Merge Opsgenie and move your data to Jira Service Management

To proceed with the merge, you must:

• Be a Jira Service Management site admin and Opsgenie owner.

• Have separate Jira Service Management and Opsgenie plans on the same Atlassian site.

• Ensure that your Jira Service Management plan is not in a trial period.

If you're a standalone Opsgenie user, you'll first need to complete the merge process outlined in this guide before proceeding with data migration to Jira Service Management. This merge will streamline your billing and grant all your licensed users full access to both products’ capabilities. It will also unlock enhanced IT service management features within Jira Service Management and the ability to move your Opsgenie data to Jira Service Management.

Why should you merge?

Merging Opsgenie with Jira Service Management provides these key benefits:

• Single bill for both products

• No need to switch between Opsgenie and Jira Service Management

• Full feature parity with Opsgenie

• Access to additional ITSM capabilities in Jira Service Management

After merging, you’ll have a customized timeline to move your data into Jira Service Management. Until then, both products will be automatically synced, meaning you’ll receive the same alerts in both systems. Read more about moving your data to Jira Service Management.

Once merged, you’ll see your personalized timeline to move your data from Opsgenie to Jira Service Management, turning off Opsgenie as a standalone product. You'll manage alerts, on-call scheduling, and incident response directly within Jira Service Management, a fully native experience.

If you already merged and want to start the process of moving your data after the merge, follow the instructions here: Set up operations and complete your shift to Jira Service Management.

Merge time

Your merge will be complete within a few minutes, but in some cases, it could take up to 24 hours. We’ll let you know by email when the merge has been successfully completed.

Changes to some Opsgenie features in Jira Service Management

When the merge is complete, Opsgenie and Jira Service Management will share the same edition plan and you’ll see a comprehensive guide to complete your configurations in Jira Service Management. This means that some features may change, depending on whether you choose to upgrade or downgrade your Jira Service Management edition plan.

Incoming call routing

Incoming call routing is available in Premium and Enterprise Jira Service Management plans, when used with a Twilio phone number. Read more about using incoming call routing in Jira Service Management.

Heartbeat monitoring

Heartbeat monitoring is available in Premium and Enterprise Jira Service Management plans. Read more about heartbeats.

Bi-directional integrations

Bi-directional Integrations with ITSM tools such as Datadog and Zendesk are not available in Free and Essentials Opsgenie plans as part of Free and Standard Jira Service Management subscriptions. Upgrade to a Premium or Enterprise Jira Service Management plan for access to this feature. View available integrations in Jira Service Management.

Billing cost

The billing cost of the subscription may change based on the number of unique users and the plan you’re on.

Users

You’ll be billed for the number of unique users included in your Jira Service Management subscription after the merge. Users who had access to both products prior to merging will be counted as a single user.

For example, if you were previously billed for 30 separate licenses, with 25 Jira Service Management users and 5 Opsgenie users, but 5 users have licenses for both products, your new user count would be 25 Jira Service Management licenses.

If you’re on an annual subscription, you can still merge even if it will push you over your user limit. After merging, you’ll need to remove some existing users to keep your user count below or equal to your current limit, or upgrade to a plan that supports a larger number of users.

Merge Opsgenie with Jira Service Management

To merge Opsgenie with Jira Service Management:

1. Open admin.atlassian.com

2. Switch to the Billing tab.

3. If you see an info icon next to Opsgenie under Products and apps column:

   1. In the pop-up, select Get started.

   2. Read through the information provided, and when you're ready to merge, 

   3. Select Merge. 

4. If you don’t see the info icon next to Opsgenie and see a Manage subscription link next to Jira Service Management instead: 

   1. Select Manage subscription on Jira Service Management 

   2. On the Jira Service Management card, select Get started under the merge information.

   3. Read through the information provided, and when you're ready, select Get started.

   4. Select the plan you would like to use for your merged products.

   5. Confirm the plan and select Continue.

   6. When you’re ready to merge, select Confirm merge.

5. You’ll receive an email notification once the merge is complete. 

Move Opsgenie data to Jira Service Management

After merging, you can permanently move your Opsgenie data to Jira Service Management and turn off Opsgenie:

1. After the merge, Jira admins will receive an email and in-app notifications that the new streamlined incident UI is available in Jira Service Management.

2. Navigate to Settings > Products > Moving from Opsgenie to begin.

3. Select Get started. This will show you detailed information about the benefits and new functionality you’ll unlock by moving your work. Note: Selecting this option does not start the move.

4. Review the information and select Next.

5. The next screen will highlight any configurations that need manual setup in Jira Service Management, giving you a heads-up on what to prepare before starting the move.

6. When you start the move, your Opsgenie data and settings won’t be deleted. They will remain in Opsgenie but will also be synced to Jira Service Management.

7. Once your move is completed, you’ll see when your Opsgenie will be turned off permanently. You can turn it off manually as well. Turning off Opsgenie cannot be undone.

Read more about moving Opsgenie to Jira Service Management.

Unmerging

Note: It is no longer possible to unmerge your Opsgenie and Jira Service Management subscriptions. Once merged, the two products become a single entity with combined user management and billing. If you require further assistance or have specific concerns, you can reach out to Atlassian Support for help.