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Notifications from Opsgenie

Uffe David
Uffe David
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January 17, 2025

I am in the process of setting up Opsgenie to work with Jira Service Management. Integration is established, but I'm struglling to get notifications to work. Opsgenie is a standard version.

I have setup teams, on-call schedules, escalations and routing in Opsgenie. But I end with a number of notifications related problems that I cannot figure out how to solve. Please help!

Ideally I would want to trigger notifications to the on-call user when a new incident ticket is raised in Jira Service Management. Notification should follow escalations defined etc.

  1. It appears as if I have a have "shadow team/invisible team" that gets assigned to all newly raised tickets - even if I disable all on-call teams
  2. I would want to have 3 teams, but I cannot get the system to respect 3 teams. Appears as if the only team that works, is the "invisible team" (which potentially is based on the first team I created)
  3. When a ticket is raised in JSM, then it triggers two alert in Opsgenie. one for the incident and one for the team - how can I limit it to only alert for the incident
  4. Updates to tickets aren't reflect back and forth between JSM and Ops.

Please advice what to do.
Any help is much appreciated.

 

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Egor
Egor
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 20, 2025

Hey Uffe, 
Welcome to Atlassian Community! 

Thank you for sharing these details! To help you resolve these issues effectively, I recommend opening a support case with us. This will allow our team to dive deeper into your specific setup, review your integration configurations, and pinpoint the exact cause of the problems you're experiencing.

When creating the support case, please include:

  • A detailed description of the issues (you can copy-paste what you’ve shared here).
  • Screenshots of your integration settings in Integrations > Jira Service Management > Advanced Settings.
  • Any relevant logs or examples of duplicate alerts and routing behavior.

You can open a support case by visiting https://support.atlassian.com/contact. Select "Opsgenie" as the product, and we’ll take it from there!

Best Regards,
Egor

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