I am unable to integrate Opsgenie with Jira service desk
Asked by Ratna:

Hello, Please help me. Spent too much time with no success!

I am unable to integrate from Opsgenie to Jira service desk.

However, integration from JSD to Opsgenie is working.

I have done the integration in Opsgenie as per the instruction but still can't get the ticket created in JSD when I am creating an alert in Opsgenie. I am not using SSO or two-factor authentication.

I have a big-time doubt for the details which I am providing for my JIRA service desk project in the Opsgenie configuration,

Is "issue type" field is the same as "Request Type"?

For eg, I have a request type called "Report an incident", and this is where I want my ticket to be created when the alert is generated in OPsgenie.

If the request type is not the issue type, then how do I link issue type with request type?

Please find the setting below...

![Screen Shot 2020-05-08 at 1.24.59 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/94081i549DDB81404A6D9F/image-size/large?v=v2&px=999 "Screen Shot 2020-05-08 at 1.24.59 PM.png")


Answers:
author: Samir
body: Hi [@Ratna](/t5/user/viewprofilepage/user-id/3753213) - This doc details the difference between Request Type and Issue type in Jira/JSD: <https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-issues-vs-requests>

In summary - the "Request type" is what the user selects from the customer portal when creating a ticket. (i.e. it's what the customer would select when creating a ticket from the customer portal). And the "issue-type" is how that issue is categorized internally.

So for example the customer might enter a ticket with request type = "Report an incident", and that might create a ticket with issue type = "Incident" for the internal teams.

You can view the issue types available under a specific project by going to Project Settings -\> Issue Types:

![Image 2020-05-11 at 11.20.01 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/94297i537AD03A46F208C0/image-size/large?v=v2&px=999 "Image 2020-05-11 at 11.20.01 AM.png")

Hope that helps,

Samir

comments: author: Ratna
body: Thank you [@Samir](/t5/user/viewprofilepage/user-id/2168284),

You mentioned,

**"So for example the customer might enter a ticket with request type = "Report an incident", and that might create a ticket with issue type = "Incident" for the internal teams"**

My question: How would I know that my "request type" is linked to which "issue type" internally?

This is the screenshot of my request type,

![Screen Shot 2020-05-11 at 11.05.54 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/94328iF348AB983BE8F61D/image-size/large?v=v2&px=999 "Screen Shot 2020-05-11 at 11.05.54 AM.png")

Since my "request type" is not linked with any "issue type". At least I have not linked anywhere if its getting default linked then I don't know where?


author: Jan-Willem Aikens
body: Old issue, but did you get any response back from [@Samir](/t5/user/viewprofilepage/user-id/2168284) , [@Ratna](/t5/user/viewprofilepage/user-id/3753213) ?  
I encounter the same problem.


author: Samir
body: Hi [@Jan-Willem Aikens](/t5/user/viewprofilepage/user-id/4283063) [@Ratna](/t5/user/viewprofilepage/user-id/3753213) ,

Apologies, I had missed the reply on this one. I would recommend taking a look at the documentation around request types for Jira Service Management. It looks lke they are configured via Project Settings -\> Request Types, where you can manage which issue types they are linked to

<https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/>

<http://support.atlassian.com/jira-service-management-cloud/docs/create-a-request-type/>

If you have more questions, I'd recommend posting in the Jira Service Management Community discussion, as this is more a JSM related question than Opsgenie.

Hope that helps!


author: Jan-Willem Aikens
body: Hi [@Samir](/t5/user/viewprofilepage/user-id/2168284) ,

The service management I use is Next gen so it looks a bit different then (see screenshot bij [@Ratna](/t5/user/viewprofilepage/user-id/3753213) )

Does things work differently then?

Jan-Willem