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Email and JSM integration: How to set the sender email address as the Reporter of the JSM ticket?


we have a Jira Standard subscription included with OpsGenie.

We configured an Email and JSM integration on the Teams page in OpsGenie.

The goal is that when a new email is sent to this OpsGenie email that an Alert gets created and also a JSM issue.

This works so far, but unfortunately the created JSM issue does not set the "Original Reporter" respective the sender email address of the incoming mail for the Reporter field in the JSM ticket.

Is there any solution how to set the sender email address as Reporter in the JSM issue using this combination of the OpsGenie Email and JSM integration?

1 answer

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Nick H Atlassian Team Apr 14, 2021

Hi @ob ,

My colleagues response on a similar community post should help with answering this:

"With the default integration, it's not possible to map additional Opsgenie fields to the Jira issue fields that it creates. Our team is working on a new more advanced Jira integration that will allow for more customization of mapping Opsgenie fields to Jira fields, so stay tuned for that!

In the meantime, you can setup the integration via Opsgenie Edge Connector (OEC) 

OEC is a service you install that will essentially be "subscribed" to the Jira integration in Opsgenie, and will execute a script that will actually create/update the issues in Jira. So when an alert is created in Opsgenie and the Jira integration picks it up, OEC will pick up that alert, and execute the script that is included in the Jira-OEC package, and that script makes the request to the Jira API to create the issue.

You can fully customize that script, so you could add in those additional extra property fields from the Opsgenie alert to be included in the payload that is sent to Jira to create the issue."


Hope this helps! Let us know if you have any other questions or issues.

Thanks @Nick H  for the clarification.

Like Nick H likes this

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