youngmon/atlassian-qna huggingface dataset:
Alerts not making successful calls
Asked by William Butt:

Hello,

A colleague of mine is getting the following message in the Activity Log for alerts on testing...

================================================

**Could not send \[voice\] notification to \[###\], CallStatus failed, Retrying**

**Could not send \[voice\] notification to \[###\], CallStatus failed, failed after 4 retries!**

================================================

He is getting the Opsgenie notification along with the SMS messages.

His phone number is configured correctly.

Any ideas on what may be causing this?

Is this something within Opsgenie itself or a carrier? Are there any types of troubleshooting on our Opsgenie side of things?

Are there any other types of logs that we could check internally to ensure that all is well on our side?

Thanks

William.


Answers:
author: Muhammad Zeeshan
body: Hey [@William Butt](/t5/user/viewprofilepage/user-id/4345528) ,

To begin with you can check if the country of that phone number is part of the lit of supported ones here: <https://support.atlassian.com/opsgenie/docs/supported-countries-for-sending-sms-and-voice-calls/>

If all seems good there you can always reach out to our Support Desk via: <https://support.atlassian.com/opsgenie/> so you can share the number with us and we can check the logs on our side for further troubleshooting.

Best,
how to upgrade jira from 8.6.0 to latest version 8.22.1
Asked by dinesh:

hi

Iam geting data base error while upgrding.so can u help


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@dinesh](/t5/user/viewprofilepage/user-id/4680092) ,

welcome to the Atlassian community!

Here a complete how-to guide <https://confluence.atlassian.com/adminjiraserver/upgrade-checklist-966063320.html>

Btw, plese could you attach error? We need to know error and log entries.

Fabio


author: Jacques
body: Hey Dinesh,

You have posted this question in the Opsgenie channel... You're best posting this in the Jira specific forum: <https://community.atlassian.com/t5/Jira/ct-p/jira>

Also, when you post it, add the error message you're getting.. The more details you give, the more precise help can be ;)

Kind regards,  
--- Jacques.
Does an escalation still wait for an ack if the schedule assigned does not have anyone on-call?
Asked by Kailey Lampert:

In the typical scenario where an alert is routed to the person on-call according to a schedule, then escalates to a wider team if not acknowledged after some minutes, what happens if there is a gap in the initial schedule?

Does the escalation take place immediately, or does the escalation still wait for the ack that won't arrive?


Answers:
author: Nick H
body: Hi [@Kailey Lampert](/t5/user/viewprofilepage/user-id/4530723) ,

If the setup looked something like this:

![esca1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188722i277A911CB18EBF2F/image-size/large?v=v2&px=999 "esca1.jpg")

\^ where the first rule of the escalation notifies the on-call user(s) immediately, then routes to another team 10 minutes later - Opsgenie would still wait 10 minutes to escalate the alert even though there is not an on-call user in the team's schedule.
Send one alert to multiple Slack channels
Asked by bogdanmartin:

Hi guys,

We have multiple projects that are monitored by Monit, and when something goes wrong, Monit sends an API call to Opsgenie and we get alerted on Slack. Each project has a separate slack channel, so all the alerts are separated by project.

For some PROD alarms (not all PROD alarms are included here), we have policies and only they trigger a call from Opsgenie to our on-call team 24/7. All is working as expected.

What I am trying to do is: somehow configure Opsgenie to send the same PROD/on-call notification/alarm to 2 different slack channels at the same time, so the on-call team can easily spot the issue.

I want to implement this because when something bad happens on PROD we get multiple alerts on Slack, but not all of them are relevant for the on-call team, and they can miss some relevant alerts by mistake.

Example:

Currently we already have this:

Project1 sends alarms to slack channel #project1_alarms

Project2 sends alarms to slack channel #project2_alarms

What I want to implement:

Project1 sends alarms to slack channel #project1_alarms + also the same alarm to #general-oncall-alarms

Project2 sends alarms to slack channel #project2_alarms + also the same alarm to #general-oncall-alarms

I tried tinkering with integrations and some policies, but was unable to find a way to implement this.

How can I make this happen?

