point so I need a way for internal ‘users’ to report a major incident (basically when the site is unavailable). 

I have a new itsm template JSM project with a single request type = major incident that is linked to Opsgenie. I have the team, the on all schedule, the service set up. Currently the jsm issues will create an alert but then I need to go into opsgsnie to manually create the incident which triggers the notifications. 

im on a standard plan and understand this may be the limiting factor? I’d think auto creating the incident is what the system should do so no one has to manually do this?  I’m only using jsm as the front door because our whole catalogue is there. If there’s another way to auto create the major incidents I’d be open to it. 

3 answers

3 votes
Darryl Lee Atlassian Team Jan 08, 2021

Hi Joey,

As an alternative way to achieve the automation without merging your Opsgenie with JSM, you may consider adding a JSM integration on your Opsgenie following this guide, and set up an Opsgenie Internal Service with Incident Rule which has been configured with the proper Filter to match the Opsgenie alerts created by the Major Incident from your JSM to trigger the Opsgenie Incident creation.

Hope this will be a good addition to your config.

Kind regards,
Darryl Lee
Opsgenie Support

Thanks @Darryl Lee   This helps. I believe that I already have option 2 (jsm and OG are integrated) but I’m not seeing options to create any incident rules. I already have a service, team and and on call schedule. Is this a limitation of the free plan ? As shown below, i do not have "Alerts' in my menu 

im open to either option just need to know the easiest and most cost effective way to get jsm issues to auto create og incidents2021-01-08_11-29-33.png

Kate Clavet Atlassian Team Jan 12, 2021

Hi @Joey Klein ! 

In Opsgenie Automated Incident Creation is only available for the paid plans, specifically Standard and Enterprise. On the pricing page for Opsgenie it's referred to as automatic alert incident rollup (https://www.atlassian.com/software/opsgenie/pricing).

In Jira Service Management Opsgenie incident creation (referred to as Major Incidents to differentiate from JSM Incidents) is not available until Premium (https://www.atlassian.com/software/jira/service-management/pricing) Listed as "Major Incident Management". 

Based on what you've described, I believe you want incidents to be created as a result of JSM Issues? In which case, the best course of action is to upgrade your Opsgenie plan and leverage the Opsgenie + JSM integration. 

Let me know if you have any further questions, I hope that helps. 

Best,

Kate 

Thanks @Kate Clavet .  This is helpful.  Not sure If i need to put a support issue in BUT, my Opsgenie is showing as merged with JSM but i'm NOT seeing Opsgenie in my product list or anyway to upgrade the plan.  Any idea who can help look into this?

Kate Clavet Atlassian Team Jan 12, 2021

Hi @Joey Klein ! I think the best course of action would be to open a support ticket, so they can look into all the details that could be causing this experience. 

 

Thanks! 


Kate 

Liron Atlassian Team Feb 04, 2021

Hi Joey,

Once your JSM is merged with Opsgenie, you will not see it in the billing or pricing area. It is now one solution - JSM - with one pricing tier for all.

Does this help?

Liron

1 vote
Darryl Lee Atlassian Team Jan 08, 2021

Hi Joey, 

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

To achieve the automation of creating Opsgenie incident by the JSM Major Incident, you may consider merging the billing of your Opsgenie subscription to your JSM subscription, which makes your Opsgenie become complimentary but with the following new features extra and also the automation you need:

  • Major incident management in the Free plan

  • Services in the Free plan

  • Unlimited SMS alerts in the Standard plan

However, please note that the following features that exist in the standalone Opsgenie subscription will be unavailable:

  • Incoming call routing

  • Live chat support

  • Free Stakeholder roles

You will also need to subscribe your JSM to at least the Premium plan to have the closest feature sets as the standalone Opsgenie in the Standard subscription.

Last, this is an irreversible action in the current design, please take this into consideration.

Here I attach the documentation for your reference.

Get to know Opsgenie.

Should I merge Opsgenie with Jira Service Management?

Guide to Merge Opsgenie with Jira Service Management.

What are Major Incidents?

How to use Modern Incident Management?

Hope this helps.

Kind regards,
Darryl Lee
Opsgenie Support

Hi Darryl,

I'm trying to achieve the same thing as Joey but I'm pretty confused about if this is possible. I'm using the "merged" Jira Service Management plan with Opsgenie included.

I'd like to achieve the following flow:

  1. User goes to our JSM Portal
  2. User reports a new "Incident" request type
  3. JSM automatically does one of the following (either are acceptable):
    1. Automatically create an OpsGenie alert for the new reported incident
    2. Automatically escalate to a Major Incident, which creates an OpsGenie incident
  4. OpsGenie notifies the On-Call Team so that the incident is acknowledged

As you can see, my goal here is to make it possible to use the JSM portal to trigger an on-call notification immediately. Right now, this doesn't seem to be possible- no matter what I do, the newly created JSM incident needs to be _manually_ escalated before it is triggered in OpsGenie.

What are my options here?

Cheers,

Neville

See my other response below Neville. 

With Free or Standard JSM I have used Jira webhooks to send to OpsGenie integrations. The webhook allows you to at least create Alerts in OpsGenie, which is all you really need to wake someone up. It won't automatically link the OG alert to the JSM issue either, but it can be seen in the extra data.

I'm using Jira webhooks to send to OpsGenie as well and I got my alert created.

But my problem is with OpsGenie. The newly created alert doesn't trigger the notifications. The newly created incident does trigger the notification.

Why the new alert doesn't trigger the notification?

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