Start moving from Opsgenie to Jira Service Management

Why move your operations

With Opsgenie and Jira Service Management in your subscription, you’re able to use both products in a single subscription. But this isn’t the best way for your team to use Atlassian’s operations offering (alerting and incident management), because the on-call responder still needs to continually switch between two applications, constantly, to get their routine work done. Not only that, but this also makes all the work your team does in Jira seem so disconnected from Opsgenie.

We are offering a better way. We want your team to have seamless and efficient experiences while being on-call, responding to alerts, and collaborating on incidents, so we’re making all Opsgenie features available natively in Jira Service Management—making it possible to access your operations work in the same place the rest of your work is.

This will help your team:

⏱️ Reduce context switching. Your operations team members can collaborate and handle every alert and incident in one tool.

♾️ Accelerate Dev + Ops: increase visibility to Dev and get your teams working together to resolve issues faster from Jira Service Management.

Watch a 3-minute video tour to see it in action.

All you need to do is move your operations from Opsgenie to Jira Service Management — which is made simple by this guide.

Get started with your move

Jira admins will receive email and in-app notifications that the new streamlined incident UI is now available for Jira Service Management. Additionally, you can navigate to Settings > Products > Moving from Opsgenie to get started.

In the Let’s start moving section, you’ll find key info about when your move is scheduled to start automatically, when your access to Opsgenie will change to view-only, and when Opsgenie will turn off permanently.

Select the Get started button when you’re ready, this doesn’t start the move, but only shows you more information about the benefits and functionality you’re going to unlock by moving your work. Read the information and select Next. 

The next step shows you any configurations you’ll need to set up in Jira Service Management manually, since it needs an admin’s involvement. This gives you a heads-up before you start moving.

What happens to users and roles

All your Opsgenie users and roles will get synced with Jira Service Management. After users and roles are synced, you’ll need to assign a product role to Opsgenie users who don’t have the same role in Jira Service Management.

There might be two categories: Opsgenie admins and users.

• There could be Opsgenie admins who don’t get the product admin role, so the list of admins will be shown to you after the move for you to assign them the product admin role in Jira Service Management.

• There could be Opsgenie users who had a custom role in Opsgenie that isn’t supported by Jira Service Management, so they’ll have the User role unless you assign them a different role later.

What happens to chat tools

Unlike other alerting integrations, chat integrations in Opsgenie must be copied manually since they need authentication. Jira will help you by giving you a shifting guide to easily connect your chat tools and copy your integrations from Opsgenie.

What happens to actions and incident rules

Your Opsgenie actions and incident rules won’t be automatically moved to Jira Service Management and will stay as is in Opsgenie. You can easily recreate them using Jira Automation’s vast library of rule templates and components. The guide will help you recreate these settings.

What happens to heartbeats

Your heartbeats from Opsgenie will be moved to Jira Service Management, but their servers will now be switched from Opsgenie (opsgenie.net) to the new Atlassian servers (atlassian.net). Your heartbeats will continue to function as usual. However, if there are scripts you’re using the heartbeat names with the opsgenie.net servers, we recommend updating your scripts. 

The next step shows you any Opsgenie feature that’s not going to be available in Jira Service Management, such as unavailable integrations, the Teams API in Opsgenie (which is now replaced with a new API), and some global features in Opsgenie, etc. 

When you’re ready, select Next to continue.

In the next step, you’ll get a summary of the most important information you need to know before you move. The date when Opsgenie will be turned off is indicated in your product UI. This date may change depending on your subscription, so it’s best to refer to your product UI.

What happens after starting your shift from Opsgenie

Before you start the move, you’ll be shown a summary of what happens after the move.

• Your Opsgenie data and settings will be synced with Jira Service Management, without any changes.

• As some data and settings will need to be moved manually, you’ll get a guide to follow and complete your move from Opsgenie to Jira Service Management. Our guide will help you all the way to get it done.

• Your Opsgenie account will still be active, and none of your data and settings will be affected. After a few weeks, Opsgenie will be turned off permanently and this can’t be undone. To know the exact date on which Opsgenie will get turned off, go to Settings > Products > Moving from Opsgenie.

• Opsgenie APIs will continue to work even while you move to Jira Service Management. However, once you complete your move, we recommend that you start using the Jira Service Management Ops REST API.

Select Let’s start moving to get started. Once that’s done, you can read how to set up operations and complete your shift to Jira Service Management.

What happens when Opsgenie becomes read-only

When your Opsgenie instance becomes read-only, you can no longer edit, update, create, or delete items on the alerts or on-call schedule pages. Your Opsgenie and Jira Service Management sites will remain in sync and all of your Opsgenie data will be available to view.

The following is what to expect during this period:

• The read-only limitation applies to all operations related to alerts and on-call schedules only.

• Alerts and team-based and account-based on-call schedules will become read-only. No one, including admins, will be able to create, edit, update, or delete any configuration in Opsgenie.

• Since your alerts and on-call schedules are synced, you can manage them directly in Jira Service Management. You'll continue to receive new alerts and can view schedule updates in Opsgenie, but modifications can happen only in Jira Service Management.

• If you need to reference any configuration in Opsgenie and set up alternatives in Jira Service Management - for example, configuring automation rules - you can do so during this period.

We recommend that you complete the following steps for your site, as applicable:

• Connect your chat tools with Jira Service Management.

• Recreate Opsgenie alert actions and incident rules.

• Download the Jira mobile app (iOS app store, Android play store).

• Replace existing REST API endpoints with Jira Operations REST API endpoints.

• Turn off Opsgenie after verifying that you’ve moved all your Opsgenie data and settings to Jira Service Management. Find out how to turn off Opsgenie.

What happens after Opsgenie is turned off

The following is what to expect after Opsgenie is turned off:

• Deprecated features in Opsgenie that weren’t moved to Jira Service Management (which includes outdated integrations and configuration that weren’t synced) will be permanently deleted. Read more about deprecated features and their replacements in Jira Service Management.

• Any existing configuration you have in Opsgenie for features such as chat tools or Opsgenie actions won’t be accessible after Opsgenie is turned off. These require manual setup from scratch in Jira Service Management; make sure you complete it before Opsgenie is turned off to minimize disruption.

• Logging in to Opsgenie will no longer be supported. Manage your operations through Jira Service Management.

• All alert and on-call notifications are sent from Jira Service Management. On-call responders will receive notifications directing them to Jira Service Management for further actions.

Find out how to turn off Opsgenie.