Enable your teams to keep track of the reported customer problems while responding to incidents with our Jira Service Desk Cloud integration. Opsgenie's integration with Jira Service Desk Cloud enables you to link your Jira Service Desk tickets with your Opsgenie incidents and alerts, directly from Opsgenie.
To use the features that our Jira Service Desk integration provides, you would need to establish a connection between Opsgenie and Jira Service Desk first. After connecting Opsgenie with Jira Service Desk, you can link Jira Service Desk tickets to your incidents and alerts in Opsgenie. There are no additional configurations needed to enable ticket linking in Opsgenie once the connection is set up.
Your account will be connected to Jira Service Desk automatically once the prerequisites mentioned below are satisfied. You can check your connection from Settings >> Connected Apps >> Atlassian products. Choose Jira Service Desk Cloud from the list of products.
There are some prerequisites that your account should satisfy which would establish the connection with Jira Service Desk:
1. Your Opsgenie account should be under an Atlassian site for the integration to work. If your account does not have an Atlassian site, you should migrate your account first. While migrating your Opsgenie account, make sure you’re selecting the Atlassian site which is connected to your Jira Service Desk account. Go to your account settings to initiate the migration process. You can learn more about migrating to an Atlassian site and what it means for you from here.
2. Your Jira Service Desk account, which you’d like to use with this integration, should be under the same Atlassian site with your Opsgenie account. Otherwise, you would not be able to use the integration.
Once you satisfy the prerequisites mentioned above, your account will automatically be connected with Jira Service Desk Cloud and you will be able to use the functionalities mentioned below.
You can link tickets only if you have access to the new ITSM template in Jira Service Desk. To use this new template, you can sign up for the early access program. Learn more
Please note that you can only link Jira Service Desk incident tickets with the incidents and alerts in Opsgenie.
Once the connection is established between Opsgenie and Jira Service Desk, a new section within alert details page and incident details page will be displayed with the name Jira Service Desk tickets. You will be able to link Jira Service Desk tickets to your Opsgenie alerts and incidents from this section.
- Click Link ticket to start linking tickets. An inline linking component would show up right under the section.
- Search for the Jira Service Desk ticket from the search box and click Link to link the searched ticket to the alert/incident.
Clicking on the linked tickets will open the ticket details in Jira Service Desk in a new tab. You can also remove the links by hovering over the linked ticket and clicking on the remove icon.
Updated 3 months ago