OpsG to JSM issue

[Mick Love]

Hi there, I have JSM > OpsG working fine.  For some reason, If I trigger an alert on OpsG, I get an email and SMS, but it fails to create a ticket on JSM.

In the OpsG log, I can see the following Error

• alertLogOwner System

• responseBody {"errorMessages":[],"errors":{"summary":"Field 'summary' cannot be set. It is not on the appropriate screen, or unknown.","description":"Field 'description' cannot be set. It is not on the appropriate screen, or unknown.","labels":"Field 'labels' cannot be set. It is not on the appropriate screen, or unknown."}}

• _outgoingData

  • _headers

    • Authorization ...

    • -Content-Type [ application/json;charset=UTF-8 ]

  • integrationType JiraServiceDesk

  • _payload

    • _fields { summary: testing 20202020, -labels: fromOG, _project: [object Object], _issuetype: [object Object], description: Click on [Body.html] attachment for HTML version Testing 123  }

  • integrationName VoIP_Jira Service Management

• alertId d42eaa38-d2f1-45fa-ba3d-2ba5b1081d3a-1606840532978

• alertLogType system

• statusCode BAD_REQUEST
  I take it I am missing an setting somewhere?

Regards

Mick

[Nick Haller · Accepted solution]

Hi @Mick Love ,

There are a few things to review for this error.

In JSM navigate to the Settings menu >> Issues tab >> Screens tab >> click Configure for the same project’s screen that is configured in the integration’s action mapping section, and check if these fields - summary, description, and labels - are available in this screen:

Typically when we see this error including all 3 fields missing, the fields are found in the project's Screen - and instead, it could potentially be a misconfiguration here in the integration:

A few things to double-check on your end:

1. If OEC is not being used - make sure the 'Send Via OEC' checkbox is not selected. OEC is used mostly for Server instances - and typically not needed with Cloud instances: https://docs.opsgenie.com/docs/jiraservicedesk-integration#integration-via-oec-for-on-premise-jira-service-management-usage
2. URL should only include your site name with nothing following .net
   1. Example: https://accountname.atlassian.net/
3. Username is the email used to log in into your Atlassian site. Best practice is using a site admin's email.
4. Password/API Token - best practice is using an API token here. This doc outlines how to generate one: https://confluence.atlassian.com/cloud/api-tokens-938839638.html
   
   1. After you create / copy the API token, paste it into the Password/API Token field.

Finally - save the integration, and retest.

Let us know if you continue seeing this 400 error after.

[Mick Love]

@Nick Haller thank you for the very detailed help, it ended up being my credentials. I was using my Displayed username and not my email. 

All working now :)

Regards

Mick