youngmon/atlassian-qna huggingface dataset:
I want to know how to take a backup of opsgenie and trying to take backup emails daily
Asked by Apurba Ghosh:

I want to know how to take a backup of opsgenie and trying to take backup emails daily


Answers:
author: TIMPERKINS
body: Hello,   

I've tried using this back up tool (<https://github.com/opsgenie/opsgenie-configuration-backup>), to backup and then restore an opsgenie instance. I've used the latest version, however i'm not sure that it works properly. It doesn't appear to restore everything e.g.:

* Removed users do get re-added
* User roles don't get updated
* Integration status's do get updated

* Names of teams and escalations don't get updated
* Forwarding rules that were added after backup, weren't removed.
* On-call schedule names weren't updated
* Global and team policies that were added after backup, weren't removed.
* Custom team roles that were added after backup, weren't removed.

<br />

Could you provide any insight on this?  
Are you aware if the current version is working as intended/ bug free?  

Thank you  


author: Arumugam M
body: Hey [@Apurba Ghosh](/t5/user/viewprofilepage/user-id/5426236) ,

Thank you for your question. This is Arumugam from Atlassian Support, happy to help!

I understand that you would like to take a backup of Opsgenie.

We have a backup tool which you can use to take backup of your configuration and later use it to restore if needed.

You could learn more about it in the link below:

<https://github.com/opsgenie/opsgenie-configuration-backup>

\*\*

For your other question on taking backup emails daily, could you please provide us with more information on this one?

Thanks,

Arumugam


Tags: cloud
Using Responder Alerts and JSM Integration together
Asked by Jake Good:

We currently use the JSM integration to do basic Agent alerting for new JSM incidents that come in. This function works fine but we would also like to use the functionality provided by the Responder Alerts in JSM to engage escalation teams after initial triage.

The problems I have ran into so far are...

* Integration creates an initial alert.
* Agent goes to ticket and assigned to self (creates another alert)
* Automation to acknowledge alerts (Moving Alert to In Progress) doesn't apply to the responder alerts.

So if I choose to just do integration I loose the future ability on the ticket to add responders by service (nice feature) Or if I just do Responder Alerts I loose the ability to auto ACK and either have to escalate to a team via JSM(plus second alert when the alerted team member assigns the ticket to themselves) or to a single person based off a on-call schedule (which isn't great when you have overlapping schedules).

Seems blocking the "Assign" Responder Alert would be the solution. But there doesn't seem to be a way to do that from JSM or in Ops Genie without blocking all other Responder Alerts.

Open to Ideas.


Answers:
author: Brennan Kiely
body: Hi Jake,

Taking a look at this, it does look like you can ack/close the alerts manually from the JSM incident, but I haven't been able to find a simple way to handle this via automation. I would suggest reaching out in the Automation community or to Jira support to see if there are any ways to handle this via automation.

My only thought would be to set up an automation rule to do an API call to list alerts from OG with the issue key in the message, then use that list to ack/close alerts.

<https://docs.opsgenie.com/docs/alert-api#list-alerts>

comments: author: Jake Good
body: Took some work but I managed to get it to work. Thanks!


Tags: jira-service-desk
Why are my alerts not getting acknowledged through the linked ticket?
Asked by Nicholas Marsden:

I've set up OpsGenie to acknowledge alerts when the issue is moved to the In Progress status or the issue is updated. However this is not happening. Right now, alerts must be manually ack'd through the OpsGenie Alerts console or when receiving the alert text/call.

Here is the setting: ![Screenshot 2024-02-07 122605.png](https://community.atlassian.com/t5/image/serverpage/image-id/305035i9B64E0ED943FB395/image-size/large?v=v2&px=999 "Screenshot 2024-02-07 122605.png")

Am I missing something?


Answers:
author: Mubeen Mohammed
body: Hello [@Nicholas Marsden](/t5/user/viewprofilepage/user-id/3294689)

Thank you for contacting the Atlassian Community. This is Mubeen, I will be happy to help.

The integration settings you shared in the screenshot above may be valid but you can validate if the desired payload reaching Opsgenie satisfy the above condition or not. You can validate the [Debug logs](https://support.atlassian.com/opsgenie/docs/search-logs/) for the incoming data to confirm whether the payload sent from Jira matches any integration condition.

