Opsgenie push update to Jira SD doesn't work

Miroslav Janousek April 16, 2020

Hi guys , 

I'm trying to enable two way communication from Opsgenie to Service desk project , but despite I configured everything i found in the manual pages , It just won't make an update into the service desk ticket. Is there something I'm missing ?

I configured automation part in SD , issues created + matches type Incident + opsgenie team webhook api key

Opsgenie JiraService Desk webhook have market send updates to SD when matched all alerts with default mapping , I filled URL , username , password and project key accordingly , but when i ack the alert no comment is created in the SD ticket.

Am I missing something ?

Both products are cloud based subscriptions , JiraSD is free sub , Opsgenie is Enterprise sub.

 

Thanks.

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Kate Clavet
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 16, 2020

Hi @Miroslav Janousek Great question! Did you check the logs to see what the error message says? That might help us determine what's going on there. 

Best,

Kate 

Miroslav Janousek April 16, 2020

Hi @Kate Clavet , yes , later I noticed in the history log there's a log entry that says "Could not send [addComment] action to JiraServiceDesk .... Reason: 403 Forbidden" , and just now i found debug log saying

"responseBody": "Basic auth with password is not allowed on this instance\n",

Is there some configuration option in the JiraSD integration that i missed ? I filled in all credential parameters.

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Miroslav Janousek April 16, 2020

I just solved it , I had to configure API token in my user profile settings in the Jira SD and use it as password. The updates are working now.

New day , fresh mind...

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Kate Clavet
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 17, 2020

Hi @Miroslav Janousek glad you figured it out! Thanks for letting me know. Have a great day! 

Devin Ponda June 28, 2021

Where is this located? 

I just solved it , I had to configure API token in my user profile settings in the Jira SD and use it as password. The updates are working now.

New day , fresh mind...

Miroslav Janousek June 28, 2021

You click on your profile icon --> manage your account --> security tab --> manage API tokens

 

https://id.atlassian.com/manage-profile/security

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Devin Ponda June 29, 2021

Thank you Miroslav! 

I do have a ticket open with support to determine how I can use a generic 'service' account for this OpsGenie to Jira SM integration instead a named user account.

 

Thanks again!

Miroslav Janousek June 29, 2021

I solved this one by registering our functional mailbox as operator and linked it with JiraSD , yes you spend one account entitlement but it works 🤷‍♂️

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