youngmon/atlassian-qna huggingface dataset:
Stop Opsgenie notification during none on-call hours
Asked by Tomasz Bis:

Hi,

I have set up a new Team in Opsgenie. That teams is on a rota.

Members of that Team DO NOT cover Monday - Friday 9:00-17:00 (as this is OOH's Team only).

They are on the following Rota:

Weekdays (Mon-Friday): 17:00 - 22:00

Weekends:

Saturday: 9:00-22:00 and Sunday: 10:00-17:00

During the above hours I would expect them to receive Opsgenie notifications only.

I don't want to use 'quiet hours', I would like to stop alerts coming from Jira to Opsgenie to their team during their none on-call hours.

Here is the template of our webhook: JQL: assignee is "Tomasz Bis" AND issuetype = "Email request" OR issuetype = Kiosk AND issuetype not in ("Issue One", "Issue Two") OR reporter in ("tomasz.bis@companyEMAIL")

The integration between Jira and Opsgenie is working.   
The only problem I have is, that the notifications are coming through even during their non on call hours on their rota.

We don't really need receiving anything from Jira to Opsgenie during none on-call hours.

How to stop that please?  

Many Thanks

Tomasz


Answers:
author: Arumugam M
body: Hi Tomasz,

This is Arumugam here, happy to help!

Understand that you would like to stop Opsgenie from notifying users when they are not on-call.

In Opsgenie, you can use [routing rules](https://community.atlassian.com/t5/Opsgenie-articles/A-deep-dive-on-Routing-Rules/ba-p/1330474) and route the alerts to a specific escalation policy or schedule based on when the alert comes in to the team.

You may also use Notification policies to suppress the notifications.

You can learn more about routing rules and how they work [here](http://routing%20rules).

You can find more information about notification policies [here](https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/).

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

Thanks,   
Arumugam


Tags: cloud

jira-service-management

jira-service-management-cloud
Do we have any ways to create and configure custom keys for different issue types
Asked by Rushita Parsana:

Do we have any ways to create and configure custom keys for different issue types

For example

Apart from the icons which can be used to differentiate across different issue types can we also have the ability to create customized keys based on issue types?

i.e. EPIC - should start with EP-1234

Production defect = Prod-1234

Bug = Bug-1234


Answers:
author: Dave Mathijs
body: Hi [@Rushita Parsana](/t5/user/viewprofilepage/user-id/4946620) , welcome to the Atlassian Community!

The issue key always has the prefix of the associated project, you cannot change this.

So, if your project key is **PROJECT**, then your issues keys will be PROJECT-1, PROJECT-2, regardless of the issue type.

If you really would like to achieve this, the only option would be to create a project per issue type, but honestly, I wouldn't recommend it.

So, you would have projects with keys like EPIC, DEFECT, BUG, etc.

comments: author: Rushita Parsana
body: thanks, [@Dave Mathijs](/t5/user/viewprofilepage/user-id/2662590) for your valuable feedback!!


Tags: cloud
Create an action to retrieve the on call person
Asked by Rodrigo Del Bem:

Hi,

I have an integration between slack, pager duty and jira in zapier. We pull the current on call user from pager duty. Since we are moving from pager duty to opsgenie, we want to be able to pull the current on call engineer from it. How shall we proceed? Do we need to create an action just for that purpose, right? How that action would look like in detail?


Answers:
author: Ashish Shetty J
body: Hi Rodrigo,

As I understand you are looking for a way to fetch the on-call user details from Opsgenie and then forward them to other tools.

If yes, you should be able to use our **Get On calls** API endpoint that retrieves current on-call participants of a specific schedule. Here's a direct link to the Get On calls API endpoint documentation: <https://docs.opsgenie.com/docs/who-is-on-call-api#get-on-calls>

Hope this helps!

Thanks,  
Ashish


Tags: cloud
Change phone number
Asked by m.turan:

I got a new phone number. How do I change my contact number to new one in the opsgenie?


Answers:
author: Nick H
body: Hi [@m.turan](/t5/user/viewprofilepage/user-id/4945941) ,

You can change your voice/sms contact methods under the Settings menu \>\> Notifications tab.

