Getting started with Opsgenie migration [start here]

[Dana Frederick]

Welcome to the Opsgenie Migration group.

This group is designed to be a supportive forum for discussing migrations from Opsgenie to Jira Service Management or Compass.

We encourage you to take your time reading through this page as you familiarize yourself with the group and your migration. Please don’t hesitate to leave any questions in the comments—we understand that this is a significant transition for many teams, and we’re here to assist you in navigating it.

Continue reading to learn more about next steps for planning an Opsgenie migration. 

👋 Looking for something specific? Feel free to skip ahead to the section you need:

• Key dates for Opsgenie customers
• Opsgenie migration options
• Opsgenie migration process
• Key resources for you & your team

📣🗓️ Have questions about getting started? Check out the recording of our recent Opsgenie migration AMA for a walkthrough of the process—and if you don't see your question answered in the recording, feel free to drop it for us here in the Opsgenie Migration group.

---

Key dates for Opsgenie customers

As you may have already seen, we recently announced the impending end of sale and end of support for Opsgenie. In light of that announcement, we’re encouraging Opsgenie customers to move to either Jira Service Management or Compass. Please note these key dates as you consider your next steps:

• Opsgenie end of sale - effective June 4th, 2025: Beginning on this date, customers will no longer be able to purchase or sign up for Opsgenie. This applies to purchases directly from Atlassian (on atlassian.com, or from the Atlassian sales team) as well as partners and resellers. Edition upgrades and downgrades will not be available after this date. Renewals will still be allowed after this date, so long as the subscription term concludes before the end of support date below.

• Opsgenie end of support - effective April 5th, 2027: On this date, access to Opsgenie will be shut off, and the product will no longer accessible. At this point, any unmigrated customer data in Opsgenie will also be deleted.

→ Read the full announcement

Opsgenie migration options

There are two options to migrate your data and configurations without service interruption via the migration tool: move to Jira Service Management for robust end-to-end incident management, or move to Compass for alerting and on-call scheduling features alongside an intuitive software component catalog.

We’ve created an in-product migration tool that will guide your team through the migration process, and suggest the best destination product for your team based on your current Opsgenie usage. The recommendation engine analyzes your site’s Opsgenie usage, and provides a customized suggestion to help you make an informed decision.

Opsgenie owners can access this tool by navigating to Settings > Migrate Opsgenie. Please note: this migration tool has begun rolling out today (March 4th) and will be available to all Opsgenie customers within the next few days.

→ Learn more about your migration options

👋 If you’re using an Opsgenie site bundled with Jira Service Management, and are already in the process of transitioning to Jira Service Management, you will not need to undergo the migration process described on this page—read more about that transition process here.

👋 If you're currently using Jira Service Management Data Center with Opsgenie, your migration path may differ—read more about your options here.

Opsgenie migration process

Moving your Opsgenie data to Jira Service Management or Compass is, in most cases, a largely automated process. Once your migration is scheduled, we’ll migrate your data, configurations, users, and teams to the product you chose, and provide a detailed list of remaining steps to complete the migration.

There’s no downtime during this transition; you’ll have access to both products during this time, with data synced across both Opsgenie and your destination product for up to 120 days (at which point Opsgenie will be turned off by default).

→ Read more about the migration process

👋 If you’re working with an Atlassian solutions partner, some steps of this process may differ—read more about those distinctions here.

---

Key migration resources for you & your team

• Recording: AMA - Navigating your Opsgenie migration

• Article: Opsgenie migration options

• Article: Overview of the migration process

• FAQ: Common questions about migration

[Alexander Ray]

The use case for us for OpsGenie is to:

1. Ingest alerts from tons of sources (including many not in the Atlassian ecosystem at all, such as by email and webhook). 
   1. We have a lot of critical services that are not exposed to the internet and are not web-services.
2. Send push notification, then email, then text, then call, over and over across the on-call rotation until someone acknowledges the alarm.
   1. I.e., Persistently nag everyone in a predefined pattern until someone answers it.
3. Have a robust audit-trail of exactly when the alert was triggered, what notifications were sent and when, who responded, etc.
   1. We need minute-by-minute time-accounting and accountability.

We do use JSM, however I don't see that functionality there.

So that being said, what are we supposed to use that specifically has these three things?

Also, for migrating, we were OpsGenie customers way before the Atlassian purchase, and so our OpsGenie instance is under a different tenant than our JSM, does the migration wizard account for that?

