youngmon/atlassian-qna huggingface dataset:
Email content pasting as plain text in Opsgenie alert
Asked by Kundan Bonde:

Hi community,  
I have done emailed integration in my Opsgenie and I am aware that the {{message}} field in Opsgenie treats the email content as plain text. But there's tabular data in my email content which gets pasted as plain text with each attribute on new line and is difficult to read. Is there a way we can retain the table in the email received as is and send it further to JSM?  

Or do we need any intermediate processing? For e.g below is a table in my email   

![{A4740D03-8CA5-44EC-868A-7DB412F43AA2&#125;.png](https://community.atlassian.com/t5/image/serverpage/image-id/347637iE108FAE3F03D3D8C/image-size/large?v=v2&px=999 "{A4740D03-8CA5-44EC-868A-7DB412F43AA2&#125;.png")

but when alert is created, the description of alert looks like this:

\[column1\]  
\[column2\]  
\[column3\]  
17681  
25000  
15000


Answers:
author: Tejaswi G
body: Hi [@Kundan Bonde](/t5/user/viewprofilepage/user-id/5472162)

This is Tejaswi from Atlassian Team and here to help :)

Unfortunately, We don't have a option to parse the email integration description HTML text and it will be displayed as a plan text in Opsgenie. We already have an FR [OPSGENIE-1551](https://jira.atlassian.com/browse/OPSGENIE-1551) for this request.

You can add yourself as a watcher to receive the status update this feature request.

Kind Regards,  
Tejaswi


Tags: cloud

opsgenie-cloud
Email Integration Alert Description
Asked by Sean Lively:

I setup an email integration for Redgate SQL Monitor, and while I'm successfully getting alerts, the Description is all raw html:

![2024-09-12 11_56_02-Alert #360 - Alerts - JIRA.png](https://community.atlassian.com/t5/image/serverpage/image-id/347194i20AA14ED83994D6F/image-size/large?v=v2&px=999 "2024-09-12 11_56_02-Alert #360 - Alerts - JIRA.png")

How do I get something more useful into the Description field?


Answers:
author: Chris DeGidio
body: hi [@Sean Lively](/t5/user/viewprofilepage/user-id/1141670)

I see you mentioned using an email integration to do this. We do have a fully fledged Redgate SQL Monitor integration within the platform:

<https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-redgate-sql-monitor/>

Have you tried using the integration? It has some dynamic fields which will allow you to easily build out the alert description exactly how you want it

![2024-09-13_13-44-36.png](https://community.atlassian.com/t5/image/serverpage/image-id/347380i905EA0F431DA6599/image-size/large?v=v2&px=999 "2024-09-13_13-44-36.png")

I look forward to hearing back!

- Chris
Can Ops Genie raise alerts/notifications from inbound emails?
Asked by Dave Schaible:

Part of my customer support system is a ticketing portal that generates emails when a ticket is created, can Ops Genie take those emails in and alert on them based on criteria we define?


Answers:
author: Mikael Sandberg
body: Hi [@Dave Schaible](/t5/user/viewprofilepage/user-id/4618869),

Welcome to Atlassian Community!

Yes, you can use emails to generate alerts, if you go to Integrations there is one for Email. Have a look at this [KB](https://support.atlassian.com/opsgenie/docs/integrate-your-email-with-opsgenie/#) for more information on how to set it up, it easy to do, all you have to do is give it a name and associate it with a team and then Opsgenie will generate the email address for you.

comments: author: Dave Schaible
body: Thanks for the quick response!


Tags: cloud
New webhook integration from Zendesk
Asked by Jason Donaldson:

Hi,

As Zendesk are deprecating triggers has anyone replaced them with webhooks as per Zendesk suggestion ?

<br />

Thanks,  
Jason


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

We are currently working on updating the integration and the documentation, you can track this in the below request:

<https://jira.atlassian.com/browse/OPSGENIE-1972>

In the meantime, the below steps should work for getting the integration working via Webhooks:

**See the steps below to define a new Zendesk webhook to send to Opsgenie**

1. Navigate to the Admin Center  
2. Click on 'Apps and integrations', and select 'Webhooks'  
3. Select Actions \> Create webhook, and define a webhook with the following values:  
   Endpoint URL: [https://api.opsgenie.com/v2/json/integrations/zendeskv2?apiKey=\<your-api-key\>](https://hello.atlassian.net/wiki/spaces/OGTSKB/pages/1549715967/How+to+Configure+Zendesk+Opsgenie+Webhooks#)  
   **Request method: POST**   
   **Request format: Form encoded**   
   **Authentication: None**
4. Save the webhook, and navigate back to the main menu. Click into Settings (?) \> Triggers, and select either 'Add Trigger' if this is an entirely new setup, or edit an existing trigger
5. In your trigger definition, we'll configure two key things - first, set the Action as 'Notify active webhook', and point it towards the webhook you just defined. Then add a single URL parameter with the key 'ticket', and the value below. Note that this is copied [from here](https://github.com/opsgenie/opsgenie-integration/blob/master/zendesk/triggerInstructions.md), and you can add the other action trigger bodies in a similar way.

