youngmon/atlassian-qna huggingface dataset:
An alert in Opsgenie should create an incident ticket in Jira service management
Asked by Kay:

I want an incident ticket to be created in Jira Service management when an alert is there is an alert in Opsgenie. I have linked Jira service Management with Opsgenie but when I tried it , it did not work. I checked the log and this was what i found - IntegrationLog Discarding, issuekey is not found in alert details


Answers:
author: Mubeen Mohammed
body: Hello [@Kay](/t5/user/viewprofilepage/user-id/5428035)

Thank you for contacting the Atlassian Community. This is Mubeen.

The error you are noticing "Discarding, issuekey is not found in alert details" indicates Opsgenie is unable to find the issue key in the alert details, to perform defined action in Jira. This does not confirm the issue with Jira or Opsgenie as it can be related to something else and not related to creating the ticket In Jira.

This needs further validation with your account access. Can you please open a ticket at <https://support.atlassian.com/contact> under "Technical issues and bugs" so we can further investigate this behaviour?

Thank you for your time and consideration.

Regards

Mubeen Mohammed

Cloud Support Engineer


Tags: jira-service-management
Jira Product Discovery Export Options
Asked by Brianna Petro:

Are there any plans to add better export options to product discovery? Having a PDF version would be super useful to share with colleagues who don't have / don't want to register for an account (I know it is not hard to do..........but just trying to accommodate the masses)


Answers:
author: Rob Mkrtchian
body: You can export as JPEG by clicking "cloud" icon on top right as shown in screenshot, and you can still print it out as hard copy. Is there something more specific you are looking for![Screenshot 2024-04-25 at 18.50.42.png](https://community.atlassian.com/t5/image/serverpage/image-id/320626i5EEB06010714CA82/image-size/large?v=v2&px=999 "Screenshot 2024-04-25 at 18.50.42.png")?

comments: author: Kevyn Eva
body: Can I specify with fields to export? By default it uses the idea short description - I would need the Idea overview. Thank you!


author: Walter Buggenhout
body: Hi [@Brianna Petro](/t5/user/viewprofilepage/user-id/5483703) and welcome to the Community!

As per [this Community post](https://community.atlassian.com/t5/Jira-Product-Discovery-articles/The-different-types-of-users-Creators-Contributors-and/ba-p/2378354), pretty soon there should be a new role available in JPD called *stakeholders*. With just a (free) Atlassian account these users will be able to access views from JPD and interact with them in the same way as contributors without the need for any license at all.

Hope this helps!

comments: author: Brianna Petro
body: Hi Walter, thank you, this is awesome! That said, is having an export PDF option not at all on the roadmap? I have some executive-level stakeholders who would prefer a hard copy vs. registering for an atlassian account.....

Thank you.

Brianna


author: Brianna Petro
body: The jpeg output is not ideal, but we can work with it. Thank you.


Tags: cloud

jira

jira-product-discovery

jira-software-cloud
Is it possible to create on-call rotations for incident-related alerts only?
Asked by Alex John:

I am trying to create rules for P1 alerts that will automatically create an incident. I am wondering if I can have an on-call rotation specific to the incident alerts (P1) and not tied to any other priority of alert?

The reason I ask is because I want the automation to tag the on-call person from the respective alert's team as the incident responder, not the entire team each time an incident is made. Maybe there is a better way to do this?


Answers:
author: Alex John
body: I ended up creating a separate on-call schedule for P1 alerts only and routed those alerts to that on-call instead of the teams' normal on-call.


author: John M
body: Hi [@Alex John](/t5/user/viewprofilepage/user-id/5081011) ,

John from Opsgenie support here - happy to assist!

You can use an [incident rule](https://support.atlassian.com/opsgenie/docs/automatically-create-an-incident-via-incident-rules/) to create incidents from the P1 alerts, then you can use a team routing rule to only send P1 alerts with an extra property of **incident-alert-type** equal to **Responder**to the on call rotation for P1 incident-responder alerts.

