Have a few questions regarding OpsGenie and JSM ticket detail linking

[Calvin]

Hi all,

I've been asked to look at opsgenie now, and see if I can work out a way to create a parity of opsgenie and JSM but I seem to be having a bit of trouble understanding the integration.

I do get parts of it, but some items have cropped up:

For Opsgenie I see details like

• [JSM Status Update] - "Acknowledge Alert" when eventType = issue_updated
  • Is there a list of eventType? Where is this value found?

For the JSM Side:

• Going to JSM
  • [When Opsgenie Alert Acknowledged] - Comment added to JSM.
    • Is it possible to update the JSM workflow here to some sort of In Progress status we might have based on Opsgenie?
  • [When Opsgenie Alert is Closed] - How do I transition this through the workflow? I see I can set issue status to done, is this just the resolution field?

• If priority changes, is there an easy way to update it for opsgenie/JSM?

Thanks for any of your comments/thoughts/etc.

[Skyler Ataide · Accepted solution]

Hi Calvin!

Thanks for reaching out here in the Opsgenie community! Here are some answers to your questions that should hopefully help out: 

Is there a list of eventType? Where is this value found?

I was able to find this documentation which lists out Jira EventTypes. A significant amount of actions taken in Jira do fall under the issue_updated eventType, and I would suggest combining the issue_updated event type with additional filters if possible. 

Is it possible to update the JSM workflow here to some sort of In Progress status we might have based on Opsgenie?

Under the Outgoing automation rules section in the integration settings, you can select the option to "Send alert updates back to Jira Service Management". Here you can update the Status of Jira issues when an action occurs on the alert in Opsgenie (Ie. when the alert is acknowledged or when the priority is changed): 

[When Opsgenie Alert is Closed] - How do I transition this through the workflow? I see I can set issue status to done, is this just the resolution field?

Are you able to share more on how you would like to transition this through the workflow? Are you looking to update the issue status to something other than Done? 

If priority changes, is there an easy way to update it for opsgenie/JSM?

With the new Jira Service Management / Jira Software Opsgenie integration, the priority of the alert matches the issue priority only at the time of creation. The alert priority in Opsgenie is not updated when the issue priority in Jira is changed. This is expected behavior as it is not part of the integration. We're tracking the feature request here: https://jira.atlassian.com/browse/OPSGENIE-205 

[Calvin]

Thanks Skyler, this is fantastic information! I really appreciate it.

Regarding the above: I see you can change the status to "In Progress" or "Done" from what I find online, these are pre-built fields and I can't change to a custom status (without an automation workaround that triggers on every comment and checks for "System" and certain text)?

Not sure if you know as well, is it possible to place the correct reporter in the JSM ticket? Or do they all come through from "System".

Cheers mate.

[Skyler Ataide]

Hi Calvin, 

Happy to help! That is correct that they are pre-built fields, and its not currently possible to change to a custom status out-of-the-box. However, there is a workaround that is explained in this knowledge base article which I would suggest having a look at to see if it works for you. We also have the following feature requests open for this capability: 

• OPSGENIE-157 
• OPSGENIE-605  

For your questions on changing the reporter in the JSM ticket, the only way to do this would be through a custom script. If the desired reporter for the JSM ticket is a field in the Opsgenie alert, you could use a custom script to do a GET on the alert using the alert API and populate the field into your payload. 

[Calvin]

You're a legend, thanks mate. These are great, following based on the knowledge article now :).