You cannot edit a voice/sms contact at this time, so you'll want to delete the existing voice/sms contact, then add your new one:

![voice.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/199119iAA59644AF9CC5616/image-size/large?v=v2&px=999 "voice.jpg")

comments: author: m.turan
body: Thanks Nick that was easy


author: Murtaza
body: I understood the above thing but my concern is after deleting and modifying the contact. Notification rule below for voice should automatically update the number. But currently it get deleted and we have to add rule again completely


author: whyonearthwhy
body: I feel you! It can be quite a task to change phone numbers and update all your contacts, especially when you use your number for work. There's a constant fear of missing out on something important.  
For me, tracking all my calls became a lot easier after I started using MightyCall's call log feature. It records all the incoming and outgoing calls, so even if I miss a call or change my number, I can easily keep track of everything. It's super handy when it comes to managing calls for work. You can check it out <https://www.mightycall.com/features/call-logs/> sounds like something that might ease your worries.


Tags: cloud
OPSGENIE INTEGRATION ERROR
Asked by Carter:

Hello,

I am using the FREE Jira Service Management(JSM) cloud and looking to test the OPSGENIE integration feature, however I keep receiving the attached error.

Can anyone please advise if it's possible to test the OPSGENIE alerts on the free version of JSM?

If so, kindly advise of instructions that I can follow in receiving SMS alerts. Thank you.![OPSGEN.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/198794i2BE5F2CA82789EFE/image-size/large?v=v2&px=999 "OPSGEN.JPG")


Answers:
author: Nick H
body: Hi [@Carter](/t5/user/viewprofilepage/user-id/4903701) ,

The JSM integration is not included with the Free plan. JSM (and others) are considered an outgoing integration - meaning alerts / actions can be sent from Opsgenie to other systems. And outgoing integrations are not included with Free plans at this time.

comments: author: Carter
body: Hi Nick,

Thank you so much for clarifying. I will look at exploring the paid subscription for further testing.

I appreciate your help.

Regards,


author: Nick H
body: Welcome! I believe you'd need at least the Essentials plan to add the JSM integration: <https://support.atlassian.com/opsgenie/docs/which-features-are-not-available-in-the-essentials-plan/#Integrations>
not to send all alerts with the priority less than critical during the night
Asked by Vadim V:

Is it possible not to send all alerts with the priority less than critical during the night ?


Answers:
author: Nick H
body: Hi [@Vadim V](/t5/user/viewprofilepage/user-id/4941098) ,

Like [@Wei Wung](/t5/user/viewprofilepage/user-id/2767047) mentioned, notification policies are the best option for this use case.

But if they are not included in your plan, Free and Essentials allows each team to configure one routing rule per team.

The team receiving these alerts might want to configure a routing rule to look something like this:

![rr1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/198812iD1D296331A29F61D/image-size/large?v=v2&px=999 "rr1.jpg")

\^ Where alerts less than a priority of P2 + are created outside of business hours \>\> are then routed to No One.


author: Wei Wung
body: Hi [@Vadim V](/t5/user/viewprofilepage/user-id/4941098)

Thank you for reaching out! Yes, this is possible on Opsgenie's Standard and Enterprise plans. This is done by setting up a team-based Notification \[delay/suppression\] policy with "Restrict to time intervals" enabled to delay/suppress off-hours alerts if their Priority is less than P1 (Critical).

The following image shows an example of how a notification delay policy is configured by going to your Team's Policies tab \> Add notification policy:  

![2022-05-24_04-40-55.png](https://community.atlassian.com/t5/image/serverpage/image-id/198762i43B8FF02105F5A9D/image-size/large?v=v2&px=999 "2022-05-24_04-40-55.png")

Hope the above helps. Please feel free to refer to [the Notification Policy section of the Team policies document](https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/#Notification-Policy) for additional details.


Tags: cloud
Opsgenie and Azure SSO (no option) - is this handled by Atlassian Auth now?
Asked by Dries Grobler Jr:

I got an email from Microsoft saying that I need to renew our certficate with Opsgenie.

