OpsGenie Alert -> Jira Issue Not copying over the alert description

[Jordan Lee]

I feel this should be a very simple task. I have tried both with the old JIra integration and the new Jira Integration in OpsGenie with no luck. I am able to get OpsGenie to create a Jira issue when the alert is acknowledged. However it simply just creates a blank issue with only the title/summary of the alert being copied over. I would like it to copy over the description of the alert to the issue as well. But that isnt even an option in the settings for the integration?!

[Nick H]

Hi @Jordan Lee ,

That should be possible with the newer cloud Jira integration. You'd want to create Jira issues when the alert is ack'd. That setup would look something like this:

You can customize which alert fields map to which Jira fields under the section above with the arrow:

And here's a test in action:

Note that you probably only want one Create Alert outgoing action for this use case - otherwise others might match:

[Jordan Lee]

Hey @Nick H ! Thank you for the quick and concise reply! I think the issue here is I dont get that "Description" field in my "Customize Issue Fields". Is this something that needs to be set on the Jira side of things for it to show up for me? As you can see below its missing.

[Nick H]

Hi @Jordan Lee ,

I believe that might be the case. I think you should be able to check for the Description field by "creating" an issue under the same project assigned the integration.

Before creating the issue, click into the Find my field option, and search for the Description field (or others):

My guess is you may see some warning of the field not being included for whatever reason under this project.

From the same screen, you should be able to add it into Issue Screen. That warning would look like this, and can be added by clicking into the Issue Screen:

[Jordan Lee]

@Nick H 

Interesting. So that for sure is the issue! When I go to view the fields I only see "Show fields" (I would assume that this is a permissions issue maybe?). I also don't get a search bar I only get "All Fields or Custom Fields" not a search bar like yours. 

However, Once clicking on the "Show Fields" and sorting by "All Fields" I see that description isn't even in the list. Also this is all greyed out (assuming permissions issue again).

[Nick H]

@Jordan Lee ,

Yeah I believe that all is related to permissions with your role so you may need to connect with the project admin or a site admin in general to follow the steps above, and get the Description added into the project.

Once it's added into the Issue Screen, I believe it should reflect in Opsgenie and be available to map following.

[Jordan Lee]

Thanks @Nick H !

Sounds good, reached out to my direct report and will see where I can get. I appreciate your help and ill follow up with you once I get this working. Thank you for explaining that. I never would have thought it was an issue with my Jira permissions. I just figured it was a limitation of the Integration.

[Jordan Lee]

Hey @Nick H , 

Do you know where or what permissions within Jira would cause this integration to not be working as we have discussed?