youngmon/atlassian-qna huggingface dataset:
Unable to view Opsgenie subscription or manage app
Asked by Sarthak Patnaik:

Hi,

My organisation has had existing Confluence and Jira accounts. We were trying to add and subscribe to Opsgenie this week.

After clicking on 'Get the App' and linking it to our Jira site, it says it's already added with a message like 'We're seeing double'.

However, we don't see Opsgenie under our billing or subscription, nor under the 'Switch To' for the apps. Basically there is no option for us to view or manage the app.

Our users are able to login into Opsgenie to create the alerts etc., but it seems like a standalone instance, without any link to our existing Jira/Atlassian accounts.

Kindly share your inputs/suggestions.


Answers:
author: John M
body: Hi [@Sarthak Patnaik](/t5/user/viewprofilepage/user-id/5243911) ,

It sounds like you have Opsgenie bundled with a JSM subscription. All JSM plans come with Opsgenie as part of the product. This bundled version is not billed separately; it is included as part of the JSM product and the users are the same users that already exist in JSM.

Opsgenie Standalone is billed separately. Only standalone instances of Opsgenie will show up on the "switch to" menu dropdown.

You can get to Opsgenie by going to any service project in JSM and selecting 'alerts' in the left-hand menu.

![2023-06-15_00-00-52.png](https://community.atlassian.com/t5/image/serverpage/image-id/263297i80D7DE6E4AC43C4C/image-size/large?v=v2&px=999 "2023-06-15_00-00-52.png")

comments: author: Sarthak Patnaik
body: Thank you [@John M](/t5/user/viewprofilepage/user-id/4625213)

I shall check this out.

Does it mean I would still have all the features of Opsgenie in this JSM bundled subscription? Also, would I still be able to integrate Opsgenie with AWS CloudWatch?

Regards,

Sarthak


author: John M
body: [@Sarthak Patnaik](/t5/user/viewprofilepage/user-id/5243911) The features are mostly the same but there are some differences that have been noted in this document:

<https://confluence.atlassian.com/jirakb/main-differences-between-opsgenie-plans-when-bundled-with-jira-service-management-or-as-a-standalone-product-1163763012.html>

Yes, you would still be able to integrate Opsgenie with AWS Cloudwatch.


author: Tim McQuate
body: [@John](/t5/user/viewprofilepage/user-id/948924) old thread but you are my hero. It took me too long to find this answer!
Connection between OEC and Opsgenie
Asked by Denis Dugar:

Hi,

Our team uses Opsgenie and OEC with local scripts for processing alerts. For the best experience and better understanding of processes, we want to know how the connection between OEC and Opsgenie exact works. How long has this connection been working without interrupts and how many alerts it can send between Opsgenie and OEC and how long it is waiting for sending new alerts while we process with one alert? From this question (<https://community.atlassian.com/t5/Opsgenie-questions/Firewall-rules-for-OEC/qaq-p/1362588>), we understand that Opsgenie creates sqs queue and OEC uses this queue. So also question is what settings this sqs queue has?


Answers:
author: John M
body: Hi [@Denis Dugar](/t5/user/viewprofilepage/user-id/5243043) ,

This video and article give a good explanation of how OEC works:

<https://www.atlassian.com/blog/opsgenie/edge-connector-for-opsgenie>

To answer your other questions:

**How long has this connection been working without interruptions?**

* OEC is setup independently on each client's servers so as long as the client can reach out to an SQS queue, there should be no interruptions.

**How many alerts be sent between Opsgenie and OEC?**

* There is no limit on the number of alerts that can be sent. A single Amazon SQS message queue can contain an unlimited number of messages. However, there is a 120,000 quota for the number of inflight messages for a standard queue and 20,000 for a FIFO queue. Messages are inflight after they have been received from the queue by a consuming component, but have not yet been deleted from the queue."

**What is the waiting period for sending new alerts while alerts are processed?**

* Alerts are sent to the SQS queue as they are received. There is no waiting or processing period

**What are the SQS settings?**

We don't have all of the SQS settings available publicly but here are the settings we have posted:

* US endpoint 1: [sqs.us-west-1.amazonaws.com](http://sqs.us-west-1.amazonaws.com/)
* US endpoint 2: [sqs.us-west-2.amazonaws.com](http://sqs.us-west-2.amazonaws.com/)
* Message retention: can be set between 1-14 days. 14 days is our default
Help, Who is on-call view on App not working
Asked by Gus W:

Hi all!   
I wanna know if someone has troubles trying to access Who is on-call view using the Opsgenie App on Iphone.

