Create a ticket in Jira Service Management Cloud when an alert is created in Opsgenie

This template demonstrates how to create a new request in Jira Service Management Cloud when an alert is created in Opsgenie with a configurable priority mapping. Get started to learn more.

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📋 Overview

This template demonstrates how to create a new request in Jira Service Management Cloud when an alert is created in Opsgenie with a configurable priority mapping.

🖊️ Setup

• Configure an API Connection and Event Listener by creating a connector for JSM Cloud and optionally also for the Opsgenie Event Listener, or use existing ones.
• To pass priority level when creating a JSM request with the API, you need to add the Priority field to the chosen request type form in the Project settings -> Request types -> Chosen-request-type settings.
• Go to Parameters and configure parameters to meet you needs.
• Add a value to SERVICE_DESK_NAME variable by providing the JSM project name.
• Add a value to SERVICE_DESK_REQUEST_TYPE_NAME variable by providing the JSM Request type name.
• (Optional) Rearrange prioprity mappings by changing values in PRIORITY_MAPPING variable.
• (Optional) Fill out JSM_SUMMARY_PREFIX variable to add certian prefix that will be used in the summary field in JSM. Example: Created from Opsgenie Alert: <Message from alert>.

🚀 Usage

• Create a new alert in an Opsgenie instance, after successful event processing a new request should be created in JSM Cloud instance.

import JiraServiceManagementCloud from "./api/jsm/cloud";
import { AlertCreatedEvent } from '@sr-connect/opsgenie/events';

export default async function (event: AlertCreatedEvent, context: Context): Promise<void> {
    if (context.triggerType === 'MANUAL') {
        console.error('This script is designed to be triggered externally or manually from the Event Listener. Please consider using Event Listener Test Event Payload if you need to trigger this script manually.');
        return;
    }

    const { SERVICE_DESK_NAME, SERVICE_DESK_REQUEST_TYPE_NAME, JSM_SUMMARY_PREFIX, PRIORITY_MAPPING } = getEnvVars(context);

    // Find Service Desk ID
    const serviceDesks = await JiraServiceManagementCloud.Servicedesk.getServicedesks();
    const serviceDeskId = serviceDesks.values?.find(desk => desk.projectName?.localeCompare(SERVICE_DESK_NAME, 'en', { sensitivity: 'base' }) === 0)?.id;
    if (!serviceDeskId) {
        throw new Error(`Failed to find Service Desk ID. Please check if project name is correct: ${SERVICE_DESK_NAME}.`);
    }

    // Find Request Type ID
    const serviceDeskTypes = await JiraServiceManagementCloud.Request.Type.getTypes({
        serviceDeskId: [+serviceDeskId]
    });
    const requestTypeId = serviceDeskTypes.values?.find(type => type.name?.localeCompare(SERVICE_DESK_REQUEST_TYPE_NAME, 'en', { sensitivity: 'base' }) === 0)?.id;
    if (!requestTypeId) {
        throw new Error(`Failed to find Request Type ID. Please check if Request Type Name is correct: ${SERVICE_DESK_REQUEST_TYPE_NAME}.`);
    }

    const calculatedPriority = PRIORITY_MAPPING[event.alert.priority];

    // Create request in JSM
    const createdRequest = await JiraServiceManagementCloud.Request.createRequest({
        body: {
            requestFieldValues: {
                description: event.alert.description ?? '',
                summary: JSM_SUMMARY_PREFIX ? JSM_SUMMARY_PREFIX + event.alert.message : event.alert.message,
                priority: { name: calculatedPriority } // need to add to the Request type user gonna use
            },
            requestTypeId,
            serviceDeskId,
        }
    });

    console.log(`Created JSM Request ${createdRequest.issueKey} from Opsgenie alert ${event.alert.message} - Alert ID: ${event.alert.alertId}.`);
}

type OpsgeniePriorityId = string;
type JsmPriorityLevel = string;
interface EnvVars {
    SERVICE_DESK_NAME: string;
    SERVICE_DESK_REQUEST_TYPE_NAME: string;
    PRIORITY_MAPPING: Record<OpsgeniePriorityId, JsmPriorityLevel>
    JSM_SUMMARY_PREFIX?: string;
}

export function getEnvVars(context: Context) {
    return context.environment.vars as EnvVars;
}