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Jira tickets are not getting created on email alert receive in Opsgenie

I integrated Opsgenie with Jira. I would like Jira to create a ticket if an alert receives in Opsgenie. I am testing it with an email. I can see email alerts in the Alert tab, but it is not creating a ticket in Jira. If I create a ticket in Jira I can see the alerts in Opsgenie, that a ticket created but it's not creating tickets if I send an email to Opsgenie. What I'm doing wrong? How it'll create a Jira ticket if an alert email receives? Attaching screenshots. Appreciate your help

Opsg_01.JPGOpsg_02.JPGOpsg_03.JPGOpsg_04.JPG

1 answer

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Answer accepted
Robert Atlassian Team Aug 12, 2020

Hi @Shah Baloch !

 

Could you try unchecking the "Send via OEC" box in your integration settings? Unless you have OEC set up and running, which isn't needed for most cloud deployments, that will change how we route issues back to Jira.

 

Another thing worth checking is that you have used an API Token in the password field of the integration settings.

 

Hope this helps!

Yes, I used API token in the password field earlier, I just removed Jira from the Opsgenie integration tab, and deleted OpsGenie from WebHooks in Jira and started over. I am not checking "Send via OEC" this time from the OpsGenie side and entered Jira password instead of API token. From Jira's side, I pasted the new URL in WebHook and saved it.

I sent a new email, it is showing the email in the "Alerts" section in OpsGenie but it is not creating a Jira ticket. Is there any other setting I have to check? Thanks for your help.

Robert Atlassian Team Aug 12, 2020

@Shah Baloch Just to clarify, we do want to use the API token in the password field. So it sounds like you may need to switch it back in the integration settings.

 

A good thing to check here is if the alert is attempting to send the action to Jira in the first place. You should see log entries like this in the alert's activity log: image.png

If it tried to create a Jira issue but failed, then it should also give us the reason why there. As long as the integration is assigned to the same team the alert was created for, it should be trying to do something here.

Like Shah Baloch likes this

I started over after removing links from both ends. For some reason, it does not create a Jira ticket once an alert receiver in Opsgenie.

Why it is showing "Never Accessed" from the API Token page? I just need to create an API token and paste it into the Password/ API Token field in Opsgenie, right? or do I have to enter it somewhere in Jira?


Thank you for your help!

opsg-81220-01.JPGopsg-81220-02.JPGopsg-81220-03.JPGopsg-81220-04.JPGopsg-81220-05.JPG

This is the screenshot of Activity Log

opsg-81220-06.JPG

Robert Atlassian Team Aug 12, 2020

@Shah Baloch In your integration filters I see

PRIORITY GREATER THAN P3

as a requirement to create a Jira issue. Could you try this with a P1/2 alert or change that field to "Match all" for now?

image.png

Also, feel free to follow up in our chat support (blue icon in the lower-right hand corner of the screen) and we can work through this there as well!

Like Shah Baloch likes this

This is can be closed. I reached out to support. Thanks

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