youngmon/atlassian-qna huggingface dataset:
Voice call not received
Asked by Kuntol Banerjee:

Even after subscribing to standard plan, none of my team members are receiving any kind of Voice Notification or call for escalation or issue reported.


Answers:
author: Nick H
body: Hi [@Kuntol Banerjee](/t5/user/viewprofilepage/user-id/4877033) ,

I would review the alert's Activity Logs tab to see if 1) the calls are being sent to your users, and 2) if there are any errors:

![voice1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/213291iDF746E9A5BC210AF/image-size/large?v=v2&px=999 "voice1.jpg")

There are also some countries Opsgenie does not provide support for with voice notifications so maybe that's an issue as well:

<https://support.atlassian.com/opsgenie/docs/supported-countries-for-sending-sms-and-voice-calls/>

comments: author: Kuntol Banerjee
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930) As per the list of countries, India is present in the list of supported SMS and Voice Calls.


author: Nick H
body: And were you able to review any alert's Activity Logs tab?


author: Kuntol Banerjee
body: [@Maunil Mehta](/t5/user/viewprofilepage/user-id/5016642) adding you


author: Maunil Mehta
body: ![Screenshot 2022-08-30 at 12.36.31 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/213432iF2C338F4738BD24E/image-size/large?v=v2&px=999 "Screenshot 2022-08-30 at 12.36.31 PM.png")


author: Maunil Mehta
body: We have Standard subscription and even though we are receiving this error. [@Nick H](/t5/user/viewprofilepage/user-id/2540930) Can you please help?


author: Nick H
body: Hi [@Maunil Mehta](/t5/user/viewprofilepage/user-id/5016642) ,

I would certainly doublecheck which subscription you have.

Voice notifications are included for the standalone Opsgenie Standard plan. They are **not**included with the JSM-OG Standard plan though.

If you are on a Standard trial, then you may need to have voice notifications enabled by our support team, which you can do here: <https://support.atlassian.com/opsgenie/>
How map Opsgenie alerts to Statuspage components?
Asked by Randy Everett:

How do we map Opsgenie alerts to Statuspage components?


Answers:
author: Pramodh M
body: Hi [@Randy Everett](/t5/user/viewprofilepage/user-id/5008513)

Here's the detailed documentation on integration

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

Thanks,

Pramodh


author: Priyanka
body: How is this work? and how di i do work on this and earn?


Tags: cloud

statuspage
New to OpsGenie - How do phone numbers work & cost
Asked by Stan Rusike:

Hi

We use OpsGenie for DevOps scheduling.

We're now using Jira Service Desk to support our clients.

Want to use OpsGenie Incoming Call Routing.

On the service level we have now with Atlassian, we get 1 number free;

Its not very clear how the phone number routing works and what my costs are going to be in this guide: <https://support.atlassian.com/opsgenie/docs/incoming-call-routing/>

Questions I have:

1) Does OpsGenie Provision Phone numbers for Europe?

2) If I already have a number - how do I get OpsGenie to claim my existing number and configure it for use?

3)Is pricing only provided in USD? We're based in Amsterdam - does this mean that a call forwarded to a Netherlands or EU/UK number is classed as international? \>\>\>*After that, there is a charge of $0.10 per minute for calls forwarded to US and Canada, and $0.35 per minute for calls forwarded to international phone numbers. See all the details of pricing in [++Opsgenie Pricing page.++](https://www.opsgenie.com/pricing)*


Answers:
author: Nick H
body: Hi [@Stan Rusike](/t5/user/viewprofilepage/user-id/5015243) ,

One Incoming Call integration is included for free with either a *standalone* Standard or Enterprise Opsgenie plan. At this time the Incoming Call integration is not included with any JSM-OG plans: <https://jira.atlassian.com/browse/JSDCLOUD-9563>

1 - We can add European numbers at no additional cost. Again, one number is included with standalone Standard and Enterprise plan regardless of country. But some countries require documentation for compliance reasons with our provider: <https://www.twilio.com/guidelines/regulatory>

2 - Are you trying to port an existing number into Opsgenie as your Incoming Call integration? This is possible, but it's important to note this is a bit tedious of a process, and after porting the number, we (or our provider) would then own the number. So we typically suggest adding a new number in general from our provider.

3 - Although the first Incoming Call integration is free, Opsgenie does still charge for minutes. And yes - calls made to UK/EU are considered international. It's not where the call is being dialed from, but where it's be sent to.