You're receiving this notification because your email address is associated with Opsgenie.  
The certificate used for single sign-on to Opsgenie is going to expire in 29 days on June 4, 2022 4:50 UTC. \| \|  

|----------------------------------------------|
| ### Recommended action {#toc-hId-1943380374} |

We recommend you renew the certificate in Opsgenie before June 4, 2022 4:50 UTC to avoid downtime with single sign-on. Please follow the steps below.  
1.In the **Azure Porta** l, go to the Single sign-on page for Opsgenie.  
2.In the SAML Signing Certificate section, click **Create new certificate** .  
3.Choose a duration of up to 3 years, then click **Save** , then click **OK** .  
4.Select **Make new certificate active** and click **Save** at the top. This will roll over your existing certificate to the newly created certificate.  
5.Download the new certificate and upload it to Opsgenie.  
Rolling the certificate in Azure Active Directory and configuring it in your app may cause single sign-on downtime. Please plan for potential downtime when performing the steps above. \|

According to your docs, <https://support.atlassian.com/opsgenie/docs/configure-azure-active-directory-sso/> I should do the following:

1. From your Opsgenie account, go to **Settings \> Login and SSO.**

2. Select **Azure Active Directory.**You'll see a list of instructions and empty fields to connect Azure with Opsgenie.

I don't have a "Login and SSO" option.

I do have SAML configuration on Atlassian Admin (<https://admin.atlassian.com/o/my-org-id/saml>) - would this override Opsgenie's configuration when we merged the accounts?

If yes, I can thus safely remove the SSO config for the Opgenie app within Azure AD?


Answers:
author: Nick H
body: Hi [@Dries Grobler Jr](/t5/user/viewprofilepage/user-id/3557375)

The Login and SSO tab is only available on standalone Opsgenie plans at this time. Under the JSM plans, SSO is not included. So yes - SSO / login would be managed on the Atlassian side and override the Opsgenie configuration.

Otherwise, if you are on a standalone Opsgenie plan, and do not see the Login and SSO tab under the Setting menu, then you do not have permission with your role.

comments: author: Dries Grobler Jr
body: We don't have a standalone Opsgenie.

Thank you for the confirmation [@Nick H](/t5/user/viewprofilepage/user-id/2540930) !


author: Michael Sawyer
body: The better question then...  

WHEN will you support SSO through JSM? This is rediculous, we'll have to go back to PagerDuty if I can't provide my enterprise users with a mobile app for OpsGenie. Also, why didn't sales notify us of this terrible lack of features when they sold us JSM????


Tags: azure

sso
The ical feeds only contain a few weeks in the future
Asked by Rogier:

I'm using the opsgenie .ical feed to import my shifts into my own calendar. This works great, but there is one small issue with this: the feeds only contain data which is a few weeks in the future. I would love to see way more data from the future, so I want the .ical feed to expose the coming 12 months, instead of the coming 4 weeks.


Answers:
author: Nick H
body: Hi [@rogierl](/t5/user/viewprofilepage/user-id/4939341) ,

It's not possible at this time to [export a calendar](https://support.atlassian.com/opsgenie/docs/manage-on-call-schedules-and-rotations/#%E2%80%8BExport-Schedules-as-iCalendar) for the next 12 months. It's only limited to 3 months currently.

*"You can also choose to export the schedule periodically. Select **Open calendar** from the icon bar to export the next 3 months to your calendar, starting from the current month. At the end of the initial 3 months, Opsgenie will automatically keep exporting the next 3 months period from the schedule."*

comments: author: Rogier
body: [@nick](/t5/user/viewprofilepage/user-id/4853195) thanks, I indeed use that function to "subscribe" to the opsgenie shifts. However, why is that feed limited to only 3 months? This doesn't really make sense. It would be better to have it expose the coming 12 months. For example, if a team with night-shifts want to plan the summer holidays, then they often have the need to see data \> 3 months form now.

What is needed to extend the default time window exposed by the export feature?


author: Nick H
body: Unfortunately it's not possible to extend the default time window 3mo\>

And I'm not entirely sure why it's limited to 3 months either.

But we have an open feature request you can follow here: <https://jira.atlassian.com/browse/OPSGENIE-461>

I'd recommend voting for the feature request, and adding yourself as a watcher. The more votes / watchers on a feature request, the higher likelihood engineering will consider adding it.


author: Rogier
body: Thanks for creating the story, [@Nick H](/t5/user/viewprofilepage/user-id/2540930) . Appreciate it!