It?s trying yo load the page, but it never ends.

Thanks for the help!


Answers:
author: Howard Nedd
body: Hi [@Gus W](/t5/user/viewprofilepage/user-id/5241564) ,

For me it is displaying the on call users without any issues. I am using an iphone 14 pro.

Have you checked your permissions?

Regards,

Howard


author: John M
body: Hi [@Gus W](/t5/user/viewprofilepage/user-id/5241564) ,

I don't see any bugs logged for this or any other reports of this issue yet. Do you know if more than one iPhone user is seeing this issue?


Tags: cloud
https://grafana.com/
Asked by Greg Carter:

I am looking for documentation/videos on how to leverage our Grafana instance


Answers:
author: John M
body: Hi [@Greg Carter](/t5/user/viewprofilepage/user-id/5241433) ,

We do have an integration with Grafana:

<https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-grafana/>

Currently, the integration only sends alerts from Grafana to Opsgenie, though we have a feature request logged for a bi-directional integration.

<https://jira.atlassian.com/browse/OPSGENIE-870>

As this integration also relies on the API on the Grafana side, we recommend you also reach out to [Grafana Support](https://grafana.com/contact) for expediting this requirement.


Tags: cloud
Entire Jira site deleted - critical support required
Asked by Matthew Ward:

I received an email this morning that our Jira cloud site had been deleted due to a "user request" - I can't find any record of this request and there are only a very small number of people that would have administrative access to our cloud site as we're still using Jira server and currently planning and testing a migration.

However our OpsGenie account is tied to this site and the removal of the account has completely disabled our OpsGenie site and all its integrations, which we use for critical monitoring and alerting to our on-call team.

I've tried opening a level 1 priority support ticket this morning via the support portal but haven't heard anything back. I can't find any way of escalating such a serious issue to the Atlassian team, are there any forms of contact that can be used to get this raised immediately?


Answers:
author: Jack Brickey
body: Hi [@Matthew Ward](/t5/user/viewprofilepage/user-id/5240409) ,

I am sorry to hear of your issue! However, it seems that you have taken the best course of action. I have provided below Atlassian's SLA for your reference. My experience with support has been inline with the published terms. Hopefully you will have the same experience.

[service-level-agreement-for-atlassian-cloud-products](https://support.atlassian.com/subscriptions-and-billing/docs/service-level-agreement-for-atlassian-cloud-products/)

comments: author: Matthew Ward
body: Hi Jack,

Thanks for your reply - it does seem the case that a support ticket is my best option, although I can't see on the page you linked to any indication of support timelines - only service uptime percentage expectations.

It seems particularly shocking that Atlassian can just delete your entire account, with no warning and no administrative approval (and one that we pay a significant amount of money for), and offer you no ability to contact anyone with any sort of urgency other than a suggestion in the email to simply "contact support" which has resulted in creating a ticket that no one can give any expectation that anyone will actually get back to me.

Matt.


author: Jack Brickey
body: I expect (hope) there is more to the story here. I have never heard of such an event TBH. In fact sites are generally made unavailable and not immediately deleted/decommissioned. Please do update your post as soon as it is clear as it will benefit the rest of the Community.


Tags: cloud
5 day weekly schedule w/5 team members - is it possible to rotate days?
Asked by Ece Akturk:

Hello Atlassian Community!

We are using OpsGenie to manage our on call schedules and we have a use case where we have 5 shifts per week (Sunday to Thursday) and 5 team members in the rotation.

The problem is we don't want the same people to get the same days of the week. We have certain days that are always busier than others and would like to offset by 1 day who is on call each week (so each team member gets a day but the day of the week isn't the same ).

Is this possible to do? My thought was to rotate 5 separate weekly schedules (where i change the order of the team members) but I don't see a way to indefinitely rotate 5 schedules - it looks like i would have to create 52 weekly schedules every year unless I'm hopefully missing something in the schedule configuration :)

Is there an easier/better way to accomplish what i want to do?