Be sure to note that incident rules aggregate incidents that match the same rule.

comments: author: Alex John
body: That would be amazing if I am able. I will test and let you know how it goes!


Tags: cloud
Sending incident details on custom action
Asked by David Mora:

I'm creating a custom action that I want to fire some processes on my company side, so I need to retrieve some data using the REST API, in order to accomplish that, I created an script that receives the incidentId and then does the processing.

How to set a custom action that sends such incidentId from Opsgenie side?


Answers:
author: Shashwat Khare
body: Hello [@David Mora](/t5/user/viewprofilepage/user-id/5441559) ,  

I'm Shashwat from the Opsgenie support team and here to help!   

You can [create a custom action](https://support.atlassian.com/opsgenie/docs/set-up-a-custom-action-alert/) within Opsgenie to send out the ID for the Incident and have it executed following the below document link:  
<https://support.atlassian.com/opsgenie/docs/execute-opsgenie-actions/>  

You can also use the [Get Incident endpoint](https://docs.opsgenie.com/docs/incident-api#get-incident) in Opsgenie to fetch the incident details.  

Best,  
Shashwat


Tags: cloud
Can Opsgenie be purchased for specific cloud users rather than all users in JIRA account
Asked by Deepak Kalra:

Can Opsgenie be purchased for specific cloud users rather than all users in JIRA account


Answers:
author: Mubeen Mohammed
body: Hello [@Deepak Kalra](/t5/user/viewprofilepage/user-id/5439254)

Thank you for contacting the Atlassian Community, this is Mubeen.

It depends on the Opsgenie instance,

If you are using Jira Service Management subordinate Opsgenie instance then purchasing the user licences will not be possible as it will only be possible with the increase of JSM user licence increase.

However, If you are working with a Standalone Opsgenie instance that is not associated with any JSM instance then you will have the ability to increase the user licences only specific to Opsgenie and the billing will not be affected for any other product.

I hope the details provided are helpful.

Regards

Mubeen Mohammed

Cloud Support Engineer
Alert when someone didn't succeed to Log in to the Portal
Asked by janely_melin:

Hi!  
I have search in the NB, but can't find what I'm looking for.  

I want to have an Alert, when someone is trying to LogIn to the Portal.

E.g, someone is using an email, that is not existing in our Customer list in the Jira SM Project.  
Sometimes a customer might have several email addresses, but only one of them registered in our list. And the Customer is not aware of this, and gets a bit annoyed- And instead of using the Portal, they email the request.  
We want to - contact these users, so we get a chance to change the behavior.  

How can we create such alert?  
Is it even possible?  

Thank in advance.  
JaneLy  

<br />


Answers:
author: John M
body: Hi [@janely_melin](/t5/user/viewprofilepage/user-id/5235503) ,

John from Opsgenie support here.

Can you please clarify what exactly would be the trigger for the alert and who would the alert be going ti?

Opsgenie can only send alerts to users in Opsgenie via their contact methods.

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

I'm not sure what part of the Jira software family, that will have a solution to my problem.

If someone is trying to log in to Jira SM, they'll use an email address.  
I want the system, to email this address to a "our specific email address", so I can handle the failed request, so to speak.

E.g. it might be a customer, who are using more than 1 email address, and the Organization Admin, this customer belongs to, has only sent us 1 email address to this specific customer.

lars1@organiszation.com (added in our Jira SM)  
lars37@organization.com (but customer is using this one)

Lars is getting really irritated as he fails to Log in, even if he is using (what he thinks) the correct email address.  
If I'd get an email, I can help him - and send him an email...  
Hi! I see you are trying.... , I'll re sent you an Invite to this address.....  

