Incoming call routing after migration

Incoming call routing remains available in Jira Service Management after migrating from Opsgenie, but there are key differences in how phone numbers are managed. Opsgenie-provided phone numbers aren’t supported in Jira Service Management, so you must port your existing numbers to Twilio.

Migration summary

Is incoming call routing available in all Jira Service Management plans?

Incoming call routing is supported for Jira Service Management Premium and Enterprise plans. However, Opsgenie-provided phone numbers aren’t supported and must be moved to a customer-owned Twilio account. 

Are incoming call routing settings auto-synced after migration?

Yes, all incoming call routing settings except for Opsgenie-provided phone numbers are automatically migrated to Jira Service Management.

Are there required actions for full workflow parity?

Yes. Customers using Opsgenie-provided phone numbers must complete additional steps:

• Port Opsgenie-provided numbers to Twilio before migration.

• Update Twilio details in Jira Service Management once the porting process is complete.

• Continue to pay the bill for the number provided by Opsgenie until the number has been successfully ported.

Incoming call routing in Jira Service Management

To access incoming call routing in Jira Service Management, go to Operations > General configuration > Incoming call routing. You can view and manage phone numbers linked to your Twilio account. You can also update Twilio details to activate your migrated numbers.

• Incoming call routing is fully supported, but phone numbers must be customer-owned.

• Opsgenie-provided numbers must be ported to Twilio before migration.

• Twilio details must be updated manually after migration.

• Calls will not be received unless Twilio details are updated in Jira Service Management.

Read more about incoming call routing in Jira Service Management