Thanks!


Answers:
author: Nick H
body: Hi [@bogdanmartin](/t5/user/viewprofilepage/user-id/4820212) ,

Is all of this managed under one team? If yes, it seems like you could create a third Slack integration under this team that sends Project1 and Project2 alerts to the #general-oncall-alarms channel.

Otherwise, you could create a global Slack integration - which means it's assigned to No Team - and send Project1 and Project2 alerts to the #general-oncall-alarms channel.

Note that global Slack integrations can apply to all alerts if no filter is configured. So depending on how your label Project1 and Project2 alerts, the Slack filter might look something like this:

![slack1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188540i2230F71DA486658B/image-size/large?v=v2&px=999 "slack1.jpg")

comments: author: bogdanmartin
body: Thank you, working, it never occurred to me to not configure a team :)


Tags: slack
Send alert notification during business hours even if the alert came in during non-business hours
Asked by David Dumas:

Send alert notification during business hours even if the alert came in during non-business hours

I have an email integration.

Example: In my application, let's say there is an error at 1am on Friday. My application sends an email to the opsGenie email address I have setup in the integration. However, I want the alert notification to "delay, and send the alert email at 8a on Friday during business hours.

Can this be done in some fashion?

Dave


Answers:
author: Nick H
body: Hi [@David Dumas](/t5/user/viewprofilepage/user-id/4819666) ,

[Notification policies](https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/#Notification-Policy) can delay / suppress notifications during after hours, and notify at the start of the next day (or next business day).

That policy might look something like this:

![del1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188471i386B3BB537EBBB24/image-size/large?v=v2&px=999 "del1.jpg")![del2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188472i9960FE36D183CEFF/image-size/large?v=v2&px=999 "del2.jpg")

Note that notification policies are only available on the Standard and Enterprise plans, so if your plan does not offer this functionality the closest thing would be configuring a routing rule that sends alerts to No-one during after hours. This option lacks the ability to notify at the start of the next business day though.

comments: author: K C
body: [@Nick H](/t5/user/viewprofilepage/user-id/2540930) Looking to do something similar but the other way around so on-call for us is around 6pm - 8am!  

Could you explain a little please about how this can be achieved with routing rules instead?(we do not have a standard or enterprise plan!) Not sure where to even find routing rules... Thanks


author: K C
body: Any info on this would be greatly appreciated! Thanks


author: Nick H
body: Hi [@K C](/t5/user/viewprofilepage/user-id/5001293) ,

[Routing rules](https://support.atlassian.com/opsgenie/docs/configure-a-team-dashboard/#Team-routing-rules) can be configured under a team's On-call tab. Essentials plans include one routing rule per team so this should be possible with a configuration something similar to this:

![rr1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/281780iF7467960EA41C406/image-size/large?v=v2&px=999 "rr1.jpg")
Add Jira comment for each reply in Opsgenie created Slack thread
Asked by Kevin Krouse:

Hello,

Our Opsgenie is configured to create a Slack thread in a channel as well as a Jira ticket when an alert is created. Is it possible to have replies from the Slack thread be added as comments to the Jira ticket? It is often the case that information is added to either the Slack thread or the Jira ticket and it becomes difficult to follow.


Answers:
author: Kevin Krouse
body: \<deleted\>


author: Darryl Lee
body: Hi [@Kevin Krouse](/t5/user/viewprofilepage/user-id/4605319) ,

This is Darryl. I am here to help.

From your description, I understand that you would like to add comments from the Slack thread for the created Opsgenie alert directly.

In the current design, you will have to use the [Slack command](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-slack-app/#Using--genie-Command) or the [Slack button](http://for%20an Opsgenie alert) to Add Note back to the associated Opsgenie Alert for the comments, meanwhile, your Jira integration must be configured and enabled with the [Outgoing Automation Rule](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-software-cloud/#Add-an-outgoing-automation-rule) to send the Opsgenie alert update back to the associated Jira ticket.

With that setup, all the notes you've added from the Slack thread will be pushed to be added as a note to the associated Opsgenie Alert, and Opsgenie will send this note to be added as a comment to the associated Jira ticket.

