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JSM assigning tickets from Opsgenie on-call callandar

When we started looking into Opsgenie there were two possible features we were very interested in. One being the auto-notification to the person on call, which will be fine if we upgrade to standard.

The next biggest is a way to have JSM access the on call list directly.

There are a few of scenarios:

1. A ticket comes in for a standard issue that does not need alerts. We would like the helpdesk agent to assign it to (SE on-call schedule) for example and it auto populates the name and sends the proper notifications.

2. We have a automated ticket created from an alert or whatever, and in the automation I can set the assignee to the team on-call.

3. This would be extremely useful but not a deal breaker. It would be helpful if the person who acknowledged the alert was automatically set as the assignee. For example if the backup acknowledged an alert on a ticket from JSM, it assigned the ticket to that person.

 

Is there a way to do any of these in the Basic functionality for testing, is this something we can do if we upgrade to standard or are none of these available?

1 answer

0 votes
Connor Eyles Atlassian Team Jan 24, 2021

Hi Chris!

Hope you are well :)

1. What the helpdesk agent can do is view the on-call page and manually assign an SE accordingly. To view the Oncall schedule the helpdesk technician can view all the on-call schedules and assign them accordingly.

Image 2021-01-25 at 3.20.09 pm

But if you are talking about auto assigning the SE on an Opsgenie alert based on an evaluated ticket in Jira this can happen automatically. The Opsgenie alert is created from Jira Service Management through webhooks, You can find more information here https://docs.opsgenie.com/docs/jiraservicedesk-integration 

You can set JQL queries on when these triggers are created OR set up filters within the Opsgenie integration to only create alerts based on parsed information.

For Item 2 & 3 for automatically assigning the assignee in Jira based on the Opsgenie technician this can happen. At the moment there is no straightforward way to achieve this but a combination of the Integration’s Action Mapping + Automation Rule can be used to map 1-to-1. 

I can provide these steps if you want to go down this path :)

Thanks,
Connor

@Connor Eyles if you could supply the steps for 2 and 3 that would be appreciated, we are attempting to do exactly that and our process is ...lengthy....would greatly appreciate seeing those options! 

Connor Eyles Atlassian Team Jan 26, 2021

Hi @Scott O_Neil 

Here are the steps on how to do the workaround :)

1. In Opsgenie - Map the integration to add a comment on the ticket when the alert is acknowledged:

Image 2021-01-27 at 12.08.17 pm

2. In Jira - Create an Automation Rule that filters on the user's name and assigns them to the ticket:

Image 2021-01-27 at 11.57.51 am

Note - Multiple automation rules will need to be configured for each assignee, but they can be easily copied/cloned. 

Simply rename the rule > adjust the IF condition > adjust the THEN condition

Thanks,
Connor

Like Scott O_Neil likes this

Hi Connor Eyles Any luck making this a built in feature in Opsgenie/ Jira? 

Like Chris Thomas likes this
Connor Eyles Atlassian Team Jul 18, 2021

Hi @Chris 

So far this is not a built-in feature, however, you can track this feature request here: https://jira.atlassian.com/browse/JSDCLOUD-9731

Thanks,

Connor

Just quickly chiming in here that this is also a feature we're looking for as a new OpsGenie customer. In our use case, we have numerous on-call teams and the on-call engineers on each team are quite fluid. Meaning that the (essentially) hardcoded mappings in the Automation Rule would require constant update and could be error-prone. However, it does act as a workaround until (if ever) such a feature is built-in.

Another route we're exploring is to build a Lambda function using Jira and OpsGenie APIs that will periodically (e.g. every hour) set the JSM Component owners to be the on-call of said Component (our Components are mapped to on-call teams). Our processes that generate JSM Incidents automatically map Incidents to Components and in turn the appropriate on-call since the Lambda function would keep the Component owners up to date.

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