Unmerging Jira Service Management and Opsgenie

[Robert Pawlak]

We are going to ask for unmerging Jira Service Management and Opsgenie. My question is if our current setup and configuration of Opsgenie will stay the same as it is now (teams, users, integrations, on-call escalations and schedules).

[Robert Pawlak · Accepted solution]

Answer from support:

"Please note that all settings, such as integrations, schedules, and teams within Opsgenie, will be preserved when the un-merge occurs. No features within Opsgenie will be lost by processing this un-merge. The changes you will experience as a result of splitting the merge include the restoration of features, such as:

- Incoming call routing

- Live chat support

- Free Stakeholder roles"

[Robert Pawlak]

But.. there is another issue:

"Splitting Opsgenie instance is not available for the CCP sites"

I don’t understand, what actually happened here. We have never asked for Opsgenie related actions nor moving to CCP billing. It sounds very strange. I wonder how many Atlassian customers are affected.

[Robert Pawlak]

Issue fixed: OPSGENIE-1633  (“Unable to split Opsgenie from JSM if it has been previously merged with JSM and Atlassian Site is Billed in CCP”).

[Shashwat Khare]

Hey @Robert Pawlak ,


Yes, this is fixed and our CA Team should be able to help you with the split.

Could you please log a ticket with us for the same using this link?


Best,
Shashwat

[Elelta D]

Hello there Robert!

Welcome to the community :-) 

Yes, you can split OpsGenie from Jira Service Management (JSM), but there are specific conditions and steps involved in the process and requires coordination with Atlassian support teams to ensure the process is completed correctly.

Please open a ticket here: https://support.atlassian.com/contact/ 

Elelta

[Robert Pawlak]

Hi @Elelta D , thanks for info. I've already opened a ticket on 23/Apr/24, but got no answer up to now. Could you please check CA-2937816? Thanks!

[Robert Pawlak]

And I know there is an option, but my question is if after unmerge our current setup and configuration of Opsgenie will stay the same as it is now.