Incident and service-management tools
Three more tools sit behind the same provider seam as Jira, Linear and GitHub Issues (issue-trackers.md): each can be an alert channel, can be linked from an issue, and is told when the issue resolves.
| Tool | What Bucker creates | Key | Public API used |
|---|---|---|---|
| Opsgenie | An alert | bucker-<issue id> (the alias) |
POST /v2/alerts, POST /v2/alerts/<alias>/close |
| incident.io | An alert event | bucker-<issue id> (the deduplication key) |
POST /v2/alert_events/http/<alert source id> |
| Jira Service Management | A service-desk request | SD-123 |
POST /rest/servicedeskapi/request |
Atlassian is folding Opsgenie into Jira Service Management. Opsgenie keeps working today and is a provider for that reason; new Atlassian customers will want the JSM one.
Behaviour they share
- Linking is idempotent. A second click, an alert storm and a retried delivery find the first alert or request and create nothing.
- A 4xx from the tool (a wrong key, a rejected field) is permanent and is not retried; a 5xx or a timeout is.
- Resolving the issue in Bucker closes or resolves the item in the tool. A regression opens it again (Opsgenie and incident.io). JSM moves through the transition ids you configure, since those are specific to each workflow.
- Hosts are fixed. Opsgenie is
api.opsgenie.comorapi.eu.opsgenie.comby theregionsetting, incident.io isapi.incident.io, and a JSM base URL must be HTTPS and public. A key is never sent to a host typed into a form.
Connecting
All three are connected in Settings, Integrations, and each is then available as an alert channel kind.
| Tool | Settings | Credentials | You create, once |
|---|---|---|---|
| Opsgenie | region (us or eu), optional teams, tags |
apiKey |
An "API" integration in Opsgenie |
| incident.io | alertSourceId |
token |
An HTTP alert source in incident.io |
| JSM | baseUrl, serviceDeskId, requestTypeId, optional transitionMap, statusMap |
email, apiToken |
An Atlassian API token, and the ids from your service desk |
Creating those keys, tokens and sources is a step for a person with admin access to the tool. Bucker does not do it and has no way to.
For JSM status coming back, add a Jira webhook (or an automation rule) on the project that posts to the receiver URL shown when you connect, with the secret shown there. Opsgenie and incident.io are outbound only.