youngmon/atlassian-qna huggingface dataset:
message.extract, regex and line breaks (oh my!)
Asked by Allen Wolf:

Thanks to the support docs and other questions here, I've made great progress in using message.extract to populate tags and extra properties fields. But I have one situation where I'm failing to extract data, my property is always blank. I'm guessing it has to do with line breaks, since my other extracts were always from a single line. I've looked at the alert from the web UI, and also exported via API, and I have regex that will match either format, but it's still not matching.

My extract string:  
{{ message.extract(/SEARCH STRING(?:\\\\r\\\\n +)\*\\n\*(\\S+\[\^\\\\\\n\]+)/) }}  
(the string I'm extracting will vary a lot, so I can't just find word "vendor", but the string "SEARCH STRING" is constant, which is my I'm trying to use that as the 'anchor' for my regex)  
Description when viewed from web UI:

![Screenshot 2023-04-21 at 10.38.29 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/253287i30A112B41312B3BF/image-size/large?v=v2&px=999 "Screenshot 2023-04-21 at 10.38.29 AM.png")

Description when pulled via API:

![Screenshot 2023-04-21 at 10.41.20 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/253286i447B2B07096ED078/image-size/large?v=v2&px=999 "Screenshot 2023-04-21 at 10.41.20 AM.png")

Test of regex string:

![Screenshot 2023-04-21 at 10.45.17 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/253285iCF0A81FE572D4CB1/image-size/large?v=v2&px=999 "Screenshot 2023-04-21 at 10.45.17 AM.png")

Thanks in advance for any tips!


Answers:
author: Talar Pavlovic
body: Hey there Allen,

Thanks for writing into Opsgenie Community, I'm Talar from the Atlassian team, happy to help.

In this instance, it would be worth trying the [.removeAllWhitespace()](https://support.atlassian.com/opsgenie/docs/string-processing-methods-in-opsgenie-integrations/#:~:text=%7B%7B%20from.toReadableNumber()%20%7D%7D-,removeAllWhitespace(),-%3A%C2%A0Removes%20any) command to see if that will help return the string required.

Regards,  
Talar

comments: author: Allen Wolf
body: Thanks!! This would go before the extract I assume? so {{ message.removeAllWhitespace().extract(/\<regex\>/) }}

EDIT: this might get me closer, but some of the strings I'm trying to capture will have spaces. Is there a way to see the Description / Message field, formatted in the same way as the regex engine 'sees' it?

EDIT: either way, my regex still isn't working

{{ message.removeAllWhitespace().extract(/SEARCHSTRING(.\*)RULEREASON/) }}

Thanks!


author: Talar Pavlovic
body: Sure - you can see how the payload in the Opsgenie Logs. To do this:

1. Open the Alert and go to the Activity Log tab
2. Scroll to the very first entry at the bottom and copy the "IncomingDataId".
3. Go to Settings \> Logs
4. Search for "\<incomingdataid\>" making sure the timeframe is wide enough to capture this alert

If you do need more specific assistance here could I recommend putting in a [support ticket](https://support.atlassian.com/contact/) so we can look at your payload and advise accordingly?

Regards,  
Talar
Incoming Call setup is not showing me opsgenie number
Asked by Prathim Mukherjee:

When I try to set up Incoming call in Opsgenie, its by default is showing me Twilio option only and not showing me any number provided by Opsgenie.

Does that mean that the Jira Service Management and Opsgenie I am using does not allow to have an Opsgenie number and I must use and setup a Twilio number?

Regards

Prathim Mukherjee


Answers:
author: Wei Wung
body: Hi [@Prathim Mukherjee](/t5/user/viewprofilepage/user-id/5154170)

Please feel free to peruse the Pricing pages for **[JSM](https://www.atlassian.com/software/jira/service-management/pricing)** and **[Opsgenie](https://www.atlassian.com/software/opsgenie/pricing)** as to which path would make more sense for your use case whether:

* upgrading JSM (if on JSM Standard), or
* splitting Opsgenie and then upgrading only the standalone Opsgenie

Please feel free to reach out via a Support ticket if you have specific questions relating to your environment or if you need to split Opsgenie into a Standalone product.

Best Regards,

Wei


author: Wei Wung
body: Hi. [@Prathim Mukherjee](/t5/user/viewprofilepage/user-id/5154170)

Hope all is well! Thank you for reaching out!