Any thoughts or advice? Thanks in advance!


Answers:
author: Andrew Laden
body: You can do this with escalations and restricted time periods. I'll try to explain

1: Create schedule called "staff rotation" Have your 5 members in the rotation. use a daily rotation, but restrict to time intervals so only 6 days are included (6 days, not 5, Sunday-Friday)). This will handle the rotating of the users so that a different user is on each Sunday. (dont worry about the person listed on friday, Nothing will ever actually be sent on friday so it doesnt matter)

2: Create an escalation called "5 day escalation" with the only escalation rule being to notify the on call user in "Staff rotation" (or add any other escalations you want after that.)

3: Now crate a new schedule called "5 day schedule". The only member of that rotation should be "5 day escalation" And restrict it to the time period for the 5 days you want people to be on call. (sunday to thursday)

4: Create a new escalation called "Real Escalation" With the instruction to route to the on-call of "5 day schedule"

4: Finally, in your routing rules, route to the "Real Escalation".

(technically you could skip 4 and route to the 5 day schedule directly, but OG prefers routing to escalations, not schedules)

Alert comes in, it routes to the Real escalation, which routes to the 5 day schedule. If it outside the time period, nothing happens, (so your friday person isnt bothered)

If it is in the time period, the 5 day schedule routes to the 5 day escalation. The 5 day escalation looks to see who is on call for the staff rotation. and sends it to them.

Hope I explained it ok.


author: Ece Akturk
body: To make this slightly more complicated our weeks run from sunday-thursday because the teams are in Israel so I have to have a separate Sunday and Monday-Thursday rotation for each week (because I can't assign someone to the same week twice).


Tags: cloud
Users Suspended Periodically
Asked by Nicolas Helmer:

What are the potential causes that lead to a user being suspended? Periodically we receive suspended notices for users who have an account setup and SSO Chiclet to access. I'm not understanding the cause of this currently. Thank you!


Answers:
author: Amit Kumar
body: We've seen a couple of these instances.

It appears the user had gone ahead and deleted their Atlassian accounts. However, because the Atlassian account is the backbone to their OpsGenie account, it ends up Suspending their OpsGenie account when they do that. There's a 14 day period that the user can initiate an account recovery. After that a new account will have to be created from scratch.


author: Tom Russell
body: [@Nicolas Helmer](/t5/user/viewprofilepage/user-id/5165148) we've had this happen occasionally when a user has their AD account locked (too many bad password attempts, etc.) and then unlocked. Opsgenie suspends the user when the account is locked, but doesn't unsuspend when it's unlocked.

We've got a job that runs periodically that hits the Opsgenie API and looks for suspended users, so we can investigate and unsuspend them if necessary.


Tags: cloud
Extraneous Alerts Being Generated
Asked by Erica Dohring:

How can I prevent extra alerts from being created?

My team has a Datadog \<\> OPs Genie Integration that does the following. How can I make it such that we skip step #3 and prevent a creation of an extraneous alert?

1. Alert gets created w/source: Datadog + datadog link in the event URL.

2. Alert matches Incident rule, creates incident, associates alert

3. An **additional** alert gets created w/ the same description as the first one, but with no source, no integration, and no event URL.. It has a "related incident" link to the same incident described in #2 above, but only the first alert from #1 is listed under "associated alerts". Both alerts are referenced in the timeline

How can I configure ops genie such that only the first alert gets opened + associated?


Answers:
author: Muhammad Zeeshan
body: Hey [@Erica Dohring](/t5/user/viewprofilepage/user-id/5152793) ,

This is expected behavior. When you create an incident, it creates a **Responder Alert** for each user/team that is a responder on the incident. This is so that every Team/User meant to be notified of the Incident is notified via those Responder alerts.

At the moment, it isn't possible to change this behavior.

Best,

comments: author: Erica Dohring
body: My team is already listed as a responder on the original alert (#1) so right now they just get paged twice causing extra noise with no benefit :(


author: Muhammad Zeeshan
body: Hey [@Erica Dohring](/t5/user/viewprofilepage/user-id/5152793),

In this case the alert that gets created with source (#1) is then suppressed and no notifications are sent for that as only the 'Responder' alert is responsible for sending out the notifications (Voice/SMS/Email/Push).


author: Erica Dohring
body: What do you mean suppressed? It seems like both alerts are paging my team.

