Jira to OpsGenie - Vice Versa

[Greg James]

Hello all!

I'm having issues with getting the full functionality of Jira to Opsgenie integration working.  Specifically, being able to have Opsgenie alerts be ACK'd and CLOSED through the JSM incident.  

I've got the integration turned on through webhook API.  Issue created and updated are both checked.
All alerts (incidents) flow into Opsgenie
All paging/on-call/rotations work 

It's just that I cannot figure out how to get the Opsgenie alert to be ACK'd when the JSM incident is set to Work in Progress nor can I get the alert to be closed when the JSM incident is Resolved.  

Same on the reverse.  When/If we ACK/Close on the Opsgenie side, it's not flowing to the appropriate JSM incident.

Help - I'm pulling my hair out.  

[Alan Violada]

Hey Greg, Alan here from the Opsgenie Support team.

To get the incoming flow working so that the Opsgenie alerts get acknowledged/closed based on the status in JSM, you might need to tweak the incoming alert processing rules in the integration settings in Opsgenie.

For the ACK, you wanna configure the rule to catch the status EQUALS "In Progress" and webhookEvent equals "jira:issue_updated":

For closing the alert when resolved in Jira, the default rule usually does the trick, but you might need to tweak that depending on the status/workflows of your issue. 

If that still does not work, it is probably worth checking the logs to see if you can spot any errors: Search logs or feel free to create a ticket with us at Atlassian Support!

For the Opsgenie -> JSM flow issue, you want to make sure that the "Outgoing authentication" option is enabled and properly configured in the integration settings, and that all the necessary outgoing rules are configured:

Related documentation: Integrate Opsgenie with Jira Service Management 

One thing worth keeping in mind is that some of the above options and functionalities might not be available depending on your subscription tier.

Regards,

Alan