[David Grizzell]

Hi Alexander,

The three main features you mentioned are available in Jira Service Management today. If you don't see them, it may be due to your license type. JSM Premium and up contain the alerting, incident and problem management features. Do you know which JSM plan you are on today?

If your OpsGenie instance is under a different tenant than your JSM, then you will likely want to reach out to Atlassian support to consolidate it for you if possible. That should make the transition to JSM or Compass easier.

[Alexander Ray]

@David Grizzell So for example, if we have 3 people licensed at $10/mo on OpsGenie for on-call rotation and 30 people licensed at $20/mo on JSM, can we just update those 3 people to premium?

That difference alone would be a 3x price increase, but if we had to license everyone for premium then it's effectively a 30x price increase.

[David Grizzell]

@Alexander Ray you would only need to give a JSM Premium license to the 3 users who don't already have one. Anyone with a JSM Premium license is going to have access to receive alerts, be on call, etc. The other option that Atlassian will be providing more information on is transitioning to Compass which is cheaper. Based on what you've mentioned though, if you are already using JSM, I would recommend taking that route.

[Steven Behnke]

My company primarily uses Jira Datacenter and Bitbucket Datacenter, so this maneuver is pretty strange to us. We'll be reading up on what options make the most sense. We won't use Jira Cloud in force until ya'll get Government Cloud/Fedramp sorted, and we have no plans at this time to move to Bitbucket Cloud. 

[David Grizzell]

For OpsGenie, there is no Data Center option so this transition will be a Cloud-to-Cloud transition to either JSM or Compass. JSM can still be integrated with on-premise solutions like Jira DC and Bitbucket DC in the same manner that OpsGenie does today.

Not sure if you are aware, but the FedRAMP Moderate/High compliance is in the process of getting approved.

[Douglas Plumley]

This is disappointing.

[Tomáš Vrabec]

So in few words: Go away DC customers, right?

Got many customer which will never leave DC, but having pretty complex OpsGenie. 

This is just wrong way. The Atlassian is not useful tool anymore. IT world needs an alternative. 

[Andrew Laden]

So I have to admit that I was extremely upset when I first saw this. Onprem customer Jira software/JSM/confluence all data center. Was an opsgenie customer long before Atlassian bought them.

So to be fair, I have not been keeping up on the features of JSM cloud. I know the product lines branched between Cloud and DC a while ago, but I thought that they were still fundamentally similar. And I couldn't see how JSM could replace OpsGenie. 

But I did a little digging around Atlassian's web site, and it seems like the part that they aren't really highlighting is that most of the OpsGenie features are getting rolled into JSM natively.

https://support.atlassian.com/opsgenie/docs/feature-changes-and-deprecations-in-jira-service-management/

And i found a bunch of pages all with the same warning banner.

"This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site."

https://support.atlassian.com/jira-service-management-cloud/docs/discover-alerting-and-on-call/

https://support.atlassian.com/jira-service-management-cloud/docs/how-are-alerts-created/

https://support.atlassian.com/jira-service-management-cloud/docs/integrations/

For example, this may look familar....

Configure alert rules

With the default setup, Jira Service Management creates alerts with minimal configuration. By further configuring the integration, you can:

• define rules to notify different set of members on your team about different emails

• define rules to acknowledge or close alerts by using resolution/recovery emails instead of creating separate alerts for them

• modify alert content by allowing Jira Service Management to parse the email by using string processing methods

Following are the different types of alert rules you can create and apply to emails:

• Ignore

• Create alert

• Close alert

• Acknowledge alert

• Add note

• Heartbeat

Each alert rule type has an associated filter determining the action for processing incoming emails. Each email is processed by only one action, and actions are evaluated in the top-down order. The first rule that matches your alert runs the action associated with it. For example, if an email matches the filter for a create alert action, it is never used for a close or acknowledge action. Multiple actions can be created for each type of action.

So I think the part that isn't clear from the announcement is that they are really rolling all the Opsgenie features into JSM natively. (behind the Premium/enterprise paywall of course)

So from a feature standpoint, It may not be as bad as I first thought.

Then of course came the price tag

I'm currently on standard  $19.95 per user per month.

JSM Premium. $47.82/month 

Ah, so this is just another Big cash grab. I see what you did there Atlassian....

So this only makes sense if we migrate our On-Prem Datacenter jira installation to Cloud, which is something we are thinking about, but due to our extensive customization and automation/integrations with internal processes, is going to be a huge project.

So yes, this basically comes down to another &%^$&*^$ you to datacenter customers.