If you need help getting a specific country code, you should open a ticket with Opsgenie support here: <https://support.atlassian.com/opsgenie/>

comments: author: Stan Rusike
body: Thank you Nick. This helps tremendously!


Tags: cloud
How to override my on-call?
Asked by Tug:

When attempting to put someone else on-call i get the error:

"You are authorized to add override only for yourself"

I have google searched and found that this may be due to my role being restricted however I have been changed to an admin in hopes to rectify with no success.

How do I become unrestricted to override on-call


Answers:
author: Nick H
body: Hi [@Nick Wilson](/t5/user/viewprofilepage/user-id/5015653) ,

It's most likely a restriction with your role. Account Admins and Owners can override any schedule, and replace the shift with any user.

Account Users can only override their schedules, and add themself into an override.

Team admins (who might have limited account permissions like a User role) can override their team schedules, and replace the shift with any user. Note this also needs to be completed under the team they are an admin of, and not within another section of Opsgenie like the Who is on-call tab or the All schedules tab.

So I would check your account role (under your Profile), and your team role (under the team's Members tab) to ensure you have permission to add an override for another user.
Opsgenie NOTE not being passed to JSM (error) Reason 401
Asked by Randy Everett:

Can someone help? The error is 7 pages and I've not been able to get it to stick and stay in this post. Here is a short start of the error. I can send the rest of the error message via email if that's allowed. Sorry, I'm a new opsgenie/jira user.

Could not send \[addComment\] action to JiraServiceDesk \[Jira Service Management\]. Reason: 401 : "\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<EOL\>\<html\>\<EOL\>\<EOL\>\<head\>\<EOL\> \<title\>Unauthorized (401)\</title\>\<EOL\> \<EOL\>\<EOL\>\<EOL\>\<EOL\>\<!--\[if IE\]\>\<!\[endif\]--\>\<EOL\>\<script type="text/javascript"\>\<EOL\> (function() {\<EOL\> var contextPath = '';\<EOL\>\<EOL\> function printDeprecatedMsg() {\<EOL\> if (console \&\& console.warn) {\<EOL\> console.warn('DEPRECATED JS - contextPath global variable has been deprecated since 7.4.0. Use \`wrm/context-path\` module instead.');\<EOL\> }\<EOL\> }\<EOL\>\<EOL\> Object.defineProperty(window, 'contextPath', {\<EOL\> get: function() {\<EOL\> printDeprecatedMsg();\<EOL\> return contextPath;\<EOL\> },\<EOL\> set: function(value) {\<EOL\> printDeprecatedMsg();\<EOL\> contextPath = value;\<EOL\> }\<EOL\> });\<EOL\> })();\<EOL\>\<EOL\>\</script\>\<EOL\>\<script\>\<EOL\>window.WRM=window.WRM\|\|{};window.WRM._unparsedData=window.WRM._unparsedData\|\|{};window.WRM._unparsedErrors=window.WRM._unparsedErrors\|\|{};\<EOL\>WRM._unparsedData\["com.atlassian.plugins.atlassian-plugins-webresource-plugin:context-path.context-path"\]="\\"\\"";\<EOL\>WRM._unparsedData\["jira.core:feature-flags-data.feature-flag-data"\]="{\\"enabled-feature-


Answers:
author: Nick H
body: Hi [@Randy Everett](/t5/user/viewprofilepage/user-id/5008513) ,

That error looks like it might be related to your Jira instance - whether it is on-prem, DC, or not accessible to the internet.

If that's the case, we typically suggestion using the [Legacy Jira integration](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/), and [configuring OEC](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/#Integration-via-OEC--for-Jira-Software-Server--amp--Data-Center-Usage-).

With this, you would install the OEC service on a server, and it will sit in the middle of Opsgenie and Jira. Opsgenie alerts/actions would send to OEC, which will then execute a script to create the issue in Jira, add a comment, etc.

comments: author: Randy Everett
body: Thanks. We are looking in to this to see if it will resolve the issue.


Tags: cloud
No alerts after SCOM inetgration is set up
Asked by Pieter Swildens:

After we have installed the SCOM Intergration on SCOM environments and running the opsgenie.ps1 (adjusted with appropiate api key) on scom environment, none of teh alerts are sent to opsgenie. What now?


