youngmon/atlassian-qna huggingface dataset:
Jira to OpsGenie - Vice Versa
Asked by Greg James:

Hello all!  

I'm having issues with getting the full functionality of Jira to Opsgenie integration working. Specifically, being able to have Opsgenie alerts be ACK'd and CLOSED through the JSM incident.   

I've got the integration turned on through webhook API. Issue created and updated are both checked.  
All alerts (incidents) flow into Opsgenie  
All paging/on-call/rotations work   

It's just that I cannot figure out how to get the Opsgenie alert to be ACK'd when the JSM incident is set to Work in Progress nor can I get the alert to be closed when the JSM incident is Resolved.   

Same on the reverse. When/If we ACK/Close on the Opsgenie side, it's not flowing to the appropriate JSM incident.  

Help - I'm pulling my hair out.


Answers:
author: Alan Violada
body: Hey Greg, Alan here from the Opsgenie Support team.

To get the incoming flow working so that the Opsgenie alerts get acknowledged/closed based on the status in JSM, you might need to tweak the incoming alert processing rules in the integration settings in Opsgenie.

For the ACK, you wanna configure the rule to catch the **status** EQUALS "In Progress" and **webhookEvent** equals "jira:issue_updated":

![Screenshot 2024-06-05 at 15.56.30.png](https://community.atlassian.com/t5/image/serverpage/image-id/328157i2A269C69FC51AE60/image-dimensions/605x80?v=v2 "Screenshot 2024-06-05 at 15.56.30.png")

For closing the alert when resolved in Jira, the default rule usually does the trick, but you might need to tweak that depending on the status/workflows of your issue.

![Screenshot 2024-06-05 at 16.01.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/328158i6A1A40DC21F61038/image-size/large?v=v2&px=999 "Screenshot 2024-06-05 at 16.01.14.png")

If that still does not work, it is probably worth checking the logs to see if you can spot any errors: [Search logs](https://support.atlassian.com/opsgenie/docs/search-logs/) or feel free to create a ticket with us at [Atlassian Support](http://support.atlassian.com)!

For the Opsgenie -\> JSM flow issue, you want to make sure that the "Outgoing authentication" option is enabled and properly configured in the integration settings, and that all the necessary outgoing rules are configured:

![Screenshot 2024-06-05 at 16.04.41.png](https://community.atlassian.com/t5/image/serverpage/image-id/328159i8D865C70B5BBDF37/image-size/large?v=v2&px=999 "Screenshot 2024-06-05 at 16.04.41.png")

Related documentation: [Integrate Opsgenie with Jira Service Management](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/)

One thing worth keeping in mind is that some of the above options and functionalities might not be available depending on your subscription tier.

Regards,

Alan


Tags: integration

jira
Tags Removal through OpsGenie App
Asked by benjamin_brard:

Hello all,

I would like to remove some tags from alerts through OpsGenie Mobile App (it is feasible through the web interface). From what I see I can add tags but I can't remove it.

Is there any way to do it?

Thanks in advance,


Answers:
author: Brennan Kiely
body: Hi!

I've created a feature request to add this option to the apps - <https://jira.atlassian.com/browse/OPSGENIE-2138>

comments: author: benjamin_brard
body: Thank you very much.


Tags: cloud

opsgenie-cloud
How do other teams access alerts from on call in Opsgenie?
Asked by Aliona Tudan:

Hi!

Is there any way the teams to access alerts for on-call team? Currently the alerts are not visible for other teams, so clicking Slack notification, other teams are not able to see the details.


Answers:
author: Aliona Tudan
body: Hi [@John M](/t5/user/viewprofilepage/user-id/4625213) !

I have this option checked, but we need teams members with usual user roles to see alerts in general

comments: author: John M
body: Hi [@Aliona Tudan](/t5/user/viewprofilepage/user-id/3743460) ,

It isn't possible for non-admin users to see alerts that they are not a party to. If they need access to all alerts, you would need to either add the users to the alerts (or a team (or dummy team) that is a responder on the alert) or you can make them an admin or custom role that has access to view all alerts.