[David Grizzell]

You're on the right track about the features being part of JSM natively now. OpsGenie customers who already used JSM had their instances merged into JSM over the last year or so. It's definitely more feature rich inside of JSM if your incident management process is tightly aligned to your service desk.

JSM Premium is going to be more expensive than OpsGenie standalone today. One other option that customers will have is transitioning to Compass instead, which is cheaper than JSM. That part isn't super clear in the communications so far but hopefully more info to come.

[Alexander Ray]

@David Grizzell  It's not super clear to me exactly what Compass does.  Does the Standard tier take in alerts generated from somewhere then push/email/text/call people in a rotation until someone answers?

[David Grizzell]

@Alexander Ray it does. The UI on Compass is built more around a DevOps / Operations Manager's view as opposed to the Service Desk Manager view in JSM.

[Andrew Laden]

Switching to Compass seems like buying a new car just to listen to the radio. I'm forced to buy a product whose main purpose is completely irrelevant to me just to get some minor functionality.

Oh, by the way, the https://support.atlassian.com/opsgenie/docs/feature-changes-and-deprecations-in-compass/ doesn't even render correctly. The right half of the chart is cut off. Thats what you get for trying to cram content into tiny columns and leave way too much whitespace on the sides. (like they did with the OG interface a while ago. but that is another story)

Oh yeah, and there is this

• Mobile App Limitations – The Compass mobile app will only function if the user has a Jira Software or Jira Service Management license on the same site.

So even if you switch to Compass, you still need a jira cloud license.

[tmccormack]

Question: Will `X@Y.opsgenie.net` email addresses continue to work for alerting integrations? Or are we going to have to go find and update all of these?

[David Grizzell]

I don't believe they have shared specific guidance on this yet. What I noticed during the Opsgenie -> JSM merge last year is that the old OpsGenie email collectors continued to work but they advised customers to update to the Jira based email addresses when they had time.

[tmccormack]

Oh, I just realized the end of support is April 5th, 2027. I thought it was 2025!

[Steven Dracker]

We still have an open case with atlassian trying to complete the migration from Ops genie to JIRA service management cloud. Now when I try the migration it says that the migration tool is coming soon. 

With all the careful setup we completed in Ops genie we are very nervous about this migration. When will the migration tool actually function? 

We are also a DataDog customer who recently announced similar functionality. We will be comparing it to Ops genie and Jira Service Management since there's no clear path for us at present. 

Hopefully I get a response in my ticket, there has been no updates since being escalated to atlassian Engineering.

[Dana Frederick]

Hi @Steven Dracker - I'm so sorry that you're experiencing this. The Opsgenie migration tool described above is currently being rolled out to all customers; if you don't already have access, you should very soon.

While the rollout is still in progress, the migration tool is ready to use as soon as you gain access to it. The migration process is designed to carry your existing configurations into your destination product (in this case, Jira Service Management), so your existing configurations will be preserved. If there are any configurations that you're particularly concerned about, feel free to drop them here and our team can share more details about how they're handled during the migration process.

Thank you for your patience on the ticket you referenced; we'll also flag this with the teams involved.

[marix]

Is there an ETA on when the tool will be rolled out to all customers? I currently don't see the "Migrate Opsgenie" option in my setting, not even in deactivated form.

[Dana Frederick]

Hi @marix ! All customers should have access to the tool at this point. If you're in an Opsgenie owner role, and are still unable to see the "Migrate Opsgenie" page, can you share your site name so that we can investigate?

[marix]

Thanks for your reply, @Dana Frederick . Sadly, I still don't see "Migrate Opsgenie" on https://marix.app.eu.opsgenie.com/. The site is simple enough that I could manually migrate. But I am also using this as my personal upskilling project and would have loved to have gone through the workflow once in a simple project on my own before having to do it with our complex enterprise subscription at work in a team context.

[Dana Frederick]

So sorry about that @marix! Appreciate your patience with this; we'd like to make sure this is working for you. It seems like this may be a bug. We'll have our support team reach out to you directly help troubleshoot your site in more depth. Please keep an eye out for a note from them on next steps!

[Paul Dewar]

@Dana Frederick

We have the OpsGenie Migration tool available and the recommendation is for us to migrate to Compass. We have set up a trial account so we can review the functionality to understand if this software will be suitable going forward. 

Unfortunately, the Operations functionality isn't in our software and the documentation says that this is new functionality that is currently rolling out to some customers. When will this functionality be rolling out to all customers? At this point Compass is not very interesting for us.

I have confirmed that the trial account is premium and should have access to the Operations functionality.