Integration from Jira to Opsgenie

[Sofia]

I have a query, I am integrating opsgenie into Jira Service Management, when an alert is created in Opsgenie, it creates a Ticket in Jira, when I close that alert in Opsgenie, it resolves the Ticket in Jira, but when I resolve the Ticket in Jira it does not close the alert in Opsgenie, how can I make the change of status from Jira to Opsgenie work for me as well? I want that when I resolve a ticket in JSM, the alert in Opsgenie is also closed.

[Rudy Holtkamp]

Hi @Sofia ,

You can manage this in Opsgenie.

1. Go to Settings > Integration (or Team > your_team > Integrations
2. Click on the Jira Service Management Cloud Integration (the blue icon).
3. There you have the sections Incoming automation rules & Outgoing automation rules. > Click on 'Show default incoming rules
4. In the Close ALERT rule, you can edit the rule. 
5. Change the condition 'Status name' And change Equals to Matches. Now you can enter a regex. Or in our case, add (maybe) multiple statusses which should close the alert, e.g.
   Done|Canceled|Resolved
   So between each status name (of your choosing), you should add a pipe character '|'
6. Save and enable the rule.

This should close the alert when the issue is resolved.

[Sofia]

Hi Rudy, I understand that you mean this:

I already have it configured as you say, but it does not work for me, in this case, I understand that it does not work for me because it is not an alert that was created from JSM, but rather an alert that was created in Opsgenie and based on that alert it was created the ticket in JSM, but what I want is to manage the status change to closed from JSM, even though the alert was created from Opsgenie to JSM

[Rudy Holtkamp]

Hi @Sofia ,

I can see from your screenshot that you added the legacy JSM integration.

So you need to go back to the integrations and and the 'New' JSM Cloud' integration (and disable/remove the legacy one). Then edit it, like I described in the previous reply. So it will look like this:

I hope this helps.

[Sofia]

Rudy, when I try to integrate JSM Cloud it tells me that I have to connect it from Atlassian, I understand that it is because I do not have a license for this software:

[Rudy Holtkamp]

I've not seen this one before, but go to:

https://<your site>.app.opsgenie.com/settings/atlassian-apps

And connect to JSM.

Otherwise, I'm afraid that I'm out of options and can only refer you to https://support.atlassian.com/contact/#/

[Sofia]

I don't have permissions to integrate it, so I'll contact support, thank you very much for the information Rudy, after solving this I'll try to configure it again with the data you gave me! Thank you