Is anyone using Jira SD with OpsGenie?
Asked by Rob:

We are trying to setup the integration so once an alert is acknowledged in OpsGenie by a Tech then Jira SD will assign that Tech to the service request.


Answers:
author: Samir
body: Hi Rob!

This could be possible by configuring the Jira Service Desk integration via [Marid.](https://docs.opsgenie.com/docs/jiraservicedesk-integration#section-integration-via-marid-for-on-premise-jira-service-desk-usage)

With marid, the flow will be Opsgenie -\> Marid -\> JSD. That way, you can edit the script in marid to be able to assign issues to the respective "Tech" in JSD via [Jira API](https://developer.atlassian.com/cloud/jira/platform/rest/v3/?utm_source=%2Fcloud%2Fjira%2Fplatform%2Frest%2F&utm_medium=302#api-api-3-issue-issueIdOrKey-assignee-put) when marid receives the acknowledged action from Opsgenie.

Our default Jira Service Desk integration does not map acknowledged -\> assign user, but when you select the option to send via Marid, you can really achieve any sort of custom mapping you want, as long as it's possible to achieve via Jira API. Hope this helps!

-Samir

comments: author: Rob
body: Samir...thank you. I am working with our IT team to see if Marid is an option. Do you know if there are any plans to integrate further with OpsGenie so that this mapping can be accomplish without introducing Marid? Thank you in advance for your help


author: Samir
body: Hi Rob - yes, we do have some feature requests to be able to map more actions between Opsgenie and JSD by default. So hopefully in the future some of these will be implemented so this flow of acknowledgment -\> assign issue can be achieved in the integration settings itself without marid.


author: Rob
body: Samir..thank you for your reply. Is there also a request in for putting links in OpsGenie alerts that will allow the tech to access the ticket after selecting the link opening either Jira SD or mobile app?


author: Samir
body: Rob - this is already possible by adding the url of your Jira instance into the fields in the integration and concatenate the issue key field. Here is a screenshot indicating how to do so. In my example, the jira url is <https://samirdemo.atlassian.net/browse/> and then I'm just adding the issue key field to the end of it. So each time an alert is created in Opsgenie from a Jira alert, it will add the link to the ticket for example <https://samirdemo.atlassian.net/browse/ISD-70> (where ISD-70 is the issue key that is added to the end of that url to create the link)![Opsgenie_-_Integrations.png](https://community.atlassian.com/t5/image/serverpage/image-id/47870i70C1D55D7A6FC841/image-size/large?v=v2&px=999 "Opsgenie_-_Integrations.png")


author: Rob
body: I will have to try this...thank you


author: Rob
body: Just tested and it works perfectly! Thank you for your help on this


author: Samir
body: Great to hear! No problem.


author: Ali Khalid
body: We are using JSD -\> Opsgenie -\> JiraOps.

Short answer (for ppl looking to see if this Opsgenie is the right tool for them) - I would **NOT** recommend using Opsgenie, maybe in a few years but in its current form the product is not mature for Production use and the support from Opsgenie is nonexistent.

Issues:

Priority Structure: Opsgenie has a priority structure that is different from Jira and the mapping doesn't work. If you are looking at Opsgenie because you are heavy jira user, consider another solution.

Integration - The way the integration works right now is that you can only alert to one team. We have multiple teams supporting various components, we had to hack the solution to get it to work. The integration is not ready for production use.

Support - No support available, the documentation is incorrect. You are essentially on your own.


author: Monique vdB
body: Hi [@Ali Khalid](/t5/user/viewprofilepage/user-id/1206831)thanks for your feedback. I want to clarify for users that support for Opsgenie *is* available; on this very thread you can see a member of our team helping a user, and I see you also have a ticket open with the support team who are also working with you. So saying there is "no support available" is factually incorrect.

That being said, if you see errors in the documentation, please do let us know so we can correct them.


author: Rob
body: Just to chime in here...the support I have received to date has been excellent and I have been working in customer support since the 80s. I would agree that the integration between OG and Jira SD is not yet fully mature....but I believe the only way they get there is by providing good detail driven feedback that will allow them to make the needed changes required to reach that maturity. My $.02


author: Oliver Moore
body: Hi,

Any update on
> we do have some feature requests to be able to map more actions between Opsgenie and JSD by default. So hopefully in the future some of these will be implemented so this flow of acknowledgment -\> assign issue can be achieved in the integration settings itself without marid.

It doesn't seem possible to do some basic things like automatically assign the OpsGenie responder to the JSD Incident that triggered the alert

Regards,

Oliver


author: Chris Haworth
body: Been using Opsgenie for a few months, and in the process of implementing JSD.. can say it would be extremely helpful to automatically assign the OpsGenie responder to the JSD Incident that triggered the alert.


author: Oliver Lloyd
body: The support I've had with OpsGenie is brilliant!

comments: author: Jack Nolddor [Sweet Bananas]
body: Me too!


author: Miroslav Preradovic
body: Me too!


Tags: cloud

confluence

confluence-cloud

jira-service-desk