Hope this helps.

Kind regards,   
Darryl Lee  
Support Engineer, Atlassian

comments: author: Kevin Krouse
body: (gah, suggested an answer instead of replying)

That sounds like it might work.

Is it possible to have the slack thread created by Opsgenie automatically associated with the Jira ticket? I'm talking about the Jira Cloud "Add to issue..." action in the slack thread's "..." menu.


author: Darryl Lee
body: Hi [@Kevin Krouse](/t5/user/viewprofilepage/user-id/4605319) ,

Glad this helps!

To your further question, unfortunately, this is not feasible from Opsgenie's perspective as this might be the automation/integration falling on the Slack side to directly build up the linkage bypassing Opsgenie.

Kind regards,   
Darryl Lee  
Support Engineer, Atlassian


Tags: jira

slack
Cannot change the Owner Team
Asked by Robert Kuyler:

I have created another team and set up another cloudwatch integration with this team to another AWS account. The subscription has been confirmed, however it is assigning the alerts to the default team. I can add other responders, but I cannot change the Owner team.

Could you please advise?


Answers:
author: Samir
body: Hi [@Robert Kuyler](/t5/user/viewprofilepage/user-id/4814911) ,

This depends on which plan you are on. If you're on a standalone Opsgenie account on the free or Essentials plan, or if you're on a JSM-subordinate Opsgenie account on the jsmFree, or jsmStandard plans you wouldn't have access to "global integrations" in Opsgenie UI

This means all integrations are added at the team level, so there isn't a way to *move* an integration from 1 team to another within the Opsgenie UI.

However you could use the [Integration API to *update*](https://docs.opsgenie.com/docs/integration-api#update-integration) the integration to change the "ownerTeam" field from TeamA to TeamB.

Hope this helps!

Thanks,

Samir
Can you add System Metric for your Atlassian Stack on Statuspage?
Asked by Howard Nedd:

We have currently setup several components on our statuspage, mainly focusing on our Atlassian stack: Jira, JSM, Confluence \& Opsgenie.

Is there a way to also add system metric for these components?  

I currently only have the option to add the following 3rd parties:  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/188135iA00503C0EE613958/image-size/large?v=v2&px=999 "image.png")

Within the Metrics tab you can use to add your own data. Is this possible for the products mentioned above?  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/188136i35C8310315D3B402/image-size/large?v=v2&px=999 "image.png")

Thanks.

Regards,

Howard


Answers:
author: Samir
body: Hi [@Howard Nedd](/t5/user/viewprofilepage/user-id/4566707) ,

This question is posted in the Opsgenie community, but it sounds like it may be **Statuspage** related. If so - can you post this question in the [**Statuspage Community**](https://community.atlassian.com/t5/Statuspage-questions/qa-p/statuspage-questions)?

Thanks,

Samir

comments: author: Howard Nedd
body: Done.

Thanks.


Tags: metric

statuspage
Cost of ACK using SMS from a non-US country. Is there a way to Ack through SMS without cost
Asked by Donny Gison:

We are based in PH, is there an option to ACK or CLOSE via SMS without charges?

I tried responding using the OpsGenie's

**Sms Australia**   
+61 (448) 798-788

I was charged for my response.


Answers:
author: Nick H
body: Hi [@Donny Gison](/t5/user/viewprofilepage/user-id/1165413) ,

I don't believe there's a way to control this; "an option to ACK or CLOSE via SMS without charges." I think that simply has to do with message \& data rates applying.

But we do have a mobile app where users can ack or close the alert with no additional costs, which might be a good alternative:

<https://www.atlassian.com/software/opsgenie/mobile-app>

<https://support.atlassian.com/opsgenie-ios/docs/receive-alerts-as-ios-push-notifications/>

<https://support.atlassian.com/opsgenie-android/docs/receive-alerts-as-android-push-notifications/>
Creating a rotation with no business hours on call
Asked by Julian Scharf:

Our incident team rostering is as follows:

* Every week there is a primary responder and a secondary responder.
* The following week, the primary responder rotates out and the secondary user becomes the primary user.
* No one is required to receive or respond to incidents outside of business hours.

How can I achieve this with OpsGenie?

I have managed to get a rotating roster of primary and secondary repsonders, but I'm unable to make them uncontactable outside of work hours.


Answers:
author: Nick H
body: Hi [@Julian Scharf](/t5/user/viewprofilepage/user-id/4814099) ,

[Notifications policies](https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/#Notification-Policy) can be used to suppress / delay alert notifications outside of work hours. You can configure this under the team's Policies tab, and it might look something like:

![notcom1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188116i739361B2B59ED2D8/image-size/large?v=v2&px=999 "notcom1.jpg")![notcom22.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188117i565DF44456ED0241/image-size/large?v=v2&px=999 "notcom22.jpg")

Note that notification policies are only available on the Standard and Enterprise plans. So if your plan does not have this functionality, you could configure a routing rule to send alerts outside of work hours to No-one as well:

![rr1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188118i19A9E6054C9AB7D4/image-size/large?v=v2&px=999 "rr1.jpg")

comments: author: Julian Scharf
body: Thanks [@Nick H](/t5/user/viewprofilepage/user-id/2540930)

This looks like it's what I'm after.
Escalation not triggering
Asked by Donny Gison:

Kindly assist, set up an escalation process, but does not get triggered. Only the first notification for the team. Alert was not acknowledged.

Does Team escalation require Integration set-up within the Team? We don't have a Team specific Integration, we use only Global Policies pointing to a Team. ![Screenshot 2022-03-14 192915.png](https://community.atlassian.com/t5/image/serverpage/image-id/187982iE66181BAE107E0D3/image-size/large?v=v2&px=999 "Screenshot 2022-03-14 192915.png")![Screenshot 2022-03-14 192805.png](https://community.atlassian.com/t5/image/serverpage/image-id/187983i773FB44D26DCA913/image-size/large?v=v2&px=999 "Screenshot 2022-03-14 192805.png")


Answers:
author: Nick H
body: Hi [@Donny Gison](/t5/user/viewprofilepage/user-id/1165413) ,

Glad you figured this out, but I still wanted to share with the Community what the issue is since we come across this quite frequently.

If you review the alert's activity logs, you'll see this team's routing rule is sending alerts directly to the on-call schedule - essentially skipping over the escalation entirely:

![rrc1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188013iD2078B1E8DC1DE64/image-size/large?v=v2&px=999 "rrc1.jpg")

The quick and easy fix is selecting the team's escalation in the default routing rule - which can manage notifying the on-call users of a schedule, and others if no action is taken on the alert:

![rrc2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/188014iB9B9BE56A55D6BDB/image-size/large?v=v2&px=999 "rrc2.jpg")

comments: author: Donny Gison
body: Cool. Thanks [@Nick H](/t5/user/viewprofilepage/user-id/2540930)


author: Donny Gison
body: \*\*\*disregard I think I know why, it's the Route alerts to
OPSgenie version
Asked by balajisk:

We are using JSM Standard version, with that we are trying to use Opsgenie, but we are seeing limited functionalities only. what version of Opsgenie comes with JSM standard by default.

Thanks \& Regards

Balaji.S


Answers:
author: Howard Nedd
body: Hi,

If you have JSM standard, you will have Opsgenie Standard. It all depends on your plan for JSM. It's merged.

Regards

Howard

comments: author: balajisk
body: Ok Thanks for your reply. But myself not able to see Advanced Settings \& Some of the integration are not available. Let me raise support case with Atlassian.


author: Howard Nedd
body: That is because you have Opsgenie Standard. Also, some integrations (Incoming Call Routing for example) is only available in Opsgenie Standalone.

Good luck.

Cheers

Howard


author: balajisk
body: Thanks.


author: Samir
body: Hi [@balajisk](/t5/user/viewprofilepage/user-id/4807507) [@Howard Nedd](/t5/user/viewprofilepage/user-id/4585617) ,

JSM Standard plan has the features of Opsgenie ***Essentials*** plan, not standard.