Tags: cloud

export

feed

ical
How to get Opsgenie service name in Jira Service Management
Asked by mailtestmonitoreo:

Hello community Atlassian, [@Equipo Soporte](/t5/user/viewprofilepage/user-id/2830983)   

I have made the integration between Opsgenie and Jira Service Management (JSM), the current scenario allows to capture in JSM the alarms created in Opsgenie and vice versa; Now the situation when I create an incident in Opsgenie generates an alert and this alert is the one that is captured in JSM but the affected service is not captured, is there a way to do it, please help your community.  

![Captura de Pantalla 2022-05-20 a la(s) 16.01.36.png](/t5/image/serverpage/image-id/198429i3E2307F2BA5DB0B8/image-size/large?v=v2&px=999 "Captura de Pantalla 2022-05-20 a la(s) 16.01.36.png")

![Captura de Pantalla 2022-05-20 a la(s) 16.02.18.png](/t5/image/serverpage/image-id/198430iEA93E16DC21F750B/image-size/large?v=v2&px=999 "Captura de Pantalla 2022-05-20 a la(s) 16.02.18.png")


Answers:
author: mailtestmonitoreo
body: [@Equipo de Soporte T?cnico](/t5/user/viewprofilepage/user-id/4674378)


Tags: cloud
do we have postmortem api which can list all the postmortems
Asked by zoe zhang:

i checked the golang sdk, it doesnt have postmortems api implementation

i checked the opsgenie document, there is Get postmortem by id api

but i was wondering if there is a list all api please. thanks.


Answers:
author: Hana Ku?erov?
body: Hi [@zoe zhang](/t5/user/viewprofilepage/user-id/4934240) ,

welcome to the Atlassian Community!

I believe the only possibility is what you've found - [Get Postmortem Request](https://docs.opsgenie.com/docs/postmortem-api#get-postmortem-request) (you need to provide Postmortem id), there's no endpoint for getting all Postmortems.

comments: author: zoe zhang
body: thank you for your response

do you. have any plan to implement the list postmortems endpoint

thanks.


author: Hana Ku?erov?
body: [@zoe zhang](/t5/user/viewprofilepage/user-id/4934240) Please be aware I don't work for Atlassian, so I don't have such information. The only roadmap I know about is [this](https://www.atlassian.com/roadmap/cloud?selectedProduct=opsgenie).


Tags: cloud
We are not able to create jira tickets in Alerts
Asked by Venkata Sagar:

We are not able to create jira tickets in alerts


Answers:
author: Nick H
body: Hi [@Venkata Sagar](/t5/user/viewprofilepage/user-id/4886331) ,

If your Opsgenie alerts are not creating Jira issues, then this [Community post](https://community.atlassian.com/t5/Opsgenie-articles/Opsgenie-Alerts-Not-Creating-Jira-Jira-Service-Management-Issues/ba-p/1563628) may help!

Otherwise if you are facing other issues, or those suggestions above don't help, let us know.

comments: author: Venkata Sagar
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930)

Thanks for your Support, The Issue is resolved.


Tags: cloud
ServiceNow and Opsgenie Integration
Asked by Bryan Pascua:

Dear Opsgenie/Atlassian Community,

I am new here in the community, we are looking to explore Opsgenie's SMS alert feature, the project I am working on is to have an SMS alert sent when there's an Incident or Service request tickets created in ServiceNow. Can someone please help me on how to start with the Integration of ServiceNow and Opsgenie? What are the requirements to proceed.

Thank you,


Answers:
author: Nick H
body: Hi [@Bryan Pascua](/t5/user/viewprofilepage/user-id/4920547) ,

Our [ServiceNow documentation](https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-servicenow/) should help with creating / configuring the integration so SNOW incidents create Opsgenie alerts.

As for best practices, we typically see customers configuring an integration under a team. When an integration creates an alert, it'll flow through what's configured under the [team's On-call tab](https://support.atlassian.com/opsgenie/docs/configure-a-team-dashboard/); reviewing routing rules, escalations, and on-call schedules.

