OpsGenie alerts to Service Desk ticket creation

[Derek Stevenson]

Hi all!

I'm having troubles getting OpsGenie alerts (any manual or auto) to create a ticket in next-gen service desk (cloud). I have Service Desk to OpsGenie working though. Is there good step by step process for this somewhere?

It is SSO and 2 factor log in for Jira, So i think i'm looking for how to allow OpsGenie to talk to Jira via a SSO 2fa set up. REST API

[Nick H · Accepted solution]

Hi @Derek Stevenson

The best place to troubleshoot Opsgenie > JSD is in the alert's Activity Logs, as well in the Logs found under Settings > Debug.

The Activity Logs only show the response such as a 400, 401, etc. - but the debug Logs will provide more details to the error.

Typically SSO issues are related to a 401 or 403 which is an authorization issue. To solve this, please use an API token in the password field on the JSD configuration: https://confluence.atlassian.com/cloud/api-tokens-938839638.html

Steps in Jira to produce a token: Profile > Manage your account > Security > API Tokens > Create and manage API tokens > Create API token > Copy/paste new API Token into the integration's password field:

Again - check the logs and errors shown, and feel free to report back here with any additional questions or issues.

Best,

Nick

[Derek Stevenson]

Thank you so much @Nick H amazing service A+

[Nick H]

Of course! Please let us know if you happen to run into any other questions or issues.

Best,

Nick