Plus, if the initial alert gets auto-closed, I don't want the second alert to page my team.


author: Muhammad Zeeshan
body: Hey [@Erica Dohring](/t5/user/viewprofilepage/user-id/5152793) ,

In that case I may suggest reaching out to Opsgenie Support team via <https://support.atlassian.com/contact/> so we may request access to your account and investigate your case accordingly.

Best,


Tags: cloud
What is the meaning of Service subscriptions in opsgenie
Asked by L, Priyanka:

Hi Team,

Could you please elaborate what does this service subscription feature mean and what would be the difference in the visibility or functionality that we get with the enterprise and standard tier for this specific feature.

<https://www.atlassian.com/software/opsgenie/pricing>


Answers:
author: John M
body: Hi [@L, Priyanka](/t5/user/viewprofilepage/user-id/5207758) ,

The service subscription is a way for [stakeholders](https://support.atlassian.com/opsgenie/docs/get-started-with-opsgenie-as-a-stakeholder/) to be notified of incidents that have impacted [services](https://support.atlassian.com/opsgenie/docs/what-are-services-in-opsgenie/). The same functionality is available to users on the Standard plan. Having stakeholders that you need to be notified of incidents would be the advantage of the enterprise plan. If you don't plan on using stakeholders, it won't be necessary.

comments: author: L, Priyanka
body: [@John M](/t5/user/viewprofilepage/user-id/4625213) ,

Is there any brief document present which shows the features which are available in enterprise but not in standard plan Apart from what is present on pricing page

<https://www.atlassian.com/software/opsgenie/pricing>


author: John M
body: I believe that is the only doc we have that directly compares the plans [@L, Priyanka](/t5/user/viewprofilepage/user-id/5207758)


author: L, Priyanka
body: [@John M](/t5/user/viewprofilepage/user-id/4625213) ,

Is there any possibility to get a brief level document which explains what is possible in enterprise and what are the exceptions with standard tier. Thankyou!


author: John M
body: [@L, Priyanka](/t5/user/viewprofilepage/user-id/5207758) I will post a community article on the subject by the end of the week and tag you to let you know.


author: L, Priyanka
body: [@John M](/t5/user/viewprofilepage/user-id/4625213) ,

Thankyou. I will be awaiting for your reply.


author: John M
body: Hi [@L, Priyanka](/t5/user/viewprofilepage/user-id/5207758) - I just posted an article on the subject here:

<https://community.atlassian.com/t5/Opsgenie-articles/Comparing-Standard-and-Enterprise-Opsgenie-Plans/ba-p/2385613#M363>

Let me know if that answers your questions.


author: L, Priyanka
body: Thankyou [@John M](/t5/user/viewprofilepage/user-id/4625213)


Tags: cloud
send alert when the team alert policy was edited
Asked by sirbondness:

Hi all,

is it possible to send out a message in Slack Chat when a team member changed the Team Alert Policy ?

i looked through the available docs but i could not find anything, the activity stream clearly shows the info is there but how can i integrate that into an "alert" ?


Answers:
author: John M
body: Hi [@sirbondness](/t5/user/viewprofilepage/user-id/5235669) ,

Currently, Slack integrations only send notifications for actions directly involving alerts (create, close, acknowledge, delete, etc). You can always log a feature request for an improvement you would like to see here:

<https://jira.atlassian.com/projects/OPSGENIE/issues/OPSGENIE-869?filter=allopenissues>
Problem extracting content from HTML email format to display on phones correctly.
Asked by Nathan Eden:

Hi there,

This is not my field of expertise but am trying to solve an issues we are experiencing.

First photo shows the results I am currently receiving from Opsgenie via email. I am no longer receiving the variable portion of the description (the parts of the description I am trying to extract). I have not heard back on how NetCrunch's email formatting has changed.

![description.png](/t5/image/serverpage/image-id/260834i7514A675744A0C7A/image-size/large?v=v2&px=999 "description.png")

This is what I get when my only input is {{description}}. This is on the the computer. Mobile app is presenting problems.![netcrunch html email.png](/t5/image/serverpage/image-id/260835i75175E5EE8140F97/image-size/large?v=v2&px=999 "netcrunch html email.png")

This was written by a former employee and was working until NetCrunch made an unknown change. Can anyone provide help with this?