Answers:
author: Muhammad Zeeshan
body: Hey [@Pieter Swildens](/t5/user/viewprofilepage/user-id/5014384) ,

This issue may require further investigation of your SCOM integration configuration so I may suggest you to reach out to Opsgenie Support Team via <https://support.atlassian.com/contact/> so they may further assist you accordingly.

Best regards,

comments: author: Pieter Swildens
body: Thx Muhammad.


Tags: cloud
Add OG COMMENT to Jira COMMENTS
Asked by Randy Everett:

This there the option to:

When a COMMENT is added in OpsGenie - Add that COMMENT to Jira.


Answers:
author: Nick H
body: Hi [@Randy Everett](/t5/user/viewprofilepage/user-id/5008513) ,

Yes that's possible with both the [Legacy Jira integration](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira/), and the [Cloud Jira integration](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-software-cloud/).

With the Legacy integration, you need to map that here in the integration - for 1) alerts created by Jira or 2) alerts created by other integrations:

![comment1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/212349iD436303395EBD2B5/image-size/large?v=v2&px=999 "comment1.jpg")

With the Cloud integration, you need to map that here in the integration - for 1) alerts created by Jira or 2) alerts created by other integrations:

![comment2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/212352iC055EF0EEA9F36EE/image-size/large?v=v2&px=999 "comment2.jpg")![comment3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/212353i87D3026016959D55/image-size/large?v=v2&px=999 "comment3.jpg")

comments: author: Randy Everett
body: Thanks you so much!


Tags: cloud
Does Opsgenie provide advanced reporting on time spent by user on an incident? Particularly,
Asked by Piyush Bhandari:

1. Ability to determine time spent by users individually on an incident when it escalates between different teams
2. Ability to classify incidents and number of hours spent on-call on particular category of incidents
3. Ability to add metadata to incidents for improved tracking and management

Can opsgenie provide reporting on the above?


Answers:
author: Shivam Naik
body: Hi [@Piyush Bhandari](/t5/user/viewprofilepage/user-id/5014615) ,

More information on Reporting capabilities can be found here <https://support.atlassian.com/opsgenie/docs/view-global-and-team-reports/>, but Reporting for Incidents is currently limited to Postmortem Reporting. We do have a Feature Request here <https://jira.atlassian.com/browse/OPSGENIE-607> for more robust Features similar to user tracking on Alerts though.

Please let me know if you have any follow up questions!


Tags: cloud
OpsGenie Java API Updating Description
Asked by Arsany Azmy:

I'm trying to update the description of an OpsGenie alert that exists but i don't see any Java API methods that allow me to do so. Was wondering if the functionality just doesn't exist or if i'm missing something.


Answers:
author: John M
body: Hi [@Arsany Azmy](/t5/user/viewprofilepage/user-id/5013845),

That one is not included in the Java SDK but we do have an API to update the description of an alert here:

<https://docs.opsgenie.com/docs/alert-api-continued#update-alert-description>


Tags: cloud
Do Opsgienie phone Integration rules carry over when it is merged with Jira Service Management?
Asked by Kiranmayi Yalamanchi:

Hi,  
We are going to merge our Opsginie with JSM and wondering if/how the phone Integration rules are moved to JSM?

Thanks


Answers:
author: Nick H
body: Hi [@Kiranmayi Yalamanchi](/t5/user/viewprofilepage/user-id/5013836) ,

I believe the Incoming Call integration(s) would become unusable or lost since it is not available with any JSM plans at this time. There is an open feature request for this functionality within JSM plans you can follow, watch and vote for here: <https://jira.atlassian.com/browse/JSDCLOUD-9563>

comments: author: Kiranmayi Yalamanchi
body: Thanks so much, [@Nick H](/t5/user/viewprofilepage/user-id/2540930)   

Will vote for the feature.


Tags: cloud

jira-service-management
Timezones and DST in Opsgenie
Asked by Hercule Poirot:

Hi, my questions are around the timezones:

1. I am in PST, but when I look for this option in either my Profile or while I am trying to set up on-call schedules with this timezone, I cannot seem to find it. I only see PDT as an option. Is this a bug?

2. If I select PDT now, when we switch back to PST, should I (or an Admin in general) come back to switch timezones? Is changing timezones as per DST a manual activity?

3. Is there an easier way to handle DST changes/timezone edits in Opsgenie?

4. If I set a timezone only at my personal settings level and make changes to it, would my on-call schedules/service maintenance inherit the same (including the changes made)?