If you choose the 'dummy' team route, you could create a team called 'all users' (or something like that) that has no schedules or escalations, but has all users as members. Then you would create a [global policy](https://support.atlassian.com/opsgenie/docs/create-and-manage-global-alert-policies/) to add the 'all users' team to all alerts which would allow all users to view all alerts.


author: Aliona Tudan
body: [@John M](/t5/user/viewprofilepage/user-id/4625213) how can I add team to the alert? I see only these options:

![Screenshot 2024-06-06 at 14.14.18.png](https://community.atlassian.com/t5/image/serverpage/image-id/328335i3BBDBB615891AB9C/image-size/large?v=v2&px=999 "Screenshot 2024-06-06 at 14.14.18.png")

Assigning means selecting user , but not the team.

I don't think our billing plan allows us to create configurations (I don't see those).


author: John M
body: [@Aliona Tudan](/t5/user/viewprofilepage/user-id/3743460) You can use the 'add responder' option to add the team.


author: Aliona Tudan
body: Add responder allows me only to select a user. Is there a setting to change that to the team [@John M](/t5/user/viewprofilepage/user-id/4625213) ?


author: John M
body: [@Aliona Tudan](/t5/user/viewprofilepage/user-id/3743460) ,

I just tested this on all plans, including the free plan, and was able to add teams to existing alerts in all cases using the 'add responder' button.

![2024-06-10_14-02-47.png](https://community.atlassian.com/t5/image/serverpage/image-id/329006i3B927ADE9FCD60AE/image-size/large?v=v2&px=999 "2024-06-10_14-02-47.png")

There are no other settings in relation to this, that I'm aware of.


author: Aliona Tudan
body: Okay, I found what was wrong - I tried to assign the alert, not to add respondent. Sorry for confusion [@John M](/t5/user/viewprofilepage/user-id/4625213) and thank you for your help!


author: John M
body: Hi [@Aliona Tudan](/t5/user/viewprofilepage/user-id/3743460) ,

Users in Opsgenie can only see alerts they are added to unless they are admin users or have a custom role that allows them to see all alerts. For admin users, they will see this option: ![2024-06-04_16-40-49.png](https://community.atlassian.com/t5/image/serverpage/image-id/327930iD6479CDC86A81947/image-size/large?v=v2&px=999 "2024-06-04_16-40-49.png")
? Download Number of Alerts Detailed
Asked by Guilherme Martins:

Hello Everyone, how are you?

I need to do the Download Number of Alerts Detailed, but until last week the message column appeared in file .csv. This week for my surprise this column no appear more. :(

Regards  
Guilherme


Answers:
author: Nayan Pandey
body: Hi Guilherme,  

Thank you for contacting the Opsgenie community.   

We understand you wish to see message details in the new Analytics UI.  

We have a Bug for this issue, which can be found [here](https://jira.atlassian.com/browse/OPSGENIE-2134). I would like to suggest that you both vote for this issue (by clicking 'This affects my team') and leave a comment to express your thoughts and provide additional information. This will increase its visibility to our development team. Please also be sure to watch it, so that you are notified when this is fixed in a future release. I also recommend that you follow this issue so that you can receive notifications when it is resolved in a future release.  

If you're interested in understanding our process for bugs, you can find additional information on the Atlassian cloud Bug Fix Policy page at [link.](https://confluence.atlassian.com/support/atlassian-cloud-bug-fix-policy-206865884.html)  

Regards,  
Nayan

comments: author: Guilherme Martins
body: Hi [@Nayan Pandey](/t5/user/viewprofilepage/user-id/5511616) , Are you fine?

In the past this problem was fixed, but last week the problem reappeared.  
The below link shows the problem in the past.  
<https://community.atlassian.com/t5/Opsgenie-questions/Download-Number-of-Alerts-Detailed/qaq-p/2662836>

Regards  
Guilherme


author: Nayan Pandey
body: Hi Guilherme,  

I am doing well. I hope you are doing good too.  

I understand that this problem has resurfaced but I am happy to share that our engineering team has fixed this issue now and you should be able to see the 'Message' column on the Alerts Report now.  

Regards,  
Nayan


author: Guilherme Martins
body: Hi [@Nayan Pandey](/t5/user/viewprofilepage/user-id/5511616)

The problem was resolved, thank you so much for solution!

The new interface is great and perfect now!

:)

Regards


Tags: cloud

opsgenie-cloud
OpsGenie JIRA Issue creation to Slack Channel within time window
Asked by Carol McClendon:

We have an outsourced support team which works from 8am to 5pm CST.

I want to set up OpsGenie to send a slack message to a specific Slack channel when any ticket is opened in the corresponding JSM Project from 5pm CST to 8am CST and weekends/holidays.

