JSM/OpsGenie: Set the request type for Jira Service management issues when issue is created through an Opsgenie alert

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

Summary

Currently, you can only set an issue type while setting up issue creation through an alert via the Jira Service Management Opsgenie integration, and these issues don't show up in the queues because they don't have a valid request type. 
In some cases, you would fancy setting a Request Type on such issues created via the Integration.

This article offers a workaround to set the request type for Jira Service management issues when an issue is created through an Opsgenie alert

We have an open feature request to have the ability to set the request type when the issue is created through an Opsgenie alert

OPSGENIE-138 - Ability to set the request type when issue is created through an Opsgenie alert 

Solution

Configure Jira Service Management Integration

  • Login to your OpsGenie site URL.
  • Go to Teams & select the owner team, navigate to Integrations > Add integration > Jira Service Management Cloud (New) > Save Integration.
  • Under the Outgoing automation rule section select checkbox Create and update requests with Opsgenie alerts that are created by other integrations click on Add Request Creation rule:
  • Configure the request creation rule as per your use case.
  • Make sure to go over (...) Under Create and Update requests with Opsgenie alerts that are created by the other integrations > Enable rule 


Configure an automation rule in Jira Service Management to set the Request type

  • Go to your Service project Project Settings > Automation > Create rule
  • Trigger - Issue Created
  • Condition -Issue fields condition > Search for Labels > Condition "contains any of", under Value select "OpsgenieEvent" and click Save.

      

  • Action - Edit request type > Under Request Type > Select the correct Request type associated with the issue type (set on the integration) and click Save.


Last modified on Jan 23, 2025

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