Help creating a ticket in Jira Service Desk using Opsgenie Alerts
Asked by Tavas Neuwirth:

I am unable to set up the Jira integration to Create tickets when I receive a alert come into OpsGenie from any of my connected sources. The alerts are created just fine but then no ticket is created in my Service desk. I even watched the video that the official Opsgenie account posted and went step by step and still nothing.


Answers:
author: Nick H
body: Hi [@Tavas Neuwirth](/t5/user/viewprofilepage/user-id/4032493) ,

There's a few things that you'll want to check when testing.

1) If the JSM integration is assigned to a team, the test alerts should also be sent to the same team.

Same goes for if the integration is assigned to \[No Team\] - the test alerts should NOT be sent to a team.

2) The alert's Activity Log tab. This will log any errors like 400, 401, 404, etc.

![Jira comm 1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/121504i90160AB028BD2331/image-size/large?v=v2&px=999 "Jira comm 1.jpg")

If you see any errors here, you can further troubleshoot the error under the Settings tab \>\> Logs tab:

![Jira comm 2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/121507iEFCA154000511AE0/image-size/large?v=v2&px=999 "Jira comm 2.jpg")

Let us know if you see any errors, and if so - what the log indicates.

comments: author: Tavas Neuwirth
body: So I am viewing the log and it is showing it sent it.

But I don't think its sending it right. That isn't the service desk I am trying to send to.

![SentJira.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/121515i94316973AC6CE8CB/image-size/large?v=v2&px=999 "SentJira.PNG")


author: Tavas Neuwirth
body: That is the name of the integration but it never got sent to my actual Service desk. FYI


author: Nick H
body: That typically indicates the Send Via OEC checkbox selected. If you are not using OEC - please uncheck this box \>\> save the integration \>\> retest:

<https://docs.opsgenie.com/docs/jiraservicedesk-integration#integration-via-oec-for-on-premise-jira-service-management-usage>

A few other things to review with your integration:

![Jira comm 3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/121516iF7715AA10EB4D5E6/image-size/large?v=v2&px=999 "Jira comm 3.jpg")

1) Uncheck the Send Via OEC checkbox if you are not using OEC.

2) Issue Type Name: this is case sensitive - so it needs to match the type available in this project exactly.

3) URL format: <https://accountname.atlassian.net> - nothing after .net or .net/

4) Username: This is the email used to log in to the Atlassian site. Best practice is using a site admin's email.

5) Password/API Token: Best practice is using an API token. This doc shows how to generate one: <https://confluence.atlassian.com/cloud/api-tokens-938839638.html>

Or - within Atlassian - click on your profile icon \>\> Profile \>\> Manage your account \>\> Security \>\> Create and manage API Tokens \>\> copy API token, and paste into the Password/API Token field.

6) Project Key: Project's abbreviation or key - should be in all-caps.


author: Tavas Neuwirth
body: Awesome thank you that actually worked I was using the password and it wasn't working but the second I tried the API Token instead it started to work thank you very much!


Tags: cloud