So Global and advanced integrations are not available on JSMStandard Opsgenie accounts, as well as several other features


author: balajisk
body: Thanks Samir.
how to disable push notifications on Jira incident ?
Asked by bruna.ziviani:

I'm configuring Opsgenie Teams stakeholders to receive notifications only in case of P1 incidentes are rised on Jira, but I observed that all users has a adm role in Opsgenie are receiving push notifications every time any priority JiraSM incident is created.

Are there some whey to improve this configuration?


Answers:
author: Nick H
body: Hi [@bruna.ziviani](/t5/user/viewprofilepage/user-id/4383269) ,

If you have your Jira instance configured with Opsgenie through a Webhook, you can control which Issues trigger the integration through the JQL of the Webhook. It'd look something like this:

![jira1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/187907i6EEC4DFDD5F88484/image-size/large?v=v2&px=999 "jira1.jpg")

But if you are using the new Jira integration framework, you can also filter on which issues create Opsgenie alerts:

![jira2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/187908i0DD7D4CDC588299D/image-size/large?v=v2&px=999 "jira2.jpg")![jira3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/187909iA60B46C933EFED2C/image-size/large?v=v2&px=999 "jira3.jpg")

comments: author: bruna.ziviani
body: Tanks a lot Nick!
Sziasztok, nem tudom elind?tani az opsgenie alkalmaz?st. Mi lehet letiltva?
Asked by ati b?rdos:

Sziasztok, le van t?ltve az alkalmaz?s, S m?gsem tudja bet?lteni teljesen a programot?  
Mit rontottam? Vagy lehet valami m?s ok is?  
?dv ati


Answers:
author: Nick H
body: Hi [@ati b?rdos](/t5/user/viewprofilepage/user-id/4806846) ,

Can you clarify a bit please? With a Google translate, "*Hi, the application is downloaded and you still can't load the program completely? What did I mess up? Or could it be some other reason?*"

What exactly isn't loading with Opsgenie?
OpsGenie - Two login options (SSO and username/password)
Asked by Miroslav ?ed?:

Hello,

For our company's account I have set up a SSO login via ADFS.

The setup works okay, even though sharing cookies with the service account I wanted to use and a personal account I use for testing is not quite ideal, I still manage with just restarting the browser to clear the cached data.  

Since I do not know our domains ADFS login credentials for my chosen service account that I first created with classical username and password, I found out I am unable to log back in with this account as there was no way to use password login.

Logging back in through Atlassian account hasn't worked either as it redirected me straight to opsgenie login page, which then always redirected me to ADFS.

Fortunately I've made other account owners so I can now either disable ADFS and log back in with my intended service account, or just use my other owner account.

What is the correct way to proceed if the company's ADFS login were broken for whatever reason? (eg. expired certificate, ADFS server being down etc.)

Is there any kind of safety mechanism that would let us re-disable SSO (eg. from Atlassian account) and log back in using passwords we created?

Why aren't there just both of those options so people can use both SSO and username/password login?

Best regards,  
Miroslav


Answers:
author: Darryl Lee
body: Hi [@Miroslav ?ed?](/t5/user/viewprofilepage/user-id/4808103) ,

This is Darryl. I am here to help.

Please note that it's the industry-standard SSO login process, no multiple login methods are supported at the same time.

Once this feature is enabled, the credentials of your Identity Provider(IdP), ADFS in your case, will become the sole source of your Opsgenie account, instead of having multiple methods supported for the same account.

This is for security and privacy concerns, to make your user management unified on the IdP side and avoid the possibility that someone forge or impose your identity to log into your Opsgenie via other login methods.

If you forgot about the password/credentials on your IdP side, please consider reaching out to the internal team who manages your IdP directory for the recovery.

If you're having some issues with the SSO configuration on Opsgenie, please contact the other Owner account on your Opsgenie to disable the SSO so that you can resume using the account+password method to log in.

If none of the Opsgenie Owner accounts are able to access your Opsgenie, please reach out to us for further assistance.

Hope you can understand that.

Thanks.

Kind regards,   
Darryl Lee  
Support Engineer, Atlassian


Tags: sso