> action: create \|\| id: {{ticket.id}} \|\| status: {{ticket.status}} \|\| title: {{ticket.title}} \|\| tags: {{ticket.tags}} \|\| link: {{ticket.link}} \|\| external_id: {{ticket.external_id}} \|\| via: {{ticket.via}} \|\| priority: {{ticket.priority}} \|\| ticket_type: {{ticket.ticket_type}} \|\|gi score: {{ticket.score}} \|\| groupname: {{ticket.group.name}} \|\| due_date: {{ticket.due_date}} \|\| account: {{ticket.account}} \|\| assigneename: {{ticket.assignee.name}} \|\| requestername: {{ticket.requester.name}} \|\| organizationname: {{ticket.organization.name}} \|\| in_business_hours: {{ticket.in_business_hours}} \|\| description: {{ticket.description}}

Save the trigger once this is added, and you should be able to test the trigger and see the resulting alert created/updated in Opsgenie

If you run into any issues with this, I would recommend creating a support ticket at [Atlassian Support](https://support.atlassian.com/) so that we can help troubleshoot.

Regards,

Alan


Tags: cloud

opsgenie-cloud
Teams in different Regions
Asked by Andre Tenreiro:

Hello,

I'm new to Opsgenie and looking for some guidance.

Our team is set up across three regions (USA, Europe, and Asia) with 4 members in each region, operating on a follow-the-sun model to provide 24-hour coverage. Only one person from each region is on-call during their respective business hours. Each region has its own escalation point, with the second escalation being the global manager.

What would be the best way to set up the Teams in Opsgenie? Should I create three separate Teams with individual rotations, or a single Team with three rotations?

Thank you,


Answers:
author: Kari Kvale
body: Hi Andre, I'm also looking at the same setup, do you have any learnings from your setup you could share?

Thank you!


author: Tejaswi G
body: Hi [@Andre Tenreiro](/t5/user/viewprofilepage/user-id/5590563)

Thank you for reaching to Atlassian community. This is Tejaswi and happy to help.

I recommend you create a single team with multiple schedules and escalation rules based on your requirement. You can refer to the document [here](https://support.atlassian.com/opsgenie/docs/create-an-on-call-schedule-with-business-and-off-hours/) for the example where they have configured the rotation of business hours and off business hours.

if you have further query. Feel free to open a ticket with us <https://support.atlassian.com/contact>.

Kind Regards,  
Tejaswi


Tags: cloud

opsgenie-cloud
Did opsgeie move inside Jira and JSM for on-call and alerts?
Asked by Mikel Whipple:

We recently have the need to build an on-call rotation and I was trying to explore opsgenie on my home instance. it seems from the time I looked at it a couple of years ago to now it is more fully integrated and part of JSM? JSM is the part I am looking at using it in. I just want to confirm it has been moved to on-call, alerts and such and is now managed on the site and not at {{tenant}}.app.opsgenie.com

Thanks.


Answers:
author: Dave Rosenlund _Trundl_
body: Welcome to the community, [@Mikel Whipple](/t5/user/viewprofilepage/user-id/5586869) .

That's correct ?

<https://support.atlassian.com/jira-service-management-cloud/docs/start-shifting-from-opsgenie-to-jira-service-management/>
Service alerts are not getting created in Opsgenie
Asked by janaki:

Hi Team,

We have successfully integrated Opsgenie with Icinga 2 following the provided documentation. While host alerts are being received, service alerts from Icinga 2 are not being sent to Opsgenie.

Here is the documentation we followed:  
[Integrate Opsgenie with Icinga2](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-icinga2/)

Thanks,

R.Janaki


Answers:
author: Egor
body: Hey Janaki,  
Thanks for reaching out to Atlassian Community!   

First, we need to understand if anything comes to Opsgenie. Could you please go to Settings \>\> Logs and validate if there are any logs related to Icinga2.   

In case not, I would suggest checking it on the Icinga2 side and make sure that it's triggering something to Opsgenie.   