![snow1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/197763i0E0B7F5CFC2CD647/image-size/large?v=v2&px=999 "snow1.jpg")

The On-call tab manages WHICH users are notified. When an alert is sent to a user, the user can manage HOW they are notified (sms, push, email or voice notifications) through their New Alert [notification rules](https://support.atlassian.com/opsgenie/docs/configure-your-profile/#Notification-rules).

![snow2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/197764iDF133B46564B8D02/image-size/large?v=v2&px=999 "snow2.jpg")

Hope that gets your started in the right direction. Let us know if you have any other questions.


Tags: cloud

servicenow
Disable the "Auto-matched Alert Behavior"
Asked by Luis Helder:

I was reading through <https://support.atlassian.com/opsgenie/docs/automatically-create-an-incident-via-incident-rules/> and it states the following:
>
> After an incident is opened, alerts matching the Incident Rules become [++Associated Alerts++](https://docs.opsgenie.com/docs/correlate-alerts-with-incident-1#section-associating-alerts-with-an-existing-incident) under the incident automatically, and no notification is sent. This aims to reduce alert fatigue.

<br />

Is there a way to disable this behavior, so it actually creates incidents for all alerts matching the rules?

If not, am I going against the expected use of the tool?

I'm not sure what is the common use case regarding incidents in Opsgenie. Should I mostly create them manually, and try to automate only in specific cases using more specific incident-rules?


Answers:
author: John M
body: Hi Luis,

Incidents are usually managed a bit more manually since they are designed to be much less common and more urgent than alerts.

The idea with incident rules only allowing for one open incident at a time that matches the rule is that, when an incident is created for a specific rule, alerts will often keep coming in that are related to the same incident until it is resolved. If the system created a new incident per alert, that could result in many incidents all related to the same issue. Incidents also have to be closed manually so it could create a lot of extra manual work.

There is no way to override this feature. The 2 things I would recommend are:

1. Use specific criteria in each incident rule so that new alerts only match open incidents are relevant

2. Close incidents in a timely manner. This will ensure that a new incident is created if the previously created incident matching the same rule has been resolved


Tags: cloud
Alerts gets stopped on opsgenie from prometehus integration without any configuration changes
Asked by Piyush Rathod:

I was getting alerts from prometheus on Opsgenie but from 10 to 15 days I was not getting any alerts on Opsgenie.


Answers:
author: John M
body: Hi Piyush,

If you're not getting the alerts that you are expecting, I would recommend checking the debug logs in **Settings \>\> Debug Logs** . They will show the incoming payloads from your integrations. If those payloads reached opsgenie but an alert was not created, those logs would give you some indication as to why. If you need some assistance navigating the debug logs I would recommend chatting into support from within your account or opening [support ticket.](https://support.atlassian.com/contact/)

comments: author: Piyush Rathod
body: Thanks [@John M](/t5/user/viewprofilepage/user-id/4625213) for your response, It seems that alerts was not getting on slack channel due to rate_limited issue.


Tags: integration

prometheus
Setting up incidents between Zendesk and Opsgenie
Asked by Anton Van der Meyden:

Hello,

I have setup alerts that work from Zendesk to Opsgenie and from Opsegenie to Zendesk. I am now trying to setup incidents. This works from Opsegenie to Zendesk but not from Zendesk to Opsegenie. The extension fires in Zendesk but no incident is created in Opsgenie. Is it posisble to make an incident in Opsgenie from Zendesk?

I think the body of the extension might be need to be updated to push the correct fields back to Opsgenie from Zendesk. I know specific fields are required for the alerts to work in the body of the trigger in Zendesk.

Can someone please help me?

Thank you.

Kind Reagrds,

Anton


Answers:
author: Shivam Naik
body: Hi [@Anton Van der Meyden](/t5/user/viewprofilepage/user-id/4923608) ,

Happy to help!

You can Automate Incidents using Incident Rules. This would essentially set up a filter to create an Incident if an Alert comes in with matching criteria <https://support.atlassian.com/opsgenie/docs/automatically-create-an-incident-via-incident-rules/>. While this isn't direct Incident generation, this will allow you to open Incidents on Opsgenie using specific incoming Zendesk alerts.

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


Tags: cloud