If you are unable to validate this information then we can help validate your account log details to further investigate this behaviour. Please reach out to us by opening a support ticket at <https://support.atlassian.com/contact/> with your Opsgenie instance details and we can continue investigations from there.

Thank you for your time and consideration.

Regards

Mubeen Mohammed

Cloud Support Engineer
Report Header on Ops Genie Reports
Asked by Kurt M Pankopf:

I generated my first report from Ops Genie for Auditors.

This is part of the Header:  
Date Created is from 2024/01/22 12:00 AM until 2024/02/07 10:50 AM Team is 007288fd-87b0-4b52-8408-ae7b539601c9

There is no mention for the Team as we would know it. This was kind of hard to push to the Auditors.

Can we get the name to read the description of the team? Something that makes sense?

Thanks.


Answers:
author: John M
body: Hi [@Kurt M Pankopf](/t5/user/viewprofilepage/user-id/5403396) ,

The headers of the reports are not customizable, however, we are moving to a new reporting suite in the few months that should allow for more customizations.


author: Brennan Kiely
body: Hi Kurt,

We have an open feature request to display the team names instead of the IDs.

<https://jira.atlassian.com/browse/OPSGENIE-1792>

In the meantime, you can use the API to get the team name from the ID:

<https://docs.opsgenie.com/docs/team-api#get-team>

Or you can go to Teams \> select any team, then edit the URL with the team ID to see that team in the UI.


Tags: cloud
Issue with connecting OpsGenie with another company's Jira
Asked by Marko Madaras:

Hello all, I am experiencing issue with connecting our OpsGenie with client's Jira. In our OpsGenie, under Team dashboard \> Integrations I go to add client's project to which I have access, but I cannot see the project in the drop-down list. I have checked both Jira Software and Jira Service Management, but the project cannot be found. Any help would be greatly appreciated !

Best regards,

Marko


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

When creating the integration in Opsgenie, are you selecting the "Cloud" option in the "Integration variant" dropdown?

If so, that will only work if both the Jira and Opsgenie products are under the same Atlassian Cloud site. If you need to set this up with the products being on separate sites, I would recommend using the Legacy Webhook-based integrations:

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

[Integrate Opsgenie with Jira](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/)

If you face any issues while setting that up, I would suggest creating a support ticket at [Atlassian Support](https://support.atlassian.com/) so we can provide more detailed assistance.

Cheers,

Alan


Tags: cloud
OpsGenie voice numbers in China
Asked by hongksun:

Hi all,

I've been setting a bypass rule on my cell phone for all OpsGenie numbers published in [the doc](https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/). However, I got a page this morning when OpsGenie was calling me from +86 (10) 5225-3354 instead of the published +86 (10) 8639-1403.

What are the current numbers used by OpsGenie voice gateway these days? Can we make sure to update the documentation (the vcf file) and make announcements about this?

I had to rely on the voice call bypass for the provided OpsGenie numbers for convenience, as the OpsGenie Android app's notification bypass isn't very helpful. The Android app can only take the phone out of silence / vibration mode without setting it back afterwards. The phone could ring for notifications from other apps afterwards, and I would have to toggle the switch to set it back to the silence or the vibration-only modes.


Answers:
author: Mona Singh
body: Hi there,  

We're working with our internal teams to update the Chinese v-card numbers with these numbers in this [doc](https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/#Download-US-vCard):   
+86 (10) 8639 1403  
+861052253349  

Here's the internal ticket ID for your reference: JCCB-766  

Please feel free to reach out to us [here](https://support.atlassian.com/contact/?postauth=true#/) if you have any further queries or concerns and we'll be happy to assist :)  

Regards,  
Mona


author: Benjamin Lea
body: Hi [@Brennan Kiely](/t5/user/viewprofilepage/user-id/2275653), just a heads up that the vCard has been updated but the support page that lists the numbers has not: <https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/>

If new phone numbers are added in the future, it'd be ideal if Atlassian communicated this to us. Our team members weren't aware that there was a vCard update until one of our China-based engineers missed an alert call from the new number.

comments: author: Benjamin Lea
body: Ah sorry, I meant to post this as a reply to Brennan's answer, not as a new answer.


author: Mona Singh
body: Hi [@Benjamin Lea](/t5/user/viewprofilepage/user-id/2411227)  

Thanks for pointing this out. We have taken your feedback and will work with our internal teams to update [the Support doc](https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/) with the newly updated vcard.  