If anyone here can help out with answers for this, it would help me! Thanks.


Answers:
author: Nick H
body: Hi [@Hercule Poirot](/t5/user/viewprofilepage/user-id/4966335) ,

I believe the (-07:00) PDT Pacific Time (US \& Canada) timezone will account for daylight savings so the timezone will not need to be changed manually in your profile, the schedule, etc. I also understand the UI visual might not be best since terminology is technically different, but again - I don't think any change is needed from your end when times shift. Opsgenie should manage this.


Tags: cloud
Opsgenie doesn't play when changing sounds
Asked by Michael Easlick:

In Opsgenie on a latest updated iOS iPhone, when I go to Profile -\> Sounds and try to select a sound other than iOS Default Ringtone it will not play the select sound. Even if I go back into this setting and select the sound again, it remains silent.

If I select iOS Default Ringtone I hear the sound, even if I press it multiple times I hear it, if I select any other sound and even selecting it multiple times I do not hear in in this setting.

So I am left unable to select another sound as I am not sure it will play if I receive an alert?


Answers:
author: Tonosdellamadabb
body: I won't answer how to fix it because I'm sure you've already solved your problem. I just want to recommend the iphone ringtone website which is quite good and you can download it for free <https://dzwonkipl.com/telefon/iphone/>


author: Justin Sitarz
body: Hi Michael!

Justin here, from Opsgenie support - happy to help! I've just tested this on my iPhone (iOS 15.6) with the newest version of the Opsgenie app (v.3.5.9) and the notification sounds are working as expected for me - see this screen recording showing my testing:

<https://share.getcloudapp.com/jkuWg4rn>

My suspicion here is that it would be related to something specific to your device, but I think the first thing I would try is uninstalling and reinstalling the Opsgenie app, to see if the issue persists. If that doesn't work, I might recommend opening up a support ticket at <https://support.opsgenie.com>, so that we can get more detailed information about your account and attempt to reproduce the issue more directly.

Thanks!

Justin Sitarz

Opsgenie Cloud Support Engineer


Tags: cloud
Timeline API and deleted users
Asked by Christian Bianchi:

I am trying to collect historical data about shift schedules and I collect that data using the schedule timeline API call: <https://docs.opsgenie.com/docs/schedule-api#get-schedule-timeline>

Everything looks good, but there seems to be a problem with deleted users (users that left the company and have been removed from opsgenie account completely). Their "participant" entry contains no name:

```
{
  "startDate": "2021-08-27T16:00:00Z",
  "endDate": "2021-08-28T00:00:00Z",
  "type": "historical",
  "recipient": {
    "id": "306ef56f-c053-4ee0-a37e-6de5a25fa3f6",
    "type": "user" 
  },
```

For comparison, here is an entry for an active user:

```
{
  "startDate": "2021-08-26T16:00:00Z",
  "endDate": "2021-08-27T06:00:00Z",
  "type": "historical",
  "recipient": {
    "id": "b55143c4-0ef9-45d5-b615-febaf011ed59",
    "type": "user",
    "name": "name@domain.foo"
},
```

Fun fact: on the web UI I can navigate back to the same date and see the name of the person who was on call on august, 27th 2021 so the data is there somehow.

Is there a way to get the name of deletes users in the timeline API?


Answers:
author: Shivam Naik
body: Hi [@Christian Bianchi](/t5/user/viewprofilepage/user-id/5012469) ,

Happy to help!

At the moment, seeing Deleted Users is not possible, in part because removed association with the returned ID. To address this, we have filed a Feature Request here <https://jira.atlassian.com/browse/OPSGENIE-812>, and I would recommend adding yourself as a Watcher, and vote on it to receive direct updates from Engineering.

Please let us know if you have any follow up questions!

comments: author: Christian Bianchi
body: Gotcha, thank you


author: Shivam Naik
body: No problem!

Let us know if you have any other questions


Tags: cloud
Postman - How to use wild card for deletion of Maintenace
Asked by Derek Stevenson:

Hello again!  
I had great success with my first question about setting up Opsgenie/Postman for maintenances and ran into another issue I need help with. Beginner with postman so I'm learning, and this community has been amazing at helping me.  

I can now delete/create/change etc maintenances with Postman but at face value i can only do 1 at a time. How can I delete all maintenances or only delete "type" "past" ones?  

