How to switch Opsgenie phone numbers to Twilio

Opsgenie-provided phone numbers for incoming call routing will no longer be supported in Jira Service Management, so you must port your numbers to Twilio after your data migration to Jira Service Management. If you don’t transfer your numbers before migration, you risk losing it permanently, as Atlassian will disable the incoming call routing integration and remove the number.

Verify your phone number and Twilio account

To continue using your Opsgenie phone numbers in Jira Service Management, you must first transfer ownership of the number to your own Twilio account. Read Twilio’s support document about moving Twilio phone numbers to another Twilio account.

1. Confirm the phone numbers currently assigned to your Opsgenie account.

2. Ensure you have a Twilio account set up and verified. If you don’t have one, sign up for Twilio.

3. Locate your Twilio Account SID—this will be required for the transfer request.

Meet Twilio’s regulatory requirements

Twilio has regulatory requirements for transferring phone numbers, which vary based on country and region. This process can take several days or weeks depending on approval timelines.

1. Review Twilio’s regulatory requirements for number transfers in your country.

2. Provide Twilio with the required regulatory information:

   1. Address ID or Regulatory Bundle ID, depending on your location.

   2. Any additional documents required for compliance.

3. Wait for confirmation from Twilio before proceeding with the transfer request.

Request a number transfer from Atlassian to Twilio

Once you have your Twilio Account SID and regulatory approvals in place, contact Atlassian Support to request the transfer.

1. Provide the phone numbers you want to transfer.

2. Share your Twilio Account SID for the transfer request.

3. Atlassian will verify your request and confirm ownership before proceeding.

After verification, Atlassian will submit a transfer request to Twilio on your behalf.

Approve the transfer in Twilio

Once Atlassian initiates the transfer, Twilio will contact you to confirm ownership.

1. Log into your Twilio account and follow the instructions provided by Twilio.

2. Approve the transfer request for your phone numbers.

3. Twilio will schedule and process the transfer, moving the number from Atlassian’s account to yours.

What happens after the transfer?

Once Twilio completes the transfer, your phone number will be fully managed under your own Twilio account. To continue using incoming call routing in Jira Service Management, you must set up your number in Jira Service Management’s Incoming Call Routing settings.