Issue:

Right now when trying to link JSD tickets to opsgenie alerts/incidents, it shows "No tickets found. You can link tickets only if you have access to the new ITSM template in Jira Service Desk. Sign up for the early access program from here if you haven’t already. Learn more"

Suggested Solution:

Add option to link tickets without using new ITSM template... "That's something we were extremely excited about but cannot use the feature because of our current JSD and it would take a massive overhaul to convert all of them"

Current Workarounds:

Use only the ITSM templates, which would require customers to change their current ticketing systems.