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Integration from opsgenie to Jira Service Desk

Hello there,

I am integrating opsgenie with Jira service desk. I want a ticket to be created on the Jira service desk whenever there is a p1/p2 alert or when an alert is turned into an incident. I want to use the SLA policy for the clients and stop the timer on the incident when we are waiting for the client to provide some details. I want the Jira ticket to be updated with opsgenie updates. I am aware of using OEC. But, the issue is I am using a MacBook, I have tried getting opsgenie edge connector. But, it does not work for some reason. I have tried using the docker image as well. But, that did not help as well. 

I want your advice on the following things:

1. How to use OEC on Mac and integrate opsgenie with jira?

2. If I want to use this OEC on a gateway manager (Linux), how do I install OEC on it?

3. What is the best way to OEC on gateways?

 

We are trying to automate everything while providing customised information about the alert, so how can we achieve it?

1 answer

0 votes
Connor Eyles Atlassian Team Oct 11, 2020

Hi @Shraddha Karankot 

I want a ticket to be created on the Jira service desk whenever there is a p1/p2 alert or when an alert is turned into an incident. 


You can achieve this by setting action filters on your Jira integration. So you set the condition like If an alert is P2 or higher Create a Jira ticket https://docs.opsgenie.com/docs/advanced-integration-settings#2-action-filtersImage 2020-10-12 at 1.30.52 pm.png

I want to use the SLA policy for the clients and stop the timer on the incident when we are waiting for the client to provide some details.

Are you talking about the elapsed time field? As there is no way to stop this field or is this relating to an incident in Jira?

I want the Jira ticket to be updated with opsgenie updates.

This can be defined in the same section we talked about action filters, In the integration itself you can map the actions for updating the Jira ticket with Opsgenie updates  https://docs.opsgenie.com/docs/jira-integration#action-mapping-feature


How to use OEC on Mac and integrate opsgenie with jira?

Start with going over the OEC overview here https://docs.opsgenie.com/docs/oec-overview
Follow the Installation and configuration pages for OEC

https://docs.opsgenie.com/docs/oec-installation
https://docs.opsgenie.com/docs/oec-configuration
https://docs.opsgenie.com/docs/oec-running

The next steps are making sure the OEC tick box is enabled on the Jira integration https://docs.opsgenie.com/docs/jira-integration#configuring-jira-software-integration-for-oec

If I want to use this OEC on a gateway manager (Linux), how do I install OEC on it?

These are the Supported OS versions. OEC has been tested in the following environments:

  • Ubuntu 16.04 and later (Debian 9 and later)
  • RHEL 6 and later (For RHEL 6.x.x, we have a different package)
  • Windows Server 2012 and later

What is the best way to OEC on gateways?


You can install OEC on the following servers but if you are wanting to know more information on how to pass the traffic through a gateway.

When your integration has "Send via OEC" enabled - it creates a queue in Amazon SQS where the Opsgenie alert data will be pushed to. And then when you paste in the API key into the OEC config file and start OEC, OEC is then subscribed to that queue.

So the sqs domain should be the only url that OEC will need to access. 

My suggestion if you are wanting help or have specific errors with setting up OEC you can create a support ticket at https://support.atlassian.com/ or utilize our in-app chat support (blue bubble in the bottom right corner when logged into Opsgenie)

Thanks,
Connor

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