Jira ticket is not getting created from the outgoing automation rule set in JSM-Opsgenie integration

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary


Jira ticket is not getting created from the outgoing automation rule set in the JSM-Opsgenie integration

Diagnosis

With the help of New Jira Service Management integration in Opsgenie, you can create a new ticket in Jira site when an alert is created in Opsgenie. If you notice that a new Jira ticket is not getting created then please look for below mentioned possible reasons:

  1. Incorrect configuration and Integration status: Review the integration settings in Opsgenie according to the JSM Integration support document. Ensure that the integration is enabled, and the appropriate project has been selected.

  2. Issue with outgoing automation rules and filter conditions: Examine the alert creation rules within the Opsgenie integration to confirm that the setup correctly generates Jira tickets for specific alerts. Verify that the conditions specified in the rules are being met and that the rule is enabled.

  3. Issue with Jira custom fields: Please ensure that integration is providing values for the required fields added on the 'create issue screen' for the issue type selected in the outgoing automation rule. Invalid or empty custom field values could prevent ticket creation.

  4. Labels field: The labels field must be added on the 'create issue screen', this is required because Opsgenie adds the label 'OpsgenieEvent' automatically on all the tickets created by the the JSM integration.
    • Example: The highlighted message below suggests that the labels field is not added to the 'create issue screen' screen for the issue type selected in the outgoing automation rule

To identify the exact issue, Inspect the activity logs by clicking on the Activity log tab on the alert and search for any failed execution statuses related to the Jira Service Management integration. If you still encounter issues, consider reaching out to Atlassian Support for further assistance.


Last modified on Jun 27, 2023

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