To confirm what you mention, per our [Integrate Incoming Call Routing document](https://support.atlassian.com/opsgenie/docs/integrate-incoming-call-routing/):

* "To use incoming call routing with a phone number provided by Opsgenie, you must use Opsgenie's [**Standard** or **Enterprise** plans](https://www.atlassian.com/software/opsgenie/pricing).

* If you're using Opsgenie as part of your **Jira Service Management \[JSM\]** plan, you can't use incoming call routing with an Opsgenie provided phone number." You would need to [use a custom phone number from Twilio](https://support.atlassian.com/opsgenie/docs/integrate-incoming-call-routing/#Use-a-custom-phone-number-from-Twilio) from US Region 1.

Hope the above confirms what you are seeing.

comments: author: Prathim Mukherjee
body: Thanks. So for someone wanting to use an Opsgenie number we will have to separate the opsgenie and Jira service management and have separate billing for them?


author: Wei Wung
body: Hi [@Prathim Mukherjee](/t5/user/viewprofilepage/user-id/5154170)

Sorry for missing your question. You are correct.

The Incoming Call integration in the subordinated Opsgenie in JSM Premium plan (or higher) allows you to [use a custom phone number from Twilio](https://support.atlassian.com/opsgenie/docs/integrate-incoming-call-routing/#Use-a-custom-phone-number-from-Twilio) from US Region 1.

The Standalone Opsgenie Standard plan (or higher) allows you the option to use an Opsgenie number (provided via Twilio) or [use a custom phone number from Twilio](https://support.atlassian.com/opsgenie/docs/integrate-incoming-call-routing/#Use-a-custom-phone-number-from-Twilio) from US Region 1.

Again, my bad for missing your question all this time.

Best Regards,

*Wei*
Migrating to Atlassian
Asked by Chris Walker:

We have Jira, Confluence and OpsGenie. Jira \& Confluence are together in the same cloud account by OpsGenie is still on opsgenie.com. (I have no idea why it hasn't been migrated yet). Is it still possible to move our OpsGenie account into the fold with the other products?


Answers:
author: Darryl Lee
body: Hi [@Chris Walker](/t5/user/viewprofilepage/user-id/5062405),

This is Darryl, Opsgenie Support. I am here to help. ?

Please be noted that consolidating all Atlassian products into the same Atlassian Cloud Site (the placeholder for containing your product subscriptions) could still see some products, like Opsgenie(<https://xxx.app.opsgenie.com/>) and Statuspage(<https://manage.statuspage.io/>), still using their domains.

This doesn't affect the way for the admins to manage their subscriptions.

Atlassian App Switcher {#toc-hId--468665526}
--------------------------------------------

Suppose all of your Atlassian product subscriptions have been consolidated to the same Atlassian site. In that case, you may quickly switch between those products by clicking the App Switcher at the top left corner without any hassle for leaving the page.

For example:

![Screenshot 2023-04-21 at 21.21.16.png](https://community.atlassian.com/t5/image/serverpage/image-id/253263i9CA1F4C6E3BE096A/image-dimensions/238x542?v=v2 "Screenshot 2023-04-21 at 21.21.16.png")

Manage your Atlassian Subscription - <https://admin.atlassian.com/> {#toc-hId-2018847307}
-----------------------------------------------------------------------------------------

Documentation --\> <https://support.atlassian.com/organization-administration/resources/>

To manage all your Atlassian product subscriptions, users, billing, and such, you may browse the Atlassian Admin panel --\> <https://admin.atlassian.com/>

*** ** * ** ***

If you are unsure whether your Opsgenie is under the same Atlassian site as your Jira and Confluence Cloud or need further assistance on this subject, please use [this link](https://support.atlassian.com/opsgenie/) to contact Opsgenie Support Team, and we will help you.

We appreciate your cooperation, and we hope this is helpful.

Best regards,   
Darryl Lee  
Support Engineer, Atlassian


Tags: account

integration
So I have to configure AWS Cloudwatch with Opsgenie. I have created the SNS topic and subscribed it
Asked by Eric Abessoh:

So I have created an SNS topic and subscribed with Opsgenie using the HTTPS URL. Normally after this subscription a notification is sent to opsgenie alert. But is not


Answers:
author: Darryl Lee
body: Hi [@Eric Abessoh](/t5/user/viewprofilepage/user-id/5200371),

This is Darryl, Opsgenie Support. I am here to help. ?

May I confirm that you **unticked** the "**Enable raw message delivery**" option when configuring the AWS SNS Subscription? Because the raw message will make the data payload sent in an unacceptable format to Opsgenie.