That is all. No other on-call schedules or alerts or conditions or members of the Team.

Is this possible? I am trying to figure this out but it seems I am unable to do so.

Any help would be greatly appreciated.


Answers:
author: Mubeen Mohammed
body: Hello [@Carol McClendon](/t5/user/viewprofilepage/user-id/5385858)

Thank you for contacting the Atlassian Community.

Your requirement with JSM/Opsgenie/Slack can be achieved with the instructions discussed below.

* You require a JSM-Opsgenie configuration where Opsgenie receives the Jira Project details when a ticket is opened in JSM. If this is not already available Please set up an integration between Opsgenie and JSM. This is where you can choose a specific JSM Project. Instructions to setup Opsgenie-JSM integration: [Integrate Opsgenie with Jira Service Management](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/) \& [Integrate Opsgenie with Jira Service Management Cloud](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management-cloud/)
* Create a Dummy team where you will have a Slack integration added. Please refer to the below document for steps: <https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-slack-app/> This dummy team with Slack integration will only be used to send Slack notifications to the Slack channel configured, and no one will get any other communications as you have not added anyone or configured any escalations.
* For the last step create a Global Policy to filter alerts with specific conditions. Here you can configure the condition to create time "**Restrict to time intervals"** for your requirement times and set a matching condition based on the incoming content received from your Jira Service Management Integration. <https://support.atlassian.com/opsgenie/docs/create-and-manage-global-alert-policies/>  
  ![Screenshot 2024-06-03 at 7.50.51?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/327558iD23683DC6CB7B450/image-dimensions/309x294?v=v2 "Screenshot 2024-06-03 at 7.50.51?PM.png")

These steps will allow you to route Incoming requests with specific content to a specific team with Slack integration. Since you will not be adding any rules or schedules to this team you will not be getting any notifications except the Slack messages configured with integration settings.  

I hope the details provided are helpful.  

Regards

Mubeen Mohammed

Cloud Support Engineer


Tags: jsm

slack
Take input from one StatusPage and output to another StatusPage
Asked by Graham Lea:

Hi, I want to update our teams internal StatusPage with relevant notifications from a different 3rd party Status Page. I'm using OpsGenie in the middle to ensure that the oncall engineer is aware and can handle any potential fallout, but rather than them manually updating the StatusPage I'd like to push the notification automatically. Does anyone know if this possible, and if so can I do it with one integration or do I need multiples, one for each status page?

TIA

Graham


Answers:
author: Mubeen Mohammed
body: Hello [@Graham Lea](/t5/user/viewprofilepage/user-id/5254229)

Thank you for contacting the Atlassian Community.

Yes, automating the process of updating your team's internal Statuspage based on notifications from an external Statuspage, with OpsGenie acting as the intermediary for alerting, is both a feasible and efficient approach. To achieve this, you'll likely need to orchestrate a series of integrations, as there isn't a direct one-step solution for all these actions.  

To configure the External Statuspage to your Opsgenie instance, you can use the documentation help: <https://support.atlassian.com/opsgenie/docs/manage-external-services/>. This will allow you to add the 3rd party external Statuspage to your Opsgenie instance.   

Once OpsGenie is setup to receive alerts from the external StatusPage, the next step involves pushing these updates to your internal StatusPage and possibly notifying the on-call engineer. Follow the detailed instructions to configure Statuspage integration <https://docs.opsgenie.com/docs/statuspageio-integration>  

By following these steps and considerations, you'll create a robust and automated workflow that keeps your team's internal StatusPage synchronized with external service updates. You can achieve this requirement with one single Global Integration ( not assigned to any team).   

I hope the details provided are helpful.  

Regards

Mubeen Mohammed

Cloud Support Engineer


Tags: cloud

opsgenie-cloud
Cost for opsgenie
Asked by yogi900:

Opsgenie website shows only license cost. Is there any cost for actionable alerts which we would handle? Is there any other running cost?


Answers:
author: Yair Ramirez
body: Hi [@yogi900](/t5/user/viewprofilepage/user-id/3172581)  

I'm glad you are interested in Opsgenie. All our available Plans include an unlimited number of alerts, E-mail notifications, and Android/iOS Push notifications.  

The availability of other features can depend on the Plan purchased but you can check the specifics on our Pricing page here, if you scroll down a bit you'll see the features per plan:  

<https://www.atlassian.com/software/opsgenie/pricing>
Action linked to Action policy does not always fire
Asked by Nicki:

I have an Action policy that links an Action to certain alerts. The alerts have a notification policy linked that will auto-close.