In case you see the logs coming, please check the errors of warnings. Based on that, you can perform further steps to resolve the issue.

Best Regards,  
Egor
Report MTTA and MTTR only in comercial time
Asked by Vinicius Barbosa:

It?s possibly create a report or query from API where MTTA and MTTR of alerts is calculate only in comercial time.


Answers:
author: Dave Rosenlund _Trundl_
body: Sorry for the delayed response, [@Vinicius Barbosa](/t5/user/viewprofilepage/user-id/5585473) ?

As far as I and at least one other community leader can tell, it is not possible to calculate MTTA/MTTR in Opsgenie/JSM using anything other than a 24-hour clock (through the UI or APIs).

I suspect this is because MTTA/MTTR is viewed this way by our/your customers. Plus, this is the accepted definition(s) for MTTA/MTTR.

That said, I am escalating this to Atlassian so someone from the JSM/Opsgenie team can weigh in.

Best,

-dave

comments: author: Rafael Meira
body: Hey [@Vinicius Barbosa](/t5/user/viewprofilepage/user-id/5585473) the answer above is correct, there isn't a way to calculate only comercial time.  

Here is a Feature Request you can follow and vote <https://jira.atlassian.com/browse/OPSGENIE-2324>

Thanks [@Dave Rosenlund _Trundl_](/t5/user/viewprofilepage/user-id/1164057)


Tags: jsm

mtta

mtts
Change Team Name in OpsGenie
Asked by Shayne Wheeler:

The name of my team has change. How can I change the team name in OpGenie?


Answers:
author: Tansu Akdeniz
body: Hi [@Shayne Wheeler](/t5/user/viewprofilepage/user-id/5242510)

Welcome to the community!

Please check this [What are teams in Opsgenie?](https://support.atlassian.com/opsgenie/docs/what-are-teams-in-opsgenie/#Editing-or-deleting-Teams) page.
How can we merge the rotations back into one true final schedule?
Asked by Bailey Gallagher:

**Our multiple rotations are no longer merging into one final schedule. How can we merge the rotations back into one true final schedule?**

Between 2 incident managers overrides on the schedule are not merging into one final schedule. Both regularly scheduled incident manager and person for override are being alerted at at the same time.


Answers:
author: Eugenio Onofre
body: Hi [@Bailey Gallagher](/t5/user/viewprofilepage/user-id/5275622)

Would you please provide a screenshot of your team configuration, including routing rules and escalation?

Thanks.

comments: author: Bailey Gallagher
body: [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) ![Screenshot 2024-09-06 at 15.16.38.png](https://community.atlassian.com/t5/image/serverpage/image-id/346389i43943C9F91D461C2/image-size/large?v=v2&px=999 "Screenshot 2024-09-06 at 15.16.38.png")![Screenshot 2024-09-06 at 15.15.54.png](https://community.atlassian.com/t5/image/serverpage/image-id/346390i237CCF2D392D5F34/image-size/large?v=v2&px=999 "Screenshot 2024-09-06 at 15.15.54.png")


author: Eugenio Onofre
body: Hi,

The final schedule is **per rotation**.

When configuring on call schedules, you have two main entities:

* schedule, which is the calendar itself
* rotation, which is the rotation rule within a schedule. A schedule can contain multiple rotations

When configuring an override, you can also select to which rotation that override applies to.

So the final result is working as expect. If you want the override to show up in the "primary's" rotation, please make sure to select this rotation when setting up the override.

Regards,  
Eugenio


author: Bailey Gallagher
body: [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) I have been doing that when I go to add my override I add it to "primary schedule" then I select the person who I want the override to make as primary. Regardless of doing that I am experiencing this issue.


author: Eugenio Onofre
body: [@Bailey Gallagher](/t5/user/viewprofilepage/user-id/5275622)

Thanks for the information. Based on the screenshots you provided, seems the wrong rotation was selected when creating an override.

I strongly recommend opening a support ticket with Atlassian then!


Tags: cloud

oncall

opsgenie-cloud
How to create a schedule/rotation for a team with part-time members (4d/w)
Asked by Wouter van der Toorren:

I have a team with engineers that work part-time, 4 days a week and also engineers that have a day off bi-weekly.

How do I configure a schedule and rotations for this situation


Answers:
author: Mubeen Mohammed
body: Hello [@Wouter van der Toorren](/t5/user/viewprofilepage/user-id/4925560)

Thank you for contacting the Atlassian Community!

