Linking JSM on-call teams to compass components

[Ken Young]

Hi All

Is there a built in method (or API) to link JSM based Oncall "Teams" and schedules to a compass component in the basic level of Compass?  Are paying for Operations capabilities via JSM, so it seem like it would be unnecessary to upgrade compass and pay for those services twice.

Thx

[Tomislav Tobijas]

Hi @Ken Young ,

If you're already paying for JSM (and have Ops features there), you do not need to upgrade Compass or pay twice for operations capabilities.

Operations should be designed to have a single source of truth across both Compass and JSM, meaning:

• On-call teams and schedules are automatically synced between JSM and Compass. Any changes you make in JSM will reflect in Compass and vice versa.

• You do not need to buy licenses for both products for the same users - users only need a license for the product you choose as your primary operations platform.
• Operations features (including on-call schedules and teams) are shared...

So, there is no separate API or manual linking as synchronization is handled automatically by the platform.

You can read more about that here: Managing operations in Compass and Jira Service Management at the same time 

Btw, there are a couple of feature requests that might be relevant to the topic:

• JSDCLOUD-13931: Ability to pick Compass components fields within Jira Service Management project 
• JSDCLOUD-16879: Add the ability to synchronise JSM services with Compass 

Hope this helps.

Cheers,
Tobi

[Ken Young]

Thanks for replying @Tomislav Tobijas .  When I look at the configuration options in compass Basic, the Operations configuration is greyed out.  That leads me to believe that at least someone needs to have a compass standard license to link components to JMS operations (or teams) unless there is a global admin setting that isn't described in that document.  

Thx

Ken

[Tomislav Tobijas]

Hmm, that's true @Ken Young (just tested on one instance that has the same setup)
This used to work before, while Compass was in Beta, but maybe it was changed after it reached GA.

Can you maybe share your use case/what you are trying to achieve (e.g., when someone creates a new alert related to a component, so that the on-call team is notified)? That will probably help in troubleshooting this and checking if there's a workaround you could use 👀

I'll be honest, the Operations feature is still a relatively new thing - meaning, the whole UI and navigation could probably be improved. Maybe it will be a separate app at some point (like Teams or Goals)... 🤔

[Tomislav Tobijas]

@Ken Young I've reached out to Community support staff to see if they can clarify what will be working and what not, depending on which licenses you have (JSM, Compass or both).

Docs also say different things - mixing up what's available and what's not when it comes to the Operations feature 👀

[Tinker Fadoua]

@Ken Young my understanding is you need users/agents on both platforms before you can use the on call teams.

[Ken Young]

Ok, I supposed that makes some sense.  The goal is to track the health of the component when doing planning.  Teams respond within JSM.   We can currently also do this via services, but hope is to have two views in to what is the same data for all intensive purposes.