Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-11805

Auto-assign issues based on a Opsgenie On-call Schedule

XMLWordPrintable

    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Similar to https://jira.atlassian.com/browse/JSDCLOUD-9731 and copied the details but in Data Center Edition.

      A bit of background:

      We recently decided to make use of the Opsgenie inclusion into Jira Service Management Cloud to create on-call schedules for our first-line engineers.

      I've found a community post suggesting a solution for the problem at hand, where a new ticket in the Service Desk created an Alert in Opsgenie. If the alert was ack'ed in Opsgenie, a comment would be made to the ticket Service Desk containing the username of the ack'ing user. A Service Desk automation rule would then run to assign the ticket to the username mentioned in the comment. It could work, but it would still require our engineers to interact with alerts in Opsgenie. We currently only use Opsgenie to administer the on-call schedule, and we don't need the full-fledged alerts management functionality it provides.

            [JSDSERVER-11805] Auto-assign issues based on a Opsgenie On-call Schedule

            Marc Dacanay made changes -
            Labels New: ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 978133 ]
            Pythian Atlassian Licensing Team made changes -
            Link New: This issue relates to OPSGENIE-26 [ OPSGENIE-26 ]
            Michael Vidallon made changes -
            Link New: This issue is cloned from JSDSERVER-11804 [ JSDSERVER-11804 ]
            Michael Vidallon created issue -

              Unassigned Unassigned
              07224f093d45 Michael Vidallon
              Votes:
              5 Vote for this issue
              Watchers:
              3 Start watching this issue

                Created:
                Updated: