Resolve incidents faster in Jira Service Management - UI update!

[Phillip C]

@Spencer Audet  I'm in the same boat. We've recently disconnected our Opsgenie instance from JSM as we needed a higher plan tier for Opsgenie than what JSM inherently provided us as part of the bundle.

Would like to benefit from the simplicity of this new change!

[Andy Conley]

@Shaun Pinney This looks great! We setup Opsgenie when we adopted JSM for our internal customer support team. The flow is pretty clunky there and we never could get the automation/notifications 100%, so only use it for managing oncall schedules. I'm really excited to see when this gets rolled out to us. How do we find out?

[Shaun Pinney]

@Andy Conley It sounds like you are using your bundled Opsgenie so you will have access to use the new tool we're creating to move all of Opsgenie into your JSM by the end of June. Emails and in-app communications are coming starting in June to notify you when your instance has access to start the move. 

[Tyler Cassar]

Are these changes live for everyone yet?

[Shaun Pinney]

@Tyler Cassar The new incident UI is live for all new JSM Cloud instances and it's available to any JSM Cloud customer who does not have Opsgenie teams, alerts, or incidents in their bundled Opsgenie account. If you are a JSM Cloud customer who has been using your bundled Opsgenie to create Opsgenie teams and do Ops work, it's not yet available. We are building a tool that will help move all of your Opsgenie data and configurations over to JSM. The roll-out of this tool will be completed in June '24. Admins will see emails and in-app notifications announcing when the tooling is ready to use. If you have a sandbox/test instance that does not have Opsgenie data in it you have access to the new UI and can begin testing it if you like before June. Watch this video for an overview of what it looks like: https://play.goconsensus.com/u1886e2f7

[Jordan English]

Will these changes affect the Terraform OpsGenie provider and or OpsGenie API?

[Andrew Fernando]

@Shaun Pinney  - If we have a OpsGenie environment (bundled) that we were testing (in prod) but we dont necessarily need it, what is the best way to get it removed, OR even to just remove from sandbox? Just so we can get the new features tested. Would that be a support ticket?

[Andy Conley]

@Shaun Pinney Just to poke you, why record a goconsensus.com demo when Loom is part of the Atlassian family?

[Dan W]

A couple of questions:

Is it possible to setup a standard maintenance window for all teams?

Are there any changes to how incoming call routing will be configured?

Will an alert still be able to create an issue in a Non-Service project?

[Shaun Pinney]

@Andrew Fernando If you delete your Opsgenie teams, chat integrations, and any Opsgenie actions (automations) and configurations that should qualify you for the current release. Once that is done, our team can double check and then directly enable the streamlined UI on the back-end for your instance - just send back the instance name. thanks 

[Shaun Pinney]

Hi everyone,

A couple of people have asked for it, so sharing in the comments as well. We ran a AMA last week that was filled with great live questions from many of you + others - you can check it out in the link below:

https://atlassian.zoom.us/rec/share/dxT4uqcHjaGe-vK4YkU4wxPIz3gWDbUfteBdGIO-R-uN9j2XM9sFqdU_08yhAiB6.3yXJ4RhV7ijEgViZ

Passcode: v67K8&Y0

[Shaun Pinney]

@Dan W Here are the answers to your questions 

Is it possible to set up a standard maintenance window for all teams?

- You can set a maintenance window for a integration or sync(to jsm/jsw). Depending on how these integrations are configured, at a team or site level, you can add it to the maintenance window of your choice.

Are there any changes to how incoming call routing will be configured?

-  No, it works the same, you need to bring your own Twilio number and plug it into our integration to utilize the routing features

Will an alert still be able to create an issue in a Non-Service project?

- Yes you can select any project using “Sync” feature. https://support.atlassian.com/jira-service-management-cloud/docs/what-is-sync/

[Samyak Masulkar]

Hi @Shaun Pinney , 

We are in process of migrating our DC instance to cloud instance, in DC we are using standalone opsgenie for jira software project. Can