Also, we'll make sure to announce it beforehand if any new phone numbers are added in the future. Your point is noted and it definitely makes sense :)  

In case, you have any further queries or concerns, please feel free to reach out to us here and we'll be happy to help :)  

Regards,  
Mona Singh  


author: Brennan Kiely
body: Hi!

Thanks for bringing this to our attention. I've confirmed we do place calls from that number as well and created a bug ticket to get the vCard updated:

<https://jira.atlassian.com/browse/OPSGENIE-1887>

-Brennan
Delay in creating an Opsgenie alert from Jira service tickets
Asked by Maria Wyrzykowska:

Hi!  

On 1.02 at around 7:30 UTC we experienced multiple delays when creating Opsgenie alert from Jira service tickets, for example:

7:21 - created in Jira  
7:47 - created in Opsgenie   

I didn't find anything in my Opsgenie \& Jira logs that could explain this and I don't see any downtime mentioned on the Atlassian Status page.   
Was there any issue on Atlassian site around that time that is not mentioned on the Status page that could explain this?  

Thanks!  

<br />


Answers:
author: Brennan Kiely
body: Hi Maria,

It would be best to open a ticket at support.atlassian.com so the issue can be investigated deeper.
Is there a way to dynamically set responders with a GoogleStackdriver global integration?
Asked by brad_welker:

I am trying to create a Global Integration of type "Google Cloud's operations suite" (a.k.a. GoogleStackdriver) and auto-assign Responders in opsgenie based on policy labels in Google Cloud Monitoring (GCM). I added a policy label in GCM and am able to reference it in opsgenie's "Create Alert" rule with {{_payload.incident.policy_user_labels.opsgenie_team}} in some property fields, but the Responders field will not accept this.

Is there any way to dynamically assign Responders via a global Google Cloud Operations Suite integration? I would like to be able to assign Responders to opsgenie alerts originating from GCM without creating a GCM notification channel per opsgenie team or creating an alert filter per team in the opsgenie alert rule.


Answers:
author: John M
body: Hi [@brad_welker](/t5/user/viewprofilepage/user-id/5420484) ,

There isn't a way to filter for fields that aren't already available in the integration's 'create' filter.

I know you said that you didn't want to create an alert filter per team, but essentially that same logic is the only way to achieve your requirement, only using policies instead of alert actions in the integration.

To do that with policies, you would add the parsed field as an extra property in the 'create' action, then filter for it in a policy and hardcode the corresponding team.

Each team would need it's own policy. Below is an example.

Stackdriver Integration adding the team as an extra property:

![2024-02-02_04-33-57.png](https://community.atlassian.com/t5/image/serverpage/image-id/304022i45232B80632D9348/image-size/large?v=v2&px=999 "2024-02-02_04-33-57.png")

Policy for 'support team' as an example:

![2024-02-02_04-34-46.png](https://community.atlassian.com/t5/image/serverpage/image-id/304023i1DE73D24BCEA2EBE/image-size/large?v=v2&px=999 "2024-02-02_04-34-46.png")

comments: author: brad_welker
body: Understood, I appreciate the response. I do think this would be useful functionality to have so that new and existing teams could simply create stackdriver policies with an "opsgenie_team" label to route alerts to their team without the need to setup an additional matching policy on the opsgenie side.

Thanks John!


Tags: cloud

google
OpsGenie Freshservice Integration - Notes from FS to OpsGenie not updating OG Alert
Asked by Andrew Wildey:

We are setting up the Freshservice to OpsGenie integration. We have it mostly working - creating a new Alert is working. OpsGenie sending notes/updating Status to Freshservice is also working as expected. However, when a note is added in Freshservice we see the Note Count go up in OpsGenie but it is not getting added to the Alert itself!  
We are using the documentation - <https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-freshservice/> using the json code supplied [here.](https://github.com/opsgenie/opsgenie-integration/blob/master/freshservice/addPrivateNote.json) Could someone check this to ensure it works?  