Configuring an Opsgenie schedule for a team with part-time engineers who work 4 days a week, as well as engineers who have a day off bi-weekly, requires setting up custom rotations that accommodate each engineer's availability. This is possible with creating Two Rotations under the schedule, one for each category of the users.

**Add Rotation for Part-time Engineers**

- Assign the engineers who work 4 days a week to this rotation.  

- Set the rotation type to "Weekly" and specify the days they are available. For example, if they work Monday to Thursday, select these days.  

- Define the coverage period for each engineer.

**Add another rotation for engineers who have a day off bi-weekly.**

- Assign the relevant engineers to this rotation.

- Set the rotation type to "Custom" to accommodate their unique schedule.

- Define a bi-weekly rotation period, specifying which days of the week they are available. You can configure this by setting up two-week interval patterns and specifying their off days (e.g., if they are off every other Friday, you can set that in the pattern).

By following these steps, you can set up an Opsgenie schedule that accommodates both part-time engineers and those with bi-weekly day-offs, ensuring smooth and effective on-call coverage for your team.  

I hope this is helpful. If you are facing any further issues with the configurations you have tried, then please reach out to the support team at <https://support.atlassian.com/contact/> so the configurations can be further validated.

Regards

Mubeen Mohammed

Cloud Support Engineer

comments: author: Wouter van der Toorren
body: Thanks you! That was what I was looking for.


Tags: cloud
Amazon Security Hub Outgoing region mismatch
Asked by Omar:

While setting up Outgoing Authentication for the Amazon Security Hub integration, I encountered an issue when selecting the region. Although "ca_central_1" is available in the drop down menu, saving it results in an error indicating that the region is invalid and should be "ca-central-1" (with dashes instead of underscores). Unfortunately, the drop down menu doesn't allow for manual changes, leaving me unable to correct the region format.![2024-09-04_12-12-20.png](/t5/image/serverpage/image-id/345602i436A644CDFEA6790/image-dimensions/386x262?v=v2 "2024-09-04_12-12-20.png")

![2024-09-04_12-01-19.png](/t5/image/serverpage/image-id/345600i37EA132967A036D0/image-size/large?v=v2&px=999 "2024-09-04_12-01-19.png")


Answers:
author: Jim Knepley - ReleaseTEAM
body: I strongly suspect that you've found a bug, you should contact support and let them know.

comments: author: Omar
body: Thank you for the response, yes I think so too.


Tags: cloud

opsgenie-cloud
How to grant a user access to opsgenie
Asked by David Socarras:

Can the user use the same Atlassian credentials to access Opsgenie?


Answers:
author: Mikael Sandberg
body: Hi [@David Socarras](/t5/user/viewprofilepage/user-id/5584264),

Welcome to Atlassian Community!

Yes, a user can use their Atlassian credentials to access Opsgenie, all you have to do as an admin is to go to admin.atlassian.com, lookup the user and assign an Opsgenie license to them.


Tags: user-management
error on export alerts
Asked by Jean-Christophe Lecouty:

hello

i can not export alerts, using the menu "export CSV".

the .zip is generated, but when i open it, i have the following message :

"compressed folders error : the compressed folder c:\\.... is not valid"

export CSV already test with another laptop : same error.

thx for your help

Jean Christophe


Answers:
author: Tejaswi G
body: Hi [@Jean-Christophe Lecouty](/t5/user/viewprofilepage/user-id/4656944)

This is Tejaswi here from the Atlassian support and happy to help.

We already have a known bug [OPSGENIE-2300](https://jira.atlassian.com/browse/OPSGENIE-2300) for this issue and it is being worked on it.

Please add yourself as a watcher to track and receive the notification updates on this bug.

Kind Regards,  
Tejaswi

comments: author: Jean-Christophe Lecouty
body: thx


Tags: cloud

opsgenie-cloud
Setting up opsgenie to use twilio for incoming calls
Asked by Matt Ruffell:

Due to the upcoming changes on September 30th (Upcoming Changes to Opsgenie Incoming Call Integrations Assigned UK Phone Numbers)

We have set up a new number with Twilio with a regulatory bundle but my question is when I go to the incoming call integration and try to change it by switching on the (use your own Twilio number) slider it wont let me switch it on its just greyed out ?

Im set up as an Admin on the system so unsure why I cant switch this on, any help would be great

![opsgenie.png](/t5/image/serverpage/image-id/345577i43194C69D61599F2/image-size/large?v=v2&px=999 "opsgenie.png")


Answers:
author: Chris DeGidio
body: hi [@Matt Ruffell](/t5/user/viewprofilepage/user-id/5468206) it would be great if you could go ahead and create a support request to our team at support.atlassian.com

With this we will be able to gain access to the account and see the details for what is going on there.