For example:

![Screenshot 2023-04-21 at 21.32.20.png](https://community.atlassian.com/t5/image/serverpage/image-id/253264iCC04A69741C16887/image-dimensions/510x154?v=v2 "Screenshot 2023-04-21 at 21.32.20.png")

Please delete the existing AWS SNS Subscription and create a new one with this option unticked.

If there is still no subscription confirmation alert being created on your Opsgenie afterward, don't hesitate to contact Opsgenie Support Team via **this link** with all the details, and we will help you from there.

We appreciate your cooperation.

Best regards,   
Darryl Lee  
Support Engineer, Atlassian
What is a slack channel.
Asked by Lisa C Griger:

Wondering what a slack channel is and also wanted to know how you would get notified of P1 or P2 priorities when (in the example) she had it listed as greater than P3 and datadog in the Jira Service Desk spot? thanks!


Answers:
author: Nick H
body: Hi [@Lisa C Griger](/t5/user/viewprofilepage/user-id/5200154) ,

Opsgenie has a Slack integration to send messages to channels when an alert is created, along with updates such as when it's ack'd or close, when a note is added, etc.

Too have a Slack channel trigger when an alert is created with a P1 or P2 priority, you'd want a configuration like this:

![slack1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/252746iA32292318CDBF214/image-size/large?v=v2&px=999 "slack1.jpg")

Note that if the Slack integration is global - meaning it is not assigned to a team - then it would apply to ALL alerts in your Opsgenie.

If the Slack integration is assigned to a team, then alerts ONLY sent to the same team would be able to apply to the Slack integration
Why does the iOS application login return back to the selection screen?
Asked by Jay Steiger:

I have a team member that is able to login to OPSGenie on the web without issue.

Using the app on an Apple phone -

1. prompts for email (check)
2. prompts for organization (check)
3. pop-up says it wants to use Atlassian.com to sign in (check)
4. select continue with Microsoft (check)
5. on Microsoft screen pick the correct account (may not say signed in - how to fix that?)
6. circles back to the Microsoft screen to pick the correct account

What does he need to do?

Thanks!


Answers:
author: Darryl Lee
body: Hi [@Jay Steiger](/t5/user/viewprofilepage/user-id/5200320),

This is Darryl, Opsgenie Support. I am here to help. ?

Understand one of your users is experiencing the log in issue as described on their iOS device.

Since this issue might require further inspection, we recommend contacting our Opsgenie Support Team via this link with the following details for us to help you better:

1. What is the current iOS version and the Opsgenie iOS app version?
2. What is the default browser this iOS device is using?
3. Could a reinstallation resolve this issue?
4. Could changing the default browser to a different one resolve this issue?

This would be very helpful for us to dive deeper into this issue.

We appreciate your understanding and cooperation.

Best regards,   
Darryl Lee  
Support Engineer, Atlassian

comments: author: Jay Steiger
body: OK, Thanks Darryl! FYI - the link isn't showing.


author: Darryl Lee
body: Hi [@Jay Steiger](/t5/user/viewprofilepage/user-id/5200320),

I apologize for missing attaching the hyperlink correctly in the most recent comment.

Please use this link below to contact Opsgenie Support Team for this issue.

<https://support.atlassian.com/opsgenie/>

Thank you.

Best regards,   
Darryl Lee  
Support Engineer, Atlassian
Notifications override not working
Asked by Calixto Gonzalez:

I recently upgraded my OnePlus 7 Pro to Android 12, and I am experiencing an issue as follows: I use the Opsgenie app, which has the appropriate permissions to bypass the "Do Not Disturb" mode (although this feature seems to be malfunctioning as well). The problem occurs when I set my phone to vibrate mode, as the Opsgenie app vibrates instead of using its designated ringtone to override the settings as it should.


Answers:
author: Rafael Meira
body: Hello [@Calixto Gonzalez](/t5/user/viewprofilepage/user-id/5199640)

It seems like you're facing issues with the Opsgenie app notifications not overriding the Do Not Disturb settings on your OnePlus 7 Pro after upgrading to Android 12. Here are a few steps you can try to resolve this issue:

1. Double-check Permissions: Go to your phone's Settings \> Apps \> Opsgenie \> Permissions. Ensure that the app has the necessary permissions, especially "Do Not Disturb" access.

2. Adjust App Notifications: Go to Settings \> Apps \> Opsgenie \> Notifications. Make sure that the notifications for the app are enabled and set to override Do Not Disturb.