![OpsGenie - Count Updating but no actual note on the OG Alert.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/303869iF269AA981893E8C4/image-size/large?v=v2&px=999 "OpsGenie - Count Updating but no actual note on the OG Alert.PNG")


Answers:
author: John M
body: Hi [@Andrew Wildey](/t5/user/viewprofilepage/user-id/5419357) ,

John from Opsgenie support here, happy to assist. Your screenshot actually means that the alert is being [deduplicated](https://support.atlassian.com/opsgenie/docs/what-is-alert-de-duplication/), which means it's matching against the 'create' action each time due to the alias being the same. Incoming alert actions are processed from top to bottom within the integration, and since the 'create' action is always first, if it matches that action, it will never make it to the other actions, including 'add note.' To fix this, you will need to adjust the filters on your 'create' action in the integration so that it does not match incoming payloads with that are meant to add notes, rather than create new alerts. Then when the payload alias matches, it will process against the 'add note' action.

comments: author: Andrew Wildey
body: Thanks John. I managed to get access to OpsGenie and tweak the 'create' an Alert rule. Thanks for your guidance on this one.
Link users between Jira and Opsgenie
Asked by Khalid Sheikh:

How do I link my Opsgenie with Jira so that when a user acknowledges an alert in Opsgenie, this translates to the user being assigned that alert in Jira?


Answers:
author: Richard Scholtes
body: Hi [@Khalid Sheikh](/t5/user/viewprofilepage/user-id/5419572) ,

the link between OpsGenie and Jira is generally done via the "Connected Apps" part in the "Settings" of OpsGenie.![opsgenie_integration.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/303690iD08E16C3B3AA7E44/image-size/large?v=v2&px=999 "opsgenie_integration.PNG")

Although the syncing of assignments is not possible out of the box, yet. You can sync them with fetching the users name from the comment that the sync places in the JSM issue after the ACK and let the automation assign it. But that needs a rule that includes all names of possible assignees in an If/Else Loop.  
If it is worth your time, go ahead. If not, just wait for Atlassian to implement the function.  
This is the link to the feature request: <https://jira.atlassian.com/projects/OPSGENIE/issues/OPSGENIE-26>

comments: author: Khalid Sheikh
body: Thank you, Richard; we're running Jira v8.22.6, possibly not on the cloud yet. Is it still possible, or do we need to be using JSM?

Also, how do we set up the rule that includes all names of possible assignees? Would you happen to have some instructions on this?


Tags: jira
Different contact methods for notification rules based on Escalation?
Asked by james.martin@wexinc.com:

In the same team we have two on call schedules. One for on call and one for escalation if the on call person doesn't answer. I have everything set up appropriately (Routing rule, escalation policies and on-call schedules) and it all works.

Here's the rub. I'm trying to configure my Notification rules for new alert to do the following:

- Notify me via email when I receive it as part of the on call schedule.

- Notify me via sms if I receive it via the escalation schedule.

I think I can do this by creating two notification rules, but I'm lost in terms of the condition criteria. How do I indicate the difference in the conditions?

Thanks!


Answers:
author: Dave Mathijs
body: Hi [james.martin@wexinc.com](/t5/user/viewprofilepage/user-id/5414957) welcome to the Atlassian Community!

That's an interesting question!

I've been digging through the documentation, but I haven't found a solution either. In my opinion, this differentiation is not possible as on-call schedules are "independent" from escalations methods.

Awaiting answers from other Opsgenie users who may be able to provide you with a solution.

comments: author: james.martin@wexinc.com
body: Thank [@Dave Mathijs](/t5/user/viewprofilepage/user-id/2662590) for looking into it! Would there be a way to auto-tag an alert (or change it's priority) on escalation? If I could do that then I could filter the notification method either by tag or priority.
I can't add Team Integration
Asked by Martin Cibils:

Hello,

I am trying to create a firing alert with Prometheus, Opsgenie and MS teams so that we receive an alert in case our product is down for \>5 minutes. However it seems that I can't add an integration for MS team in Opsgenie as I am stuck on a page where I can't do anything. It seems to be loading forever. Check below for the screenshot:![Screenshot 2024-01-25 at 10.45.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/302444i67722FFA2508EBB4/image-size/large?v=v2&px=999 "Screenshot 2024-01-25 at 10.45.25.png")

It is in this second wiki page where when I click on MS teams I am stuck on the blank page.

