Can I use a NL phone number for OpsGenie call routing if I have OpsGenie as part of JSM?

[Erik Groot]

Hi all,

Can I use a NL phone number for OpsGenie call routing if I have OpsGenie as part of JSM? I am not sure if that is possible. I read that when part of JSM you cannot make use of an OpsGenie provided phone number, and you have to get a Twilio phone number.

Is this method restricted to US phone numbers?

Thanks for answer in advance!

[Shashwat Khare]

Hello @Erik Groot ,

I'm from the Opsgenie support team and here to help! :) 

Yes, you can use a NL phone number for call routing in JSM subordinate Opsgenie, but the number has to be procured by you from Twilio.

Here's a document link explaining how to search a buy a number from Twilio:
https://support.twilio.com/hc/en-us/articles/223135247-How-to-Search-for-and-Buy-a-Twilio-Phone-Number-from-Console

I hope this helps answer your query, wish you a great day ahead! :) 

Best,
Shashwat

[Erik Groot]

Hi Shashwat,

thank you for your answer. However, the way I read the support page on call routing integration in JSM subordinate Opsgenie, it seems that you can only use this when using a US phone number from Twilio, or do I interpret that wrong?

[Shashwat Khare]

My sincere apologies, Erik for this confusion due to a typo.


What I meant was you can use a custom Twilio number in JSM subordinate Opsgenie, but for using a Netherlands number, you will need to split your Opsgenie from your JSM instance and use it as a standalone product.

[Erik Groot]

Hi Shashkwat, 

Thank you for the answer. One more question; when I look at Twilio, it seems that I can still purchase a Netherlands phone number within the US Region;

Because the guide says buy a phone number from the US Region, does it then mean that you have to buy a US phone number? Or any phone number, but buy it from the US region?

This is a bit unclear to me. Hope you can clarify.

[Shashwat Khare]

Hello @Erik Groot ,

I would request you to kindly log a ticket with us using this link for this to be checked by a JSM Expert.

I'm from the Opsgenie support team and someone from the Jira Service Management support team should be able to answer this accurately.

Best,
Shashwat