Second question I have is how to create multiple time frames in intervals? I.E. I have to mute an integration 3 times day at specific times for say 3 months. I think the best way is to use collections runs? I have yet to try it but wanted input first.  

Thanks!  

I have a feeling its somewhere in here but not sure what to us in place of id for a wildcard  

![2022-08-18_17-03-59.png](https://community.atlassian.com/t5/image/serverpage/image-id/211750i96A3ACA2291E872E/image-size/large?v=v2&px=999 "2022-08-18_17-03-59.png")  


Answers:
author: Agaci Avinas
body: Hi [@Derek Stevenson](/t5/user/viewprofilepage/user-id/3905697) ,  
I am Agaci from Atlassian support.  
I understand that you would like to delete multiple maintenance at once. In this case, you'll have to make two API calls, [list past maintenance](https://docs.opsgenie.com/docs/maintenance-api#list-maintenance) and delete them by iterating through the maintenance id listed in the response.  
Regarding the second question to schedule the maintenance repeated intervals. You could either have a cron job running everyday to add the maintenance or you could create a script to loop add and all the maintenance all at once.  
If you would like to learn the method to do this via postman I would suggest you to check with Postman support.  
Regards,  
Agaci

comments: author: Derek Stevenson
body: I was hoping there was a way to delete the maintenances in bulk rather than one at a time, as we have like 100+ to delete


author: Agaci Avinas
body: Hey [@Derek Stevenson](/t5/user/viewprofilepage/user-id/3905697) ,

Good day!

I understand that, unfortunately we do not have any API end point to delete the Past maintenance in bulk.

However, I have created a feature request on your behalf. You could view and vote for the feature using below link,

<https://jira.atlassian.com/browse/OPSGENIE-813>

Regards,

Agaci


Tags: cloud
Script to extract alerts
Asked by Jugal_Shroff:

Hi Team,

I want to extract alerts data on weekly basis is it possible through scripting or any other method to automate get this data automatically on every Monday.


Answers:
author: Tom Russell
body: We regularly export alert data to our enterprise data lake, then run reports against the data there. It allows us a lot of flexibility to tailor and customize reports that are not available in Opsgenie Analytics. We do this by:

* Running an OEC that writes each alert to a JSON file in temporary storage (with AlertID as the name) every time it is touched. As part of this process, we make additional API calls to get responder names and note, since they are not returned when the alert data is requested.
* When an alert JSON file has been untouched for more than 15 minutes (often most of the activity takes place in the first 15 minutes), we upload it to our data lake for further analysis and delete it from temporary storage. This allows us fairly quick access to the data without too many duplicate records arriving in the data lake.

This has proven to be fairly successful for us, though there is still data that we plan to add by analyzing the logs:

* Details on usage patterns of each integration
* Adding the integration that closed an alert, so we can know if it was closed by a responder in the GUI or by an automated process
* Adding all of the notifications that an alert generated, allowing us to report on notifications by team, by machine, or by other subgroup. This will also allow us to find alerts that generate a notification, but are closed by an automated process shortly after notifying. These are alerts that we can add delays to the notification policies (I hate getting notified at 3am, and by the time I get into the system, the alert had cleared)

comments: author: Chris DeGidio
body: [@Tom Russell](/t5/user/viewprofilepage/user-id/4534211)

thanks for sharing your use case there. Definitely awesome to see.

- Chris


author: Chris DeGidio
body: Hi [@Jugal_Shroff](/t5/user/viewprofilepage/user-id/5002746)

Welcome to the community! We actually have a command line utility that you could automate on a system like a cron job. This is documented here: <https://docs.opsgenie.com/docs/lamp-command-line-interface-for-opsgenie> , but you would potentially have to account for pagination if querying for many alerts.

Additionally, our other APIs are documented within that web page as well so the possibilities are endless on what you can write custom and run on your end.

It is worth mentioning that we do have a feature request filed for the ability to schedule the drill-down data for our scheduled reports mechanism, meaning that when released you would be able to schedule the drill-down data that you are able to export within Opsgenie. I put together a quick video showing what I am talking about here: <https://share.getcloudapp.com/OAuj9AEw> The feature request for further tracking on this would be [here](https://jira.atlassian.com/browse/OPSGENIE-809)

Please let us know if you have any further questions or concerns.

- Chris


Tags: cloud