Auto create Opsgenie incident from JSM Edited

[Joey Klein]

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. 

[Darryl Lee]

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

[Joey Klein]

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 incidents

[Kate Clavet]

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 

[Joey Klein]

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]

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 

[Darryl Lee]

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