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Opsginie incident handler from Salesforce Case

Ricardo Gonzalez August 12, 2024

Can Opsgenie monitor events from Salesforce Service cloud?

then create tickets in Jira, etc?

1 answer

1 accepted

1 vote
Answer accepted
Slifer August 12, 2024

Yes, Opsgenie can track events from Salesforce Service Cloud and create tickets in Jira, along with supporting various other integrations. Here's an overview of how it works:

1. Salesforce Service Cloud Integration:

- Event Monitoring: Opsgenie can be connected with Salesforce Service Cloud to monitor specific events like case creation, status updates, or other defined triggers.
- Custom Workflows: You can configure custom workflows in Salesforce to send notifications or trigger API calls to Opsgenie when certain events occur.

2. Generating Alerts in Opsgenie

- Once integrated, Opsgenie can receive these events as alerts.
- These alerts can include detailed information from Salesforce, such as the case number, description, and priority level.

3. Initiating Actions (e.g., Creating Jira Tickets)

- Jira Integration: Opsgenie seamlessly integrates with Jira, enabling it to automatically create issues or tickets in Jira based on the alerts it processes.
- Automation Rules: You can set up automation rules in Opsgenie to define when and how these tickets are created in Jira. For instance, if a high-priority case is logged in Salesforce, an alert can trigger the creation of a corresponding high-priority ticket in Jira.

4. Bidirectional Synchronization:

- In some configurations, Opsgenie can keep the Jira ticket updated with changes from Salesforce and vice versa, ensuring both systems remain synchronized.

5. Escalations and Notifications:

- Opsgenie can escalate issues, notify the appropriate teams, and perform additional actions based on the alert status or responses from Jira.

6. Setting Up the Integration:

https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-salesforce-service-cloud/

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