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Integrate with Tideways

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

Tideways logo

What does the integration offer?

Use Jira Service Management's Tideways integration to send Tideways alerts to Opsgenie’s API with detailed information. Jira Service Management acts as a dispatcher for these alerts and determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, and iPhone & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

How does the integration work?

When an alert is created in Tideways, an alert is automatically created in Jira Service Management.

Set up the integration

Tideways is an API integration. Setting it up involves the following steps:

  • Add a Tideways integration in Jira Service Management

  • Configure the integration in Tideways

Add a Tideways integration

Bidirectional integrations aren’t supported in Free and Standard plans. All the other integrations are supported at a team level in Free and Standard; however, for their outgoing part to work, you need to upgrade to a higher plan. To add any integration at a site level through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be either on Premium or Enterprise.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a Tideways integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “Tideways”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the API key.
    You will use this key while configuring the integration in Tideways later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Tideways

To configure the integration of Tideways with Jira Service Management, complete the following steps:

  1. In Tideways, go to the Settings page of your application.

  2. Select Configure Alerts.

  3. Go to Alert Actions and select Create Alert Action.

  4. Select Opsgenie for the action type.

  5. Paste the API key copied previously into API Key.

  6. Select Create.

This is an API-based integration, so dynamic (draggable) properties such as custom priority, payload, URL, and headers aren't available.

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