3. Clear Cache and Data: Go to Settings \> Apps \> Opsgenie \> Storage \& cache. Clear the cache and data for the app. This will reset the app settings, and you'll need to reconfigure your account, but it might resolve the issue.

4. Update the Opsgenie app: Make sure you have the latest version of the Opsgenie app installed. Go to the Google Play Store, search for Opsgenie, and update the app if necessary.

5. Disable Battery Optimization: Go to Settings \> Battery \> Battery optimization \> Find Opsgenie app \> Select "Don't optimize." **This ensures that the app can run in the background and receive notifications without being affected by battery-saving features.**

6. Restart your phone: Sometimes, a simple restart can resolve issues. Press and hold the power button, then tap on "Restart" to reboot your device.

7. If the troubleshooting did not work, I recommend you open a formal ticket with us [here](https://support.atlassian.com/contact/#/) so we can further investigate, if possible.

Best,  
Rafa

comments: author: Calixto Gonzalez
body: Yeah I think this is not related to Opsgenie it is just a glitch in OnePlus's implementation of android.


author: Rafael Meira
body: Probably [@Calixto Gonzalez](/t5/user/viewprofilepage/user-id/5199640)   
Hope you get this issue resolved!  

<br />


Tags: cloud
Opsgenie webhook request with json body
Asked by Carlos Chang:

Hi guys,

I'd like to trigger a webhook and change the issue status linked with the Opsgenie alert while press ack button, I've checked the Jira REST API

#### `POST /rest/api/2/issue/{issueIdOrKey}/transitions` {#toc-hId-232228764}

There's an integration called "Webhook" in Opsgenie, then I found out I need to input transition id as key, but I can't find "Body" section to get it done.

Any advise?

Kind regards,

Carlos


Answers:
author: Nick H
body: Hi [@Carlos Chang](/t5/user/viewprofilepage/user-id/4087225) ,

I don't believe that would be possible with the Webhook integration. The [Jira integration](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/) can transition the status of the issue when the Opsgenie alert is ack'd though:

![jira1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/252200i26837741C7B60074/image-size/large?v=v2&px=999 "jira1.jpg")

If the status you want to transition to is not available, you could also use [OEC](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/#Integration-via-OEC--for-Jira-Software-Server--amp--Data-Center-Usage-). Although OEC is typically used for on-prem Jira instances, there is a use case for cloud instances when you need to map custom fields or statuses.

With this, OEC would sit in the middle of Opsgenie and Jira. Opsgenie alert actions would send to OEC, which will then execute a script to transition the status of the Jira issue.

You can modify the OEC script to customize things such as configure the ack-action to transition the Jira issue's status.

comments: author: Carlos Chang
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930) ,

Thank you for your clarity, I'll put OEC into the test.

Btw, why is your Opsgenie capable of changing so many statuses while mine only has the "Done" option?


author: Nick H
body: My screenshoot is of the Jira integration which provides a few more status options. The JSM integration *only* had the Done option available at this time.

I believe you can use the Jira integration for a JSM project though as the configuration for the legacy integrations is identical.


author: Carlos Chang
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930) ,

Can I send opsgenie smart value in webhook url? like

https://{Custom_webhookUrl}?variable={{Alias}}


Tags: cloud
MS teams change channel
Asked by roldemaat-bol:

Is it possible to switch the channels within the teams integration or is there a way to completely remove the integration from a team and add it again to a new channel in the team?  
When I disconnect the account in the channel I initially used and try to connect in the new channel it will connect but the messages are posted in the initial channel and not in the new channel.

Same is happening if I remove the integration from the team and add it again to the new channel, it says that is already configured and all notifications are again posted in the initial channel and not in the new channel.

Hopefully someone know how to fix this.   
I even have created a new api key and tried setting that up in the new channel but still the original channel receives the notifications.


Answers:
author: John M
body: Hi [@roldemaat-bol](/t5/user/viewprofilepage/user-id/5198863) .

You should be able to revoke access to the old channel here:

[https://opsgenie-talk.slack.com/apps/A286WATV2-opsgenie-for-alert-management?did_revoke=1\&tab=settings\&next_id=0](https://opsgenie-talk.slack.com/apps/A286WATV2-opsgenie-for-alert-management?did_revoke=1&tab=settings&next_id=0)

Once that is done, delete the integration and add a new Slack integration:

![2023-04-27_17-14-16.png](https://community.atlassian.com/t5/image/serverpage/image-id/254350iDCC36DD336D5C8BB/image-size/large?v=v2&px=999 "2023-04-27_17-14-16.png")

and it will let you choose a new channel to add it to:

![2023-04-27_17-15-08.png](https://community.atlassian.com/t5/image/serverpage/image-id/254351i32EC90B840A4E5A9/image-size/large?v=v2&px=999 "2023-04-27_17-15-08.png")

comments: author: roldemaat-bol
body: Hi,

Thank you for the reply, I'll try this :-)


author: Magnus Niemann
body: I have the same problem, but for MS Teams - the answer is clearly referring to the Slack integration, **not**to the MS Teams one. How would you change channels on MS Teams?


author: John M
body: Hi [@Magnus Niemann](/t5/user/viewprofilepage/user-id/5099291) you would need to delete the app from the Teams side and reconfigure it with them new channel.


