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OpsGenie to JSM [addComment] and [resolveIssue] Actions Failing without Error

Setting up an integration between our JSM instance and our separate (pre-existing) OpsGenie instance. JSM can open and Close Alerts in OpsGenie, but the OpsGenie integration back to Jira does not seem to be working.

I am using my email address as the username and an API token instead of a password. When I first set it up I was using my password and getting 401 errors in the activity log on the alert, but after switching from password to API token it is not giving any error, just failing to actually add comments or resolve the incidents. The Jira API Token management screen also shows that the token has never been accessed. I have revoked and tried a new token with the same results. Checked the debug logs and I'm not seeing any debugs, errors or warnings.

I have tried this with the Alerts and On-Call JSM Features both on and off in Jira, I've deleted the integration both in OpsGenie's team integrations and Jira's Webhooks page and rebuilt them. 

Screenshot 2021-12-14 125649.pngScreenshot 2021-12-14 125808.pngScreenshot 2021-12-14 130005.png

 

1 answer

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2 votes
Answer accepted
Nick H Atlassian Team Dec 14, 2021

Hi @Nean Hawe ,

Although the activity log says those actions are being sent from Opsgenie to JSM, I don't believe they are due to this configuration in your integration:

jsmcomm11.jpg

 

OEC is used mostly for on-prem instances. Based on your Atlassian site URL it looks like you are cloud so most likely do not need this enabled: 

https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/#Integration-via-OEC--for-On-Premise-Jira-Service-Management-Usage-

 

Can you uncheck that, save the integration, and retest with a new alert? You may also want to reenter the API token into the password field before saving too. 

Lol. That did it. Can't believe I missed that. Thanks!

Like Nick H likes this

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