Incoming call routing on JSM Premium OpsGenie

[Jay McCarogher]

We currently have OpsGenie standalone and Jira Service Management Premium (we got this especially for the unlimited automation rule executions) 

Documentation, I can find, tells me that we can do everything we currently do in OpsGenie standalone on the OpsGenie provided by Premium Service Desk. But the only thing it doesn't provide is something that we desperately need the tool to do. Incoming Call Routing. 

Any idea when this will be given to JSM Premium? We really want to get rid of the standalone we have and just use it all through Atlassian 

[Brian Higgins · Accepted solution]

Hi @Jay McCarogher,

Welcome to the Atlassian Community! 

What you've uncovered in your research is correct. JSM premium includes almost all of the capabilities of Opsgenie standalone. At this time, I'm not aware of plans to migrate Incoming Call Routing to JSM. However, you may find a solution that works for your use-case with apps on Marketplace and third party integrations. We also keep an a public roadmap for Jira Service Management (Cloud) here should it come on the horizon.

I hope that helps clarify!

Brian Higgins

Product Marketing Manager, Jira Service Management & Opsgenie

[Jay McCarogher]

Thanks Brian, while a little the answer is a little disappointing, I do appreciated the clarity provided here. Thanks for the swift reply.

I guess it's back to the drawing boards for us :) 

[Rudy Holtkamp]

For anyone stumbling on this question:

You should use a Twilio account for handling the incoming calls in Opsgenie (integrated with JSM). There is a native integration for incoming calls which connects to the Twilio api. See also this documentation.