Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,458,368
Community Members
 
Community Events
176
Community Groups

Is it possible to create Incidents in JSM when an Incident in OpsGenie is created ?

We are trying to automate our incident response and incident capture work flow. Is it possible to do the following ?

1) Create an Incident in Jira Service Management when an alert is created in OpsGenie.

2) Create an Incident OR Major Incident in Jira Service Management when an incident is created in OpsGenie.

Thanks in advance for your time and help.

2 answers

2 votes
Nick H Atlassian Team Dec 08, 2022

Hi @Jake Daniel ,

That functionality is not possible at this time, but we have a feature request you can watch, follow and vote for here: https://jira.atlassian.com/browse/OPSGENIE-737

The workaround would be to trigger the JSM issue / incident when the same condition(s) of the Opsgenie alert match on what you are filtering for with the incident rule - so the filter of the incident rule would match or be nearly identical for what triggers the outgoing automation to create a JSM issue.

0 votes
Mikael Sandberg Community Leader Dec 07, 2022

Hi @Jake Daniel,

Welcome to Atlassian Community! 

Yes, you can automatically create an incident in Jira when an alert is created, have a look at this KB on how to set it up.

In order to create an incident in JSM from an incident in Opsgenie you need to have access to incidents rules, which is only available in Opsgenie Enterprise and Standard plans, or if you are using Opsgenie that is integrated in JSM you need to be on a Premium or Enterprise JSM plan. See this KB for more information on incident rules.

Thanks for the quick response @Mikael Sandberg

I AM able to create an incident request type in our JSM instance once an Opsgenie alert is created. The incident in JSM is however NOT showing up under the Incident module/page.

It appears to me that the OpsGenie integration with JSM is capable of setting an Issue type, but is NOT currently capable of including a request type. It appears that for an Incident to display within the Incident module of JSM, both are required?

I do have OpsGenie and JSM Enterprise plans, but do not see any options there for creating an Incident in JSM based on Opsgenie Incident rules (nor via the JSM cloud integration). This appears to be focused on alerts in OpsGenie and NOT Incidents in OpsGenie.

My desired work flow is as follows:

1) Alert is created by *other* integration in OpsGenie > Trigger creation of JSM Incident or JSM service request (based on criteria set).

2) Specific alert criteria would ALSO create an Incident in OpsGenie, based on Incident Rules defined in OpsGenie (this has been done)

3) Once the OpsGenie Incident is created as part of step #2 above > I want to create Major Incident in JSM. Essentially triggering off the Incident creation in OpsGenie.

Is #3 possible today ?

Sincere thanks and appreciation for your time and help.


Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
TAGS

Atlassian Community Events