All the best  
JaneLy  


author: John M
body: Hi [@janely_melin](/t5/user/viewprofilepage/user-id/5235503) ,

Thank you for explaining - unfortunately, however, there is no easy way that I know of to configure something like that with Opsgenie. Receiving an email for bad login JSM attempts that match registered domains may be something the Jira/JSM support teams can assist more with, or at least point you in the right direction. I would suggest [opening a support ticket](https://support.atlassian.com/contact/) with them to see what options might be available.


author: janely_melin
body: Hi [@John M](/t5/user/viewprofilepage/user-id/4625213)   
Thank you. I'll open a support ticket.  
All the best  


Tags: jira-service-management
Help with secondary OpsGenie instance
Asked by Avi Nannival:

Hello. I have a question about setting up a secondary instance of OpsGenie for Alert filtering. Here is the current scenario. We have some lab devices and some production devices in our network. Currently, all production devices are sending alerts to librenms which is integrated with OpsGenie. Opsgenie gets the alert from the production device and then creates a Jira issue via the JSM Cloud integration. This all works perfectly. My problem however is with reference to a second instance. We have a dev librenms as well which gathers alerts from lab devices. What I would like to achieve is the following:  
Librenms Prod -\> OpsGenie -\> Jira Cloud  
Librenms Dev -\> OpsGenie --\> Different Jira project within the same organization.

<br />

This would allow us to basically make changes in dev first, test them out as working correctly and then be able to duplicate those changes in prod. I setup a second Jira Integration in OpsGenie but the problem I am facing is that a ticket created in OpsGenie from Dev also shows up in our prod Jira project. Is there any way for me to separate the two and effectively have two instances of LibreNMS integrations that filter alerts to two opsgenie which then filters the tickets to the correct Jira project based on whether its a prod alert or dev alert? Not sure if this is possible but figured I would check here first. Thank you !


Answers:
author: Avi Nannival
body: Was able to get some help from support on this and turns out, there is a Sandbox as part of our subscription which also includes an OpsGenie Sandbox environment. Problem solved ?.

comments: author: Chris Scheepers
body: Hi [@Avi Nannival](/t5/user/viewprofilepage/user-id/5439154) ,

How did you activate/access the dev instance ?

Thanking you

kind regards


author: Avi Nannival
body: Its under settings..so admin.atlassian.com, then click on Products and then Sandbox. From there you can create a new sandbox, go through the basic configuration and it should then show up separately for you within JSM.
Is there a way to count NEW Insights and additions since X date?
Asked by Scott Parker:

If someone were to use JPD to track customer requests for features and new products. and had a mandate to collect 100 new insights or additions in X period of time, how could you keep track of what's added in a specific time period?


Answers:
author: Axel Sooriah
body: Hi [@Scott Parker](/t5/user/viewprofilepage/user-id/5189996)

Here's a quick loom on how to create a view to look at ideas with insights created within the last X days.

Hope this helps.

comments: author: Scott Parker
body: Thats amazing. Thanks so much Axel!


author: Scott Parker
body: Will that show me both new insights AND the new items they have been attached to? For example if someone adds a new integration request for ACME App, but doesn't add an insight TO that request.. will that still show up?
Whos on call Calendar from App
Asked by jsmith:

Is there an option to view the monthly calendar of whos on call from the mobile app?


Answers:
author: Russell Chee
body: Hey [@jsmith](/t5/user/viewprofilepage/user-id/4518014),

Thank you for reaching out on the community post with your inquiry.

I've had a look into this on my side and performed some tests with my own Opsgenie mobile app and it looks like this will need to be a feature request.

You are more than welcome to create a feature request [here](https://jira.atlassian.com/browse/OPSGENIE-389?jql=project%3DOPSGENIE%20AND%20type%3DSuggestion%20AND%20statusCategory!%3DDone%20ORDER%20BY%20updated) by selecting Create \> Suggestion and share your particular use case to have a feature like this implemented. By explaining your use case in depth it will help our product and development team understand and determine if there is a need for a feature like this in the near future.

Please upvote it and become a watcher as well to help it gain some traction. I hope this helps, let us know if you need anything else!

Russell


Tags: cloud
How to close alert when Datadog monitor recovers
Asked by Frank Szymanski:

We are using the Datadog integration and our monitors create alerts by messaging opsgenie-service. However, I can't get things working to close the alert when the datadog monitor recovers. I thought we could just tag opsgenie-close, but it looks like that needs to come out of the event stream and not the alert?

