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JSM is creating OpsGenie alerts without summary

Allen Furnas February 26, 2022

We have Jira Service Management (JSM) premium which provides integration to OpsGenie. Unfortunately, the alerts created in OpsGenie by all have the message of: [issueKye] Incident raised 

 

I tried the just released new JSM integration which allows selecting {{summary}} for the message, but now I get 2 alerts for every JSM ticket raised. 

How can I get just a single alert, but have the JSM ticket summary in the alert message?

2 answers

0 votes
Eric Smith July 11, 2022

For anyone else that runs across this issue, its because the Responder Alerts are enabled in your Incident Management section of your JSM portal. You need to either use the integrated OpsGenie alert and set up your affected services to point to the proper team in Jira, or disable it and create your own custom integration via triggers in OpsGenie

0 votes
Justin Sitarz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 28, 2022

Hi Allen!

 

Justin here, from Opsgenie support - happy to help!

 

Without seeing your particular integration configuration, I can only speculate, but my best guess is that the default settings for the 'Message' field in your JSM integration have been altered to remove the JSM summary value, and instead include the issueKey value instead. 

 

For reference, in the 'Advanced' settings of a default legacy JSM integration, here is what the Message field is set as:

 

jsm-default.png

 

which should result in an alert message that includes your JSM summary text. Could you check your integration settings to see if this has been changed? If it has, you can simply drag and drop the blue Summary box from the right hand side into the Message field area, and it will populate the JSM summary text into the alert messages when it's created. 

 

If that's *not* the issue, I would recommend opening up a support ticket with us at https://support.atlassian.com, so that we can get access to and investigate your particular account to see what's going on here. 

 

Thanks!

 

Justin S

Atlassian Cloud Support

Allen (CES) February 28, 2022

Thank you for the reply.

 

Here is the problem, in Settings > Integrations, I do not see an integration for the default legacy JSM integration. 
-
When I add a default legacy JSM integration, it seems to be ignored. 
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A few days ago, I added a new JSM integration and now I am receiving two alerts for every incident. One generated by the new JSM integration and one generated by a phantom legacy integration that I cannot see where to turn off.

Note: We have JSM premium and are using OpsGenie as part of the JSM service.

John M
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 28, 2022

Hi Allen,

If the legacy Jira integration seems to be missing from your Integrations list, can you please try using the category filter for "BiDirectional" and see if it shows up?

 

bidirectional_filter.png

Allen (CES) February 28, 2022

That did not make it appear.

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I added an integration for Legacy JSM. It is enabled but the alerts appear to be ignoring it. They were being generated with it anyway.

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In JSM, we have Alerts turned on to generate OpsGenie alerts. My guess is that there is a hidden integration over which we have no control. Of course, I'm totally guessing here.

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Do I need to turn off OpsGenie integration in JSM and only use it from OpsGenie?

Justin Sitarz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 1, 2022

Hi Allen, 

 

I think at this point it might be beneficial for you to open up a support ticket with our team, so that we can pull up your account and see the exact configuration in both JSM and Opsgenie - without that it may be difficult to troubleshoot. 

 

Could you raise a new support ticket here, when you have a chance?

 

https://support.atlassian.com

 

Thanks!

 

Justin S

Atlassian Cloud Support

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