Jira Service Desk Warning


#1

I’m in the process of setting up the integration between OpsGenie and Jira Service Desk (Cloud) and seem to have the two way communication nailed in that:

  1. OG will create a ticket in Jira for a new alert
  2. Comments in Jira get back to OG as notes
  3. Notes in OG get back to Jira as comments
  4. Ack’ing the alert in OG adds a note (see comment below)
  5. Closing the alert in OG resolves the ticket in Jira

A few comments though:

  1. From what I understand if there is a required field in Jira then OG cannot create requests? We are planning to make component selection mandatory so this could be a problem
  2. If I change the status of the ticket in Jira to say pending, is it possible to get OG to set the alert to acknowledge? Or will I need create a new transition in Jira?
  3. Despite the two way comms appearing to work, I get the error below in Jira ticket view, any ideas what could be causing this?

image


#2

Hey Phil, I’ll try my best to help you with this.

  1. I didn’t get what you mean by this. Can you elaborate more? What do you mean by “if there is a required field in Jira then OG cannot create requests”?

  2. The answer is Yes! :slight_smile: In the integration’s page, you can select the advanced tab and from there you can create a new “Acknowledge alert” rule for only “pending” tickets.

  3. I can only guess. This seems like there is either no integration defined on JSD side or there is a misconfiguration. Would you be able to view the integration page in JSD?

Thanks, hope this helps.