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How Jira Service Management Standard with OpsGenie Enterprise

Eric Siegel
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December 14, 2021

We have Jira Service Management Standard and are happy with that License and do not intend to upgrade.  It includes a feature limited version of OpsGenie.  We are interested in using OpsGenie Enterprise.  When looking at the Manage Subscriptions there is no OpsGenie but there is "Jira Service Management With incident management powered by Opsgenie.". 

Is there a path forward?  I have not found anything in documentation or in the community.  I'm also hesitant to experiment as we have a sizeable service management install in production.

Edit:
I found this article that suggests we might have to unmerge the two applications to achieve what I'm looking for.  It also suggests that we might have less functionality after the unmerge.  What a headache.  Another wrinkle is that we have 30+ Service Management users but only 5 OpsGenie users so it doesn't make sense to upgrade SM for our case.

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Nick H
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 15, 2021

Hi @Eric Siegel ,

Each JSM subscription comes with a free Opsgenie. JSM Standard is the equivalent of the Opsgenie Essentials plan (while the JSM Premium and Enterprise plans are the equivalent of the Opsgenie Enterprise plan).

https://www.atlassian.com/software/jira/service-management/pricing

https://www.atlassian.com/software/opsgenie/pricing

Yes, you can unmerge the two applications to achieve what you are looking for - making your Opsgenie a standalone product / billed separately. You could then select the Opsgenie plan and number of licenses needed: https://support.atlassian.com/jira-service-management-cloud/docs/merge-opsgenie-with-jira-service-management/

"Unmerging

If you’d like to unmerge your Opsgenie and Jira Service Management subscriptions, you’ll need to contact Atlassian support.

Once they're unmerged, Opsgenie and Jira Service Management will become standalone products, with separate user management and billing costs.

The subscription cost for Jira Service Management will not change unless you remove agents, and standard Opsgenie pricing will apply to the unmerged Opsgenie subscription."

 

Otherwise, you'd need to upgrade your JSM subscription to get the equivalent of the Opsgenie plan needed. Doesn't seem like this is what you'd want if have 30+ Service Management users, but only 5 OpsGenie users.

Let me know if you have any other questions.

Eric Siegel
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December 15, 2021

Thanks for the info Nick.

If we do unmerge you mention user management is separate.  We have a single origination with Atlassian Access governing users/sso.  Is this to say if we unmerge, the OpsGenie instance will not benefit from org level user management and SSO capabilities?

Nick H
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 15, 2021

You'd still be able to manage your users from Atlassian access even after the split since your Opsgenie would still be connected through the site.

Like Steffen Opel _Utoolity_ likes this
Ron Mizoshiri February 9, 2022

Is it correct that even with the JSM Enterprise level, OpsGenie still will not have the inbound call routing feature available?

Is that ONLY available on the stand-alone OpsGenie Standard/Enterprise licenses?

Nick H
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 10, 2022

Hi @Ron Mizoshiri ,

That is correct. The incoming call integration is only available for standalone Standard and Enterprise Opsgenie subscriptions at this time.

We do have a feature request for incoming call to be included with JSM plans though. You can follow along with that here: https://jira.atlassian.com/browse/JSDCLOUD-9563

0 votes
Talar Pavlovic
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 2, 2022

Updating this thread with the latest info:

Incoming Call integration is now available on JSM subordinate Opsgenie instances as well, using a custom number from Twilio! 

Please see more info here: https://support.atlassian.com/opsgenie/docs/integrate-incoming-call-routing/ 

Yong December 27, 2022

Hi Talar,

 

Just to confirm:

JSM integrated with Opsgenie mapping and Opsgenie is free:

  • JSM Free <-> Opsgenie Free
  • JSM Standard <-> Opsgenie Essentials
  • JSM Premium <-> Opsgenie Stanard
  • JSM Enterprise <-> Opsgenie Enterprise

 

Is that correct? @Talar Pavlovic 

Like alexirwin likes this
Talar Pavlovic
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 8, 2023
Like Yong likes this

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