Mapping Jira Service Management Ticket Priorities with Opsgenie/Operations Alert Priorities

Summary

In Jira Service Management Opsgenie/Operations, when an integration/Sync sends a priority value, it is mapped to known priority levels of Opsgenie/operations: P1, P2, P3, P4, or P5. If the sent priority matches one of these levels, the alert is created with the specified priority. However, if the priority does not match a known value (e.g. if it's labeled as "CRITICAL"), the alert defaults to a P3 priority. This means that if the priority value from a system like Jira Service Management differs from Opsgenie's/Operations known values, the alert will automatically be set to P3.

This article offers a workaround to set the Operations/Opsgenie priority for the alert based appropriate priority based on Jira Service Management issue's priority. See also JSDCLOUD-9565 - Priority mapping between Opsgenie and Jira Service Management

Solution

To map integration priorities to Opsgenie/operations, you would need to define a separate "Create Alert" action for each priority level in the integration. In these actions, set the filter to identify specific priority keywords and manually set the corresponding Opsgenie/operations priority value in the alert priority field.

To configure priority in alert creation and processing rules of Syncs 

1. Go to the team’s Operations page by selecting Go to Operations on the team’s profile.

2. Select Syncs from the sidebar. You can view the team syncs that have already been created, if any.

3. Under Alert creation and Processing rules > selectAdd rule

4. EnterRule name > SelectCreate alertas theRule type.

5. Add a condition to match one of the priority levels and manually set the priority 

   

6. Select Save to add the rule.

7. Repeat steps 4→6 for each level of priority.

Now, alerts should be created with the appropriate priority based on Jira Service Management issue's priority.