Thanks so much!

- Chris


author: Matt Ruffell
body: Thank you [@Chris DeGidio](/t5/user/viewprofilepage/user-id/3202394)   

I have done this now and got to the bottom why it wouldnt work so thank you


Tags: cloud

opsgenie-cloud
alert Priority ??????
Asked by ???-?????-???Bill_Chen:

?????????????  
1.???Alias????????????alert Priority??????  
EX: P4 Escalation \> P3  
2. Alert?????????????incident ?????????opsgenie????????


Answers:
author: Wei Wung
body: Hi Bill,

Thank you for reaching out! Using Google translate, I understand you have 2 questions:

1. "When the number of the same Alias alarms accumulates to a certain level, can the alert priority be upgraded? EX: P4 Escalation \> P3"
2. "Under what circumstances can Alert be upgraded to incident? Can opsgenie be configured to do this without additional development?"

Unfortunately, we don't currently have the ability based on the alert **de-duplication count** to increase alert priorities or to trigger the creation of an incident.

I have added the URL of this community question to both of the following feature requests:

1. [OPSGENIE-630](https://jira.atlassian.com/browse/OPSGENIE-630) As a user, I would like to have Incident rules based on increased priority of the alert
2. [OPSGENIE-471](https://jira.atlassian.com/browse/OPSGENIE-471) Ability to have alert policies filter by deduplication count

Suggest up-voting and add yourself as watcher of these two feature requests.

Best Regards,

Wei

comments: author: ???-?????-???Bill_Chen
body: Thanks for getting back to me


Tags: cloud

opsgenie-cloud
Could not send [createCase] action to SalesForceServiceCloud
Asked by Theo Adegboye:

What could be the problem here, Am getting this error below after creating the Auth between Opsgenie and salesforce, this instruction was followed <https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-salesforce-service-cloud/>

Could not send \[createCase\] action to SalesForceServiceCloud \[Opsgenie - Salesforce Integration\]. Reason: 400 Bad Request: "{"error":"invalid_grant","error_description":"authentication failure"}"


Answers:
author: Shashwat Khare
body: Hi [@Theo Adegboye](/t5/user/viewprofilepage/user-id/5575357) ,  

This is Shashwat from Opsgenie support and here to help! :)   

This error is thrown for the authentication issue and is due to the password authentication not working on the Salesforce side.  

Could you please try updating your Salesforce password and ensure **it contains no special characters like # or \&?**   

Please try resetting the password and re-authenticating the integration, and let me know if it works now.  

Best,  
Shashwat

comments: author: kurt_donoghue
body: Hi [@Shashwat Khare](/t5/user/viewprofilepage/user-id/4062749) - I'm having the same issue. Is a full stop allowed in the password? - a special character is required when resetting the Salesforce password.

Also, do you offer guidance anywhere on how the connected app should be configured e.g. All users may self-authorize or Admin approved users are pre-authorized? Also, how should the integration be set up in Opsgenie e.g. should URL be <https://test.salesforce.com>?


author: Shashwat Khare
body: Hello [@kurt_donoghue](/t5/user/viewprofilepage/user-id/5588869)   

Could you please log a ticket with us using [this link](https://support.atlassian.com/contact/) and we will answer all queries listed above once we have your configuration details and if required, the access to your account?  

Best,  
Shashwat


Tags: opsgenie-cloud

salesforce
OpsGenie Alerts
Asked by Chandra Mouli Bollareddy:

Hi All,

I have created teams and services.

**Service1:** JIRA India Team Service, **Team1/Responders**: - JIRA India Team

**Service2:** Infra India Team Service, T**eam2/Responders:** - Infra India Team

OpsGenie Integrated with JSM Project.

If any user select the services from request form. then alert is created in OpsGenie. (This is clear from my end).

if user select the **JIRA India Team Service** then send the notification to **JIRA India Team**

if user select the **Infra India Team Service** then send the notification to **Infra India Team**

Now, If i create any ticket and select any service then send the notification to **Infra India Team**(I'm not expecting this).

**How to setup this, based on services send the alerts to respective responders.**


Answers:
author: Nayan Pandey
body: Hello Chandra,

This is Nayan from Atlassian support and I am here to help! :)

Could you please help us confirm if you are using Jira for the ticket creation?

Regards,  
Nayan


Tags: cloud

opsgenie-cloud