Is there something that we need to set up in OpsGenie to implement this?


Answers:
author: John M
body: Hi [@Frank Szymanski](/t5/user/viewprofilepage/user-id/5435380) ,

Opsgenie closes alerts by matching the [alias field](https://community.atlassian.com/t5/Opsgenie-articles/Configuring-the-Opsgenie-Alias-Field/ba-p/2520231) of an incoming 'close' payload with the alias of an existing open alert. So, two things need to be true to close an alert via an incoming payload:

1. The payload must match the integration's filter for the 'close' action
2. The alias must parse to the same value as the value of the open alert being closed

To get the alias to to be the same, you must be sure that both the 'close' and 'create' actions use the same dynamic field or combination of dynamic fields, so that they ultimately parse to the same value.

Here is a screenshot of the 'close' action in the Datadog integration, which must contain the same dynamic fields as the 'create' action:

![2024-02-22_12-56-56.png](https://community.atlassian.com/t5/image/serverpage/image-id/308212iE8E66F854CC15ECC/image-size/large?v=v2&px=999 "2024-02-22_12-56-56.png")![2024-02-22_12-56-18.png](https://community.atlassian.com/t5/image/serverpage/image-id/308213iB16ACF232DAEB0D1/image-size/large?v=v2&px=999 "2024-02-22_12-56-18.png")

comments: author: Frank Szymanski
body: Thanks. We eventually figured it out, but the confusion came from the documentation talking about using opsgenie-acknowledge and opsgenie-close when we really needed to just keep the same opsgenie-service in the monitor.


Tags: cloud
Is it possible to set due date field to a custom one?
Asked by Eliwan.Kook:

Hello, I am using the Jira integration in Opsgenie (create a Jira issue when alert is created) and would like to change the due date field to be today + 7 days. Is this possible?

The only possible way I have found so far is to set the due date via the calendar and select the date (outgoing automation rules - create jira issue - edit issue creation rule - edit issue fields).

Any information is highly appreciated.


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Eliwan.Kook](/t5/user/viewprofilepage/user-id/5430397)

You can use automation rules to modify due date by using smart values.

More info:

- <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/>

- <https://support.atlassian.com/cloud-automation/docs/examples-of-using-smart-values-with-dates/>

Regards,

Seba

comments: author: Eliwan.Kook
body: Thanks for your quick reply!

It is not possible to inject the smart value directly into the field {{now.plusDays(14)}}.  
That would have been very convenient and "easy".

Do you mean to use automation rules to edit the issue in Jira itself and not in the Opsgenie Jira integration?


Tags: cloud

jira-software
Is it possible to use Opsgenie in combination with Microsoft Defender?
Asked by Hikmet Develi:

Hi all,

I was wondering if it is possible to integrate Opsgenie with Microsoft Defender to receive alerts when an attack occurs?

Kindly regards,

Hikmet D


Answers:
author: Jonas Martinez
body: Hi Hikmet,

Opsgenie is able to work with any application that is able to send us a JSON payload to our API endpoint, or that is able to send us an email when an alert comes.

However, we do not offer a specific integration with Microsoft Defender, so if you want this application to talk to Opsgenie it would be a custom solution and not something that's offered within the Opsgenie integration list.

For assistance in setting up a custom integration, feel free to open a support request with us. Thanks!


Tags: microsoft

security
Zabbix and OPSGENIE - resolved problem not received
Asked by Anacleto:

Hi,

I've integrated Zabbix 6.0 with Opsgenie as indicated here: <https://www.zabbix.com/integrations/opsgenie>

I receive all the error messages but I don't receive the messages when they are RESOLVED. Is there a way to update the error messages to RESOLVED status when they transition to that state in Zabbix?"

I configured an E-mail integration as workaround to receive these mail but they arrive as new alert obviously.

Thank you,

Regards.


