Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

On-call based on customer


I have several clients with different SLA configuration in my Jira Service Management portal and I would like to setup on-call in OpsGenie depending on the SLA attached to a Client. I tried several options (based on custom field) but could not make it work. I can see that the integration is passing customer's name in a custom field to OpsGenie but I cannot seem to make use of it. Does anyone have any suggestion on how to distinguish the Organization of the Reporter in the Alert in OpsGenie and based on that decide if the oncall should be triggered or not?

1 answer

1 vote

Hey there Tomasz, 

Thanks for writing into Statuspage Community, I'm Talar from the Atlassian team, happy to help.

Let me preface the info below with our recommended set up for routing alerts: 

  • Routing Rule --> Escalation Policy --> Schedule, team or user

What you can do here is use the filter "Details (key-value based)" within the routing rules of the team to determine which escalation to route the alert to. 


Screen Shot 2022-04-17 at 10.19.20 am.png

If you set up multiple Escalations within your team, one per customer, or one per SLA type (whatever works for you), you then then have any different routing filters to route the alert to the escalation that matches. 

Hope this helps! 


Well, I tried that.. I already have routing rule in place and only call my team members when P1 or P2 alert is created. When I added Key-Value field of Company and the name of one of the companies I want them to be called for assistance, it did not work at all. I think this field is not passed to OpsGenie from Jira Service Management....

I am on Jira SM Cloud. Is there a way to know which fields are passed to Opsgenie?

Hey Tomasz, 

Sounds like you might need more specific individual support. 

Please pop through a ticket at and one of our Support Engineer will be able to take a look at your instance and help get you set up. 


Suggest an answer

Log in or Sign up to answer

Atlassian Community Events