I am unable to integrate Opsgenie with Jira service desk

[Ratna]

Hello, Please help me. Spent too much time with no success!

I am unable to integrate from Opsgenie to Jira service desk.

However, integration from JSD to Opsgenie is working.

I have done the integration in Opsgenie as per the instruction but still can't get the ticket created in JSD when I am creating an alert in Opsgenie. I am not using SSO or two-factor authentication.

I have a big-time doubt for the details which I am providing for my JIRA service desk project in the Opsgenie configuration,

Is "issue type" field is the same as "Request Type"?

For eg, I have a request type called "Report an incident", and this is where I want my ticket to be created when the alert is generated in OPsgenie.

If the request type is not the issue type, then how do I link issue type with request type?

Please find the setting below...

[Samir]

Hi @Ratna - This doc details the difference between Request Type and Issue type in Jira/JSD: https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-issues-vs-requests

In summary - the "Request type" is what the user selects from the customer portal when creating a ticket. (i.e. it's what the customer would select when creating a ticket from the customer portal). And the "issue-type" is how that issue is categorized internally. 

So for example the customer might enter a ticket with request type = "Report an incident", and that might create a ticket with issue type = "Incident" for the internal teams.

You can view the issue types available under a specific project by going to Project Settings -> Issue Types:

Hope that helps,

Samir

[Ratna]

Thank you @Samir,

You mentioned,

"So for example the customer might enter a ticket with request type = "Report an incident", and that might create a ticket with issue type = "Incident" for the internal teams"

My question: How would I know that my "request type" is linked to which "issue type" internally?

This is the screenshot of my request type,

Since my "request type" is not linked with any "issue type". At least I have not linked anywhere if its getting default linked then I don't know where?

[Jan-Willem Aikens]

Old issue, but did you get any response back from @Samir , @Ratna ?
I encounter the same problem.

[Samir]

Hi @Jan-Willem Aikens @Ratna ,

Apologies, I had missed the reply on this one. I would recommend taking a look at the documentation around request types for Jira Service Management. It looks lke they are configured via Project Settings -> Request Types, where you can manage which issue types they are linked to

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/

http://support.atlassian.com/jira-service-management-cloud/docs/create-a-request-type/

If you have more questions, I'd recommend posting in the Jira Service Management Community discussion, as this is more a JSM related question than Opsgenie.

Hope that helps!

[Jan-Willem Aikens]

Hi @Samir ,

The service management I use is Next gen so it looks a bit different then (see screenshot bij @Ratna )

Does things work differently then?

Jan-Willem