I've noticed in some cases the Action policy fires after the alert has closed, and in some cases it never fires.

The documentation is not explicit about whether an Action policy will fire on a Closed alert or not, can someone confirm what the rules are?


Answers:
author: Mubeen Mohammed
body: Hello [@Nicki](/t5/user/viewprofilepage/user-id/5082430)

Thank you for contacting the Atlassian Community. This is Mubeen.

Generally, the intention behind action policies is to act on alerts that require attention or intervention. If an alert is already closed, it might not be the target for further actions, as the closure of an alert typically signifies that the issue has been acknowledged, resolved, or otherwise deemed not to require further immediate action. Therefore, in many configurations, action policies are designed to trigger for active alerts rather than those that have been closed.  

If an action policy is meant to trigger close to the time an alert is auto-closed by a notification policy, there's a race condition where the action might not "see" the alert in time if it's already been closed. This could explain why the action policy fires inconsistently. In such cases ensure that the criteria set in your action policy are broad enough to capture the alerts you're interested in but also not so broad that they might miss due to timing with the auto-close feature of your notification policy. Adjusting the timing or conditions under which your notification policy auto-closes alerts may help ensure that your action policies have a chance to trigger appropriately.  

If you see the huge time differences between the Close Alert policy and Action policy execution, then this needs further validation from the support end. I recommend reaching out to Opsgenie support at <https://support.atlassian.com/contact/> with instance information and policy details to further investigate this behaviour.  

Regards

Mubeen Mohammed

Cloud Support Engineer

comments: author: Nicki
body: Thank you, it makes sense. Have adjusted the Action policy to slightly longer, and seeing consistency since.


author: Mubeen Mohammed
body: Hello [@Nicki](/t5/user/viewprofilepage/user-id/5082430)

I am happy to help, and thank you for the confirmation.

Regards

Mubeen Mohammed

Cloud Support Engineer


Tags: cloud

opsgenie-cloud

zzz
Alerting specific OpsGenie users when a Major Incident is raised...
Asked by Paula Anderson:

We currently have our OpsGenie alerting 4 team members when a Major Incident ticket is raised by staff.   

Is there a way to for OpsGenie to look for **key words** in the ticket context/subject line raised and alert one person rather than all 4?  

**EXAMPLE:**   
Major Incident raised with context "No cut files".   
*("Cut files", "switch" "bot down" = USER@tradeprint.co.uk)*   

Alert USER@tradeprint.co.uk  

\*\*if not acknowledged by USER@tradeprint.co.uk in 30 minutes alert 2nd user USER2@tradeprint.co.uk  

*** ** * ** ***

Is this possible?  
We don't have "On Call" system at the moment.  
Could this be resolved under the scheduling section?


Answers:
author: Mona Singh
body: Hi Paula,  

This is Mona here, happy to help :)  

As I understand, you would like specific users to be notified based on some filter conditions like Subject line, etc, when an incident is created. Please let me know if my understanding is correct.

To answer your question, this use case can be achieved by creating a Routing rule for the responder team. Just to let you know, if an incident is created in Opsgenie, it creates an associated alert (the original alert) and a Responder alert (to notify the added responders about the incident).  

[Associated \& Responder Alerts Behavior](https://support.atlassian.com/opsgenie/docs/associate-an-alert-with-an-incident/#Associated--amp--Responder-Alert-Behavior?)  

Then we can make use of the Responder alerts to notify the required user for this incident by creating a Routing rule based on the conditions:  

[Routing Rule](https://community.atlassian.com/t5/Opsgenie-articles/A-deep-dive-on-Routing-Rules/ba-p/1330474)

On the other hand, if the incident is created outside Opsgenie but it has triggered an alert in Opsgenie then also we can notify the specific users by creating the Routing rules -\> then based on conditions it will be routed to Escalation where you can set the time interval to notify the user:

If the alert is not acknowledged for x minutes

If the alert is not closed within x minutes

It will be further routed to the Oncall schedule, and hence, the user will be notified. Please find more details on configuring Escalations \& Schedule in the below doc:  
[How do Escalations work in Opsgenie?](https://support.atlassian.com/opsgenie/docs/how-do-escalations-work-in-opsgenie/)

[On-call Schedules](https://support.atlassian.com/opsgenie/docs/manage-on-call-schedules-and-rotations/)

Please try it out and let me know if this helps in achieving your use case. In case you have any further queries, please feel free to reach out to us by creating a ticket in this [link](https://support.atlassian.com/) and we'll take it from there :)

Thanks!  
Mona   


Tags: keywords

majorincident
JSM assigning tickets from Opsgenie on-call callandar if more than one people is on-call
Asked by Mara Reininger:

Hi is there a way to balance JSM tickets if more than one people is set on at the same time as on-call for a team/group?