![integration api.png](/t5/image/serverpage/image-id/260836iB7FD6C111204F9B7/image-size/large?v=v2&px=999 "integration api.png")


Answers:
author: Agaci Avinas
body: Hi Nathan,

Good day!

I am Agaci from Opsgenie support. In this specific case, we'll have to check the debug logs for this alert.

Could you please create a support request using this [link](https://support.atlassian.com/contact/)? So that we could request approval to access your instance and check the logs.

Regards,

Agaci

comments: author: Nathan Eden
body: I have solved the issue. Thanks.


Tags: cloud
Adding a team as a responder notifies the whole on-call team
Asked by Michael:

In opsgenie, when a team is added as a responder, everyone on the on-call schedule is notified. Ideally, I would like opsgenie to notify only the person on call that week.

I'm unable to figure out what needs to be configured to achieve this, has anyone done something similar?


Answers:
author: John M
body: Hi [@Michael](/t5/user/viewprofilepage/user-id/4355727) ,

When you add a team as a responder to an alert, the alert will follow the team's routing rules. So, if the routing rule specifies to route to either a schedule that has an on-call user or an escalation that routes to the on-call user on a given schedule, that would achieve the result you are looking for.

![2023-06-02_13-20-37.png](https://community.atlassian.com/t5/image/serverpage/image-id/261089i48F4E5CA47079DD1/image-size/large?v=v2&px=999 "2023-06-02_13-20-37.png")


author: Michael
body: Hi [@John M](/t5/user/viewprofilepage/user-id/4625213)

Thank you for the explanation, it makes sense now

Cheers

Michael
A way to set the team for incoming call options selected
Asked by Patricia Francezi:

Is there a way to set the team based on Alert Actions?

The main problem - the teams have no access to Incoming Call alerts, because the team is not used to redirecting the call, but the following scenario instead

- Currently 2 teams (options 1 and 2)

- One option redirected to Schedule

- the other option redirecting to a Routing rule

The second rule follows a strict scenario of time constraints and different schedules.

What I have checked

- Tried to use Global Alert Policies to modify the owner - but the option for the call is sent in a Note "**The caller has entered 2**". Alert is created before that note

- The team policies will have the same issue, as the team is not tagged during alert creation.

Any ideas on how achieve this?


Answers:
author: Wei Wung
body: Hi [@Patricia Francezi](/t5/user/viewprofilepage/user-id/1433201)

Thank you for reaching out!

Generally, we recommend setting the "Forward Call To" field to be set to an escalation policy. The on call users in the escalation path will have visibility to the incoming call alert.

To allow all team member to have visibility to future Incoming Call alerts, the "Forward call to" field can be set to the team, like in the example below:   

![auto-attendant.png](https://community.atlassian.com/t5/image/serverpage/image-id/260634i604B496C3E7AB903/image-size/large?v=v2&px=999 "auto-attendant.png")

When an Incoming call is forwarded to a Team, the forwarded call will follow the Team's **Default** route as illustrated in the screenshot below.  
![IncomingCallFlow.png](https://community.atlassian.com/t5/image/serverpage/image-id/260636i4DB59B96C15D14B0/image-size/large?v=v2&px=999 "IncomingCallFlow.png")

In this case, the alert notification will be determined by the team's routing rule.

As for Global Policy, it doesn't have visibility to the alert's Notes field so we won't be able to use it to detect the key pressed by the caller, which also happens after the creation of the incoming call. Global Policies are applied during alert creation.
Suppress opsgenie alert for devices in planned outage.
Asked by Roshna:

Every day, I have an automatically generated list of devices that are in a planned outage. I would like to configure Opsgenie to suppress alerts for these devices. Could you please advise if this is possible and, if so, provide guidance on how to achieve it?


Answers:
author: John M
body: Hi [@Roshna](/t5/user/viewprofilepage/user-id/5230876) ,

The Standard and Enterprise plans have a feature called Maintenance policies, which allow you to suppress alerts from particular integrations for given time periods. You can read more about it here:

<https://support.atlassian.com/opsgenie/docs/create-and-manage-maintenance-policies>


author: fmonteiro
body: Same question here!