Set up operations and complete your shift to Jira Service Management

Once the Jira admin starts the shift from Opsgenie to Jira Service Management, almost all your data and settings will have synced to Jira. You’ll need to manually shift only some of it as they will need your involvement.

Select Shifting from Opsgenie to Jira button in Jira Service Management to resume your shifting journey. If you don’t see the button, you can select Help > Shifting from Opsgenie to Jira.

Users and roles

All users and roles from Opsgenie get synced with Jira Service Management and is now managed from Atlassian Administration.

It may happen that a few Opsgenie admins or users don’t have the same role in Jira Service Management.

Opsgenie admins who don’t have the product admin role

This happens if they are an admin in Opsgenie but aren’t a product admin in Jira Service Management.

To fix this: You can give them the product admin role in Jira Service Management so they can continue to have access to configure operations. Read how to make someone a product admin

Opsgenie users who no longer have custom roles

This happens if they have a custom role in Opsgenie that isn’t supported by Jira Service Management, so they currently have a User role in Jira.

To fix this: You can give them the product admin role in Jira Service Management so they can continue to have access to configure operations. Read how to make someone a product admin

Integrations

Once the Jira admin starts the shift from Opsgenie to Jira Service Management, the integrations you’ve configured in Opsgenie get synced with Jira Service Management, without any changes. You’ll now find your integrations in Settings > Products > Integrations.

Things you need to know:

• Incoming call routing integrations do get synced with Jira Service Management, but they’re no longer considered integrations. They’re now a separate, native functionality called Incoming call routing. To manage incoming call routing, go to Settings > Products > Incoming call routing.

• Your chat integrations don’t get automatically shifted to Jira Service Management, because your chat tools are connected with Opsgenie. You’ll need to connect and configure your chat integrations in Jira Service Management. Read how to shift your chat integrations

Chat tools for alerting

Your chat integrations aren’t automatically shifted to Jira Service Management, because your chat tools are connected with Opsgenie.

What you need to do:

1. Connect your chat tools with Jira Service Management

2. Then, simply copy your chat integrations from Opsgenie to Jira.

This will let your on-call teams work on alerts from their existing chat channels.

Connect your chat tools with Jira Service Management

From the list of Slack workspaces and Microsoft tenants, select Connect for the ones you wish to use with Jira Service Management. Make sure you’re a member of the Slack workspace or Microsoft tenant you’re trying to connect to.

Once you complete the authorization prompted by Slack or Microsoft Teams, you should see the status in Jira as Connected.

Copy your Opsgenie chat integrations to Jira Service Management

From the list of Opsgenie chat integrations, select Copy to Jira for the ones you want to copy to Jira Service Management. Make sure you’re a member of the channel connected to the chat integration, or else you won’t be able to copy it to Jira Service Management.

If you see Give permission instead of Copy to Jira, this means Jira Service Management needs your permission to create channels and post to channels in Slack and Microsoft Teams.

You can check the connected channel from the Connected to column in the table and join it. If it’s a private channel, then you won’t be able to search it on Slack and Microsoft Teams, you can reach out to your admin for help.

Prevent duplicate notifications from Opsgenie chat integrations

After you copy your chat integrations, you’ll have the same integration active in Opsgenie and Jira Service Management. This means you’ll get duplicate notifications for each alert activity.

To fix this: Select Manage chat integrations in Opsgenie, find and turn off your chat integrations in Opsgenie. This will only turn off your Opsgenie chat integrations, the integrations won’t be deleted. You can turn it on at any time.

Notifications

Your contact methods, notification, and forwarding rules from Opsgenie are now synced with Jira Service Management, without any changes.

You’ll get alert and on-call notifications as usual, but they’ll be sent by Jira once your shift is complete and Opsgenie is turned off. Update your filters and blocklist in your email client to ensure that you have access to email notifications from no-reply@jsm-notifications.atlassian.net.

To manage your alert notification settings, go to Personal settings and select Alerts in Notification settings.

Add Jira Cloud mobile app as your notification method

To get notified of alerts, check on-call schedules, and manage your notifications on the go, get the Jira Cloud mobile app for iOS and Android.

Once you’ve installed it, you can add it as a notification method to start receiving push notifications for alerts and on-call. Your notification rules from Opsgenie will be copied to your Jira Cloud mobile app, without any changes.

Select the mobile devices where you’d like to add Jira Cloud app as your notification method and select Add Jira Cloud app as notification method.

Prevent duplicate notifications from Opsgenie mobile app

If you have both the Jira Cloud and Opsgenie mobile apps, there’s a good chance you’ll end up getting duplicate notifications for every alert or on-call activity.

To fix this: You can turn off the Opsgenie mobile app in your contact methods. This will only turn off your Opsgenie mobile app as a contact method, so your notification rules and preferences will not be affected.

Select Turn off Opsgenie mobile app contact method to make it happen. You’ll no longer get push notifications from the Opsgenie mobile app.

Delete your Opsgenie contact methods

If your Jira admin has set up a role-based notification (previously called central notification template in Opsgenie), then your notifications may not get pushed to your Opsgenie mobile app (which is now turned off).

To fix this: Delete your Opsgenie contact method. This will make the Jira Mobile Cloud mobile app your primary contact method in central notification templates.

Select Manage contact methods, then delete any Opsgenie mobile apps you find under Contact methods.

Alerts

All your alerts will now be available in Jira Service Management. To access your alerts, select Your work from Jira navigation and select Alerts. You can also access your alerts from the Alerts widget on the Your work page.

To create an alert manually, you can select Create alert from More actions on the Alerts page.

Turn off Opsgenie permanently

To turn off Opsgenie, you can navigate to Settings > Products > Shift from Opsgenie to Jira and select the Turn off Opsgenie button.

Once you turn off Opsgenie:

• Opsgenie web and mobile apps won’t be accessible to anyone

• You’ll be able to use operations only in Jira Service Management

This action doesn’t affect or change your billing. Before you confirm, be sure to check the shifting guide for any open tasks or pending data, settings that you haven’t shifted to Jira Service Management, as any of your unshifted data will be lost.