I would like to be able to use opsgenie to establish an on-call team (more than one person would be online) and distribute the work between them .

I know that for JSM we can use 3 different options to automatically assign the tickets (round robin, random, etc) from a group of users and now we can also select on-call from opsgenie but there is not an option to do both at the same time.

The idea to use opsgnie is to be able to define a rotating schedule calendar and adjust who is online but also to keep balance between team members as more than one person would be online to work on tickets.

this is related to <https://community.atlassian.com/t5/Jira-Service-Management-articles/Assign-requests-to-agents-based-on-the-hour-of-the-day-on-call/ba-p/2553353>


Answers:
author: Mikael Sandberg
body: Currently this is not possible since the assign issue component in automation only support a single user being on-call at the time. I wrote about a solution to this in this [article](https://community.atlassian.com/t5/Jira-Service-Management-articles/Assign-requests-to-agents-based-on-the-hour-of-the-day-on-call/ba-p/2553353), you can do it by using IPaaS, in my case tray.io. You could probably do it with just automation, but you would not be able to randomize/round-robin it since automation do not have a randomizer.


Tags: cloud

jsm

opsgenie-cloud
After disabling integration, the api_key in opsgenie is not deactivated
Asked by Nikita Egorov:

Good afternoon, everyone! The following story happened to me. I use zabbix integration in opsgenie. After I disabled this integration, I kept getting alerts until I disabled the action in Zabbix to send the alert.

Questions:  
1. Do I understand correctly that when the integration is disabled, the api_key remains valid and continues to work?  
2. If it continues to be valid, then why do I need to turn off integration?


Answers:
author: John M
body: Hi [@Nikita Egorov](/t5/user/viewprofilepage/user-id/5507446) ,

The integration should not work after being disabled. You should see a log entry in the debug logs stating that a payload was discarded due to the integration being disabled.

The easiest way to check would be to search the alert's ID or alias in the debug logs - the first log entry with that value should be the 'create' action which will show you how the alert is being created (which integration and action it's using.

This article gives some examples of how to search the debug logs:

<https://community.atlassian.com/t5/Opsgenie-articles/Useful-Opsgenie-debug-log-queries/ba-p/2444507>

comments: author: Nikita Egorov
body: Hi [@John M](/t5/user/viewprofilepage/user-id/4625213)   
Thank you for answer. Unfortunately, I have now looked in more detail using your link as an example. Integration with Zabbix is disabled, I looked at the logs when creating the alert, integration with Zabbix was used, which is disabled. It stopped working only after I turned off **action** in Zabbix. But this is a shutdown on the part of Zabbix, if the **api_key** were invalid, we would see a delivery error in Zabbix.


author: John M
body: Hi [@Nikita Egorov](/t5/user/viewprofilepage/user-id/5507446) ,

Are you certain the integration itself is disabled, and not just the notifications?

If the integration is disabled you will see this:

![2024-05-30_11-10-47.png](https://community.atlassian.com/t5/image/serverpage/image-id/327042i2F016E8C02AA4653/image-size/large?v=v2&px=999 "2024-05-30_11-10-47.png")

However, there is a separate option to just disable the notifications:

![2024-05-30_11-11-07.png](https://community.atlassian.com/t5/image/serverpage/image-id/327043i665AEF81544637B2/image-size/large?v=v2&px=999 "2024-05-30_11-11-07.png")

Additionally, have you verified that the API key in your Zabbix instance is the same one from the disabled Zabbix integration?

If you've checked both of those things, please [open a ticket here](https://support.atlassian.com/contact/) so our support team can look into it - thanks!


author: Nikita Egorov
body: My apologies for not responding for a long time. Yes, the api_key is the same, integration has been disabled. Thank you, then I will recreate the problem again in order to write it in more detail in the ticket


Tags: cloud

integration

opsgenie-cloud

zabbix