Answers:
author: Jonas Martinez
body: Hi Anacleto,

A general rule of thumb is that Opsgenie can only perform an action if it receives a payload from the integration. In this case, we'd need to confirm if Zabbix is sending us the payload when the status is set to RESOLVED in the first place.

You can verify this by going to Settings -\> Logs to monitor the incoming payloads to Opsgenie. Then you would move a ticket to RESOLVED on Zabbix. If we do not receive a payload, this configuration should be looked at from the Zabbix point of view.

If we receive a payload but it creates a new alert or if it doesn't filter through any of the integration rules, we would need to configure the integration to interpret those payloads as an acknowledge or close action in Opsgenie. Hopefully this clears things up but I encourage you to open up a support ticket with us for further assistance.

Thanks!


Tags: cloud
OpsGenie voice numbers in Taiwan
Asked by Peter Tung:

<https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/>  
We're using Opsgenie in Taiwan, and according to the above official documentation, there's no voice number for Taiwan under the US region, the voice call number we saw was 0981046124 which is not in the vCard.

We would like to know what are the Opsgenie voice numbers used in Taiwan, thanks.


Answers:
author: Mubeen Mohammed
body: Hello [@Peter Tung](/t5/user/viewprofilepage/user-id/5218922)

Thank you for contacting the Atlassian Community. This is Mubeen.

For Opsgenie voice notifications you are only expected to receive notifications from the numbers based on your Opsgenie instance data region. As discussed in the documentation you shared( [here)](https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/) the voice notifications will only be routed from the numbers mentioned in the "Contact Information" section for both US \& EU data regions.

I am not able to verify the number you shared for notifications, however, this is something we can further investigate. Please open a support request at <https://support.atlassian.com/contact/> with the Opsgenie account details and the alert information where you received notifications from an unknown number so we can further investigate that.

I hope the details provided are helpful.

Thank you for your time and consideration.

Regards

Mubeen Mohammed

Cloud Support Engineer


Tags: cloud
How to stop the voice notification
Asked by KRISHNA CHAITANYA REMALLI:

Hi All,

Actually we have different types of alerts like P1, P2, P3, P4, P5. P5 is informational alert. So I need to stop the voice and call notification for P5 alerts only. Could you please tell me the path to stop call notifications.


Answers:
author: Brennan Kiely
body: You can set up notification rules on your profile to control how you are notified for different alerts.

<https://support.atlassian.com/opsgenie/docs/configure-your-profile/#Notification-rules>
Schedules Timeline REST Api default and historical issue
Asked by mark_couvaras:

Hi,

I am currently using the v2 schedules endpoint to extract the timeline for each schedule. I am facing an issue when the type is default it returns two objects in the finalTimeline\>rotations\>periods array.

Basically if the current rotation falls within the current date (or the date you call the endpoint) it returns a 'historical' type object for the original start date which is the correct date and the end date is the current date/time. Then it also includes a 'default' type object of the same rotation with a start date of the current date/time and a correct end date of the original schedule end date? This, I find rather frustrating when trying to collect store and update this data in our SQL database for analytics as I cannot seem to find any form of index to compare against for updates.

So for my two questions, can we somehow return a unique id for the items inside the periods array, or can we call the endpoint to return the rotation periods without the current date/time part and just return the actual original start and end dates as they would appear if the rotation period had totally elapsed?

I hope this all makes sense and thanks for your help in advance.


Answers:
author: Tejaswi G
body: Hi Mark,

Thank you for reaching out to Atlassian support. I understand you would like to see the start and end date of a rotation in the same object.

When rotation is split between two dates, the historical type will show the current date as the end date, and the default type will have the actual end date. In this case, you can use the user ID as the unique ID in your script, and when the historical type is present for the user ID, You can fetch the end date from the default type.

However, I understand that this can be confusing at times. To make it better in future, I have created a Feature request, [OPSGENIE-1925](https://jira.atlassian.com/browse/OPSGENIE-1925), with your suggestions. You can add yourself as a watcher to keep track of it and to receive notifications for updates.

Thank you,  
Tejaswi


Tags: cloud