Connecting service desk to opsgenie

[guilherme]

Hello!

I've been trying to set up OpsGenie to work with ServiceDesk but I'm having some problems. I want to create an automation that creates an alert on OpsGenie when a ticket on ServiceDesk goes to a specific status.

I managed to set up this exact workflow through the ServiceDesk automations page. When the ticket reaches a certain status, it fires up a POST request to https://api.opsgenie.com/v1/json/jira with my apiKey. The request works and it reaches its destination, but it does not creates an alert on OpsGenie.

On the other hand, I managed to automate an alert creation on OpsGenie through https://liber.atlassian.net/plugins/servlet/webhooks. I'm assuming that this is the legacy way of doing the same thing. Through this configuration, I can automate the alert creation process on OpsGenie, but I cannot chose to do that only when the ticket transitions to a certain status, like I can in the other page I mentioned above.

Does anyone knows how to solve this? I'm using the same webhook and the same apiKey on both workflows that I mentioned, but only the latter works.

[Nick H · Accepted solution]

Hi @guilherme 

Creating Opsgenie alerts when Jira/JSD tickets move to a certain status is dependent on how the Integration's Create Alert action is configured.

By default - the Create Alert action is set to create Opsgenie alerts from new Jira/JSD tickets. You can adjust the action's filter so the status change and updates create alerts vs. new tickets creating alerts. For example:

You'll also want to make sure your Webhook is configured to send updates to Opsgenie so when the status changes, a request is sent:

If adjustments are made on the Create Alert action, but no alert is being created in Opsgenie, you can always review the logs to check what is being parsed in the payload to make adjustments to the filter as well:

Hope this helps! Let us know if you run into any other questions, issues, etc.

-Nick

[guilherme]

Thanks for the reply, Nick!
Unfortunately I can't seem to reach that first page that you showed in your answer. I only see "Slack" listed in my Integrations tab in the left menu. Do you know what are the steps to make "Service Desk" show up there as well? 

Thanks again!

[Nick H]

Hi @guilherme 

If you see only a Slack integration listed in the Configured Integrations tab, then it sounds like the JSD integration hasn't been created. So you will want to add a new JSD integration from the Settings tab >> Integrations tab.

Also - I'm realizing you mentioned in your first comment "it fires up a POST request to https://api.opsgenie.com/v1/json/jira with my apiKey." This sounds like you are using Automation Rules vs. Webhooks.

Opsgenie does not fully support Automation Rules / POSTs to Opsgenie through this method - so we highly recommend following these steps to get the integration working as expected through a Webhook: https://docs.opsgenie.com/docs/jiraservicedesk-integration

^ That doc provides step-by-step configuration instructions on both the Opsgenie and JSD sides. Let us know if you run into additional questions.

-Nick

[guilherme]

Hello, Nick!

I tried to follow the documentation you sent me earlier but I reach a dead end at the URL https://app.opsgenie.com/integration#/add/JiraServiceDesk, which is step 2 of the "Adding Jira Service Desk Integration in Opsgenie" section. This URL redirects me to https://liber.app.opsgenie.com/integration, and then nothing loads at that page, it's just the navbar with a blank html.

If I go to Settings, there's no "Integration" or "Integration List" button for me to click as well.

I ended up trying the automation because I really need this to work asap, but what I actually need is exactly that first screen that you sent me.

[Nick H]

Hi @guilherme 

I do believe that link is broken so I'll report this to engineering. Thanks for pointing that out.

Your account, liber, is subscribed to an Essentials plan - which requires integrations to be added under a team's Integrations tab.

But - Essentials plans do not have access to the first screenshot I sent - which shows the Advanced tab of the integration. This tab / functionality is only included in the Standard and Enterprise plans.

So the use-case "I want to create an automation that creates an alert in OpsGenie when a ticket on ServiceDesk goes to a specific status" - is not really be possible. On the Essentials plan, you'd only have the ability/functionality to create an Opsgenie alert when the JSD ticket is created.

-Nick

[guilherme]

Oh, I see. That makes sense now.

I'll see what I can do here then.

Thanks, Nick!

[Nick H]

Of course! Let us know if you run into any other questions, issues, etc.

-Nick