Any tips on how I can move past this issue?

Best,

Martin


Answers:
author: Brennan Kiely
body: Hi Martin,

You may not have access to add integrations in your account. I would suggest reaching out to one of your local admins to check your permissions and then reach out to support if there are still issues.


Tags: cloud
hat is the Proper GenieKey Format for a Post API Integration?
Asked by J Paul:

I am attempting to build a Microsoft Power Automate flow that includes and HTTP action step that will send an alert to Opsgenie. I am following this documentation:  
<https://docs.opsgenie.com/docs/alert-api>. Based upon this documentation, the headers should be as follows:  
curl -X POST <https://api.opsgenie.com/v2/alerts> -H "Content-Type: application/json" -H "Authorization: GenieKey eb243592-faa2-4ba2-a551q-1afdf565c889"  

This is my set up in Power Automate

When I test this flow, I receive this response:  
{  
"message": "Key format is not valid!",  
"took": 0,  
"requestId": "b4ac57cd-5a0c-47ff-a426-0407c52dc9a5"  
}  
When I compare the GenieKeys from the documentation and the key in my integration I see the only difference is the 4th set of digits.  
Doc example Key: eb243592-faa2-4ba2-**a551q** -1afdf565c889  
My API Key: 5d1cb85a-1f5c-4bec-**9ae5** -8a7f96e5b9c0  
I wouldn't t think that would make a difference, but maybe it does.  
Also, I've tested using both of these URIs:  
<https://api.opsgenie.com/v2/alerts>  
<https://api.eu.opsgenie.com/v2/alerts>  
just to eliminate that as a possibility. I'm in the U.S., so I believe I should use the <https://api.opsgenie.com/v2/alerts>.  
I receive the same error for each test.


Answers:
author: Talar Pavlovic
body: Hi there J,

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

Opsgenie offers 2 types of API Keys -

1. You can create one from Settings \> API Key Management
2. You can create an [API Integration](https://support.atlassian.com/opsgenie/docs/create-a-default-api-integration/) (Settings \> Integrations or Teams \> Integrations)

You can read more about the keys here: <https://support.atlassian.com/opsgenie/docs/api-key-management/>

I suspect that they API Key you're using there is from the Settings \> API Key Management

Could you please create an API Integration and use the key from there instead, please?

If it still doesn't work, testing with another API tool (e.g. Postman) to double-check the endpoint and authorisation being used is valid might be useful!

Hope this helps!   
Talar

PS. I'd recommend deleting the API key posted here as this is a public forum ?
How to track the acknowledgement time taken for the tickets dayand month wise for the last 3 months
Asked by nagaveeravenkata.javvadi:

. How to add the RCA details in the Opsgenie?  
2. How to track day and month wise count of alerts for new ones?  
3. How to track the tickets that were closed wirth MTTR?  
4. How to track the acknowledgement time taken for the tickets dayand month wise for the last 3 months?


Answers:
author: Muhammad Zeeshan
body: Hey [@nagaveeravenkata.javvadi](/t5/user/viewprofilepage/user-id/5413222) ,  
1. How to add the RCA details in the Opsgenie?  
We will need to understand your system and Opsgenie setup better to realise where you are receiving the RCA details from for your alerts. For that you can reach out to our Support team via <https://support.atlassian.com/contact/> so we may investigate your account and answer your query better.  
2. How to track day and month wise count of alerts for new ones?  
You may navigate to Analytics \> Alert Reports \> Alert Analytics and check the 'Number of Alerts' there. You can then filter that dashboard for the past months/days.  
3. How to track the tickets that were closed with MTTR?  
You may navigate to Analytics \> Alert MTTA/R Reports \> Alert MTTA/R Analytics and click the 'Closed alerts' number there. You will then see the option of 'Show Alerts Detailed'. Upon clicking that you will get the list of alerts that you can download and sort via the Time to close and see which of them fall under your set MTTR.  
4. How to track the acknowledgement time taken for the tickets day and month wise for the last 3 months?  
Same as previous query but this time you can filter the dashboard for past 3 months and check the 'Time to Acknowledge' field in that same alert list you downloaded.  
BR,