JSM/OpsGenie: How to create Jira issues when receiving an incoming call
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Use Case
When using incoming call integration in OpsGenie and the user needs to create Jira Service Management incidents whenever an incoming call is received in OpsGenie.
Prerequisites
Incoming call integration needs to be set up in OpsGenie according to Incoming call routing.
Solution
Using Jira Service Management new cloud integration
- Login to your OpsGenie site URL.
- Go to Teams > Integrations > Select Jira Service Management integration.
- Click on "Create and update requests with Opsgenie alerts that are created by other integrations".
- Scroll down and click "Edit request creation rule" Or "+ Add request creation rule" according to your use case.
- Under filter alerts select "Match one or more conditions below" or "Match all conditions below" according to your use case.
- Add the following condition as seen in the screen capture below "If Source Contains or Equal Phone" or any other keyword used in the source field of the alert when it's created by the incoming call integration.
- Click Enable & Save.
- Click Done on the integration page.
Using Jira Service Management legacy cloud integration
- Login to your OpsGenie site URL.
- Go to Teams > Integrations > Select Jira Service Management integration.
- Click on "Create Jira Service Management Issues for Opsgenie Alerts" under "For other Opsgenie alerts" section.
- Under Alert Filter select "Match one or more conditions below" or "Match all conditions below" according to your use case.
- Add the following condition as seen in the screen capture below "If Source Contains or Equal Phone" or any other keyword used in the source field of the alert when it's created by the incoming call integration.
- Enter the configuration parameters:
- Issue Type Name - Type of the issue which can be "Task", "Bug", "Story" or your custom issue type ("Epic" is not supported).
- Jira Service Management URL - Your Jira Service Management url where issues will be created.
- Username - Your username for your Jira Service Management account.
- Password/API Token - Your password for your Jira Service Management account or your API token (Token can be generate using Manage API tokens for your Atlassian account).
- Project Key - The issues will be created for this project.
- Click Save Integration.