Tags: ms-teams
Options for handling after hours helpdesk "emergency" calls in Opsgenie?
Asked by austins:

Currently we have an addon in our PBX called "VM notify" that handles our after hours helpdesk calls. First thing it does is asks the caller to press 1 for emergency 2 for not an emergency. If they press 2, they leave a voicemail and it sends an email to the helpdesk with the voicemail attached to open a ticket. If they press 1, they leave a voice mail and then it starts calling the on call tech's cell phone. If they answer it plays the message and they have to press a number to accept it and it stops calling and it sends an email to the helpdesk with the voicemail attached to open a ticket. They the on call tech doesn't answer after 3 tries or presses the number to decline, it then calls the backup on call tech and does the same stuff.

We will be changing our phone systems in the near future, so this addon will no longer work for us. I'd like to figure out how to configure something similar to handle after hours help desk calls using Opsgenie.

Please point me in the right direction! Thanks!


Answers:
author: Brant Schroeder
body: [@austins](/t5/user/viewprofilepage/user-id/2474757)

I would suggest looking at the documentation first.

* <https://support.atlassian.com/opsgenie/docs/incoming-call-routing/>
* <https://support.atlassian.com/opsgenie/docs/integrate-incoming-call-routing/>
* <https://support.atlassian.com/opsgenie/docs/integrate-your-email-with-opsgenie/>

comments: author: austins
body: Thanks [@Brant Schroeder](/t5/user/viewprofilepage/user-id/769100) These are the links I've been looking for.


Tags: cloud
Rotation Override in OpsGenie
Asked by Zekai Huang:

Hi all,

Our team is running a weekly oncall rotation with two shifts each day. so it looks like this.

![Screen Shot 2023-04-13 at 4.32.11 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/251680iE369F0CA74A98202/image-size/large?v=v2&px=999 "Screen Shot 2023-04-13 at 4.32.11 PM.png")

OpsGenie's override doesn't seem to support specifying daily segments. When two oncall engineers need to switch rotations with each other, they have to do click override 14 times. Are we missing something? Is there an easier way to do this?

Thank you,

Zekai


Answers:
author: John M
body: Hi [@Zekai Huang](/t5/user/viewprofilepage/user-id/5051878) ,

Currently, the only way to override multiple shifts is to select each one, as you mentioned, though you can multi-select by holding down cntrl/cmd:

![2023-04-13_16-53-13 (1).gif](https://community.atlassian.com/t5/image/serverpage/image-id/251681i3B907594C503BE3D/image-size/large?v=v2&px=999 "2023-04-13_16-53-13 (1).gif")

We also have a feature request in place for this, which you can follow here:

<https://jira.atlassian.com/browse/OPSGENIE-226>

comments: author: Zekai Huang
body: Thank you, John.
Modify customer ID in Opsgenie
Asked by Tobi:

Hi,

I would like to change the customer name in Opsgenie. I cant find any option to edit this settings.

1. Is it possible to modify the customer name in Opsgenie?
2. Will the customer ID changes also reflect in the URL;

https://\<customer name\>.app.opsgenie.com/

I look forward to suggestions.

Thank you


Answers:
author: Nick H
body: Opsgenie support should be able to assist with that. You can open a ticket with them here:

<https://support.atlassian.com/opsgenie/>


author: Tobi
body: Thank you Nick
How do you remove a responder from an Opsgenie alert?
Asked by Wong:

An Opsgenie alert is assigned to the wrong responder, can add the correct responder but unable to remove the incorrect responder.


Answers:
author: Nick H
body: Hi [@WB](/t5/user/viewprofilepage/user-id/3537536) ,

It's not currently possible to remove a responder from an alert at this time. But there is an open feature request for this you can follow, watch and vote for here:

[Ability to remove responders from an alert](https://jira.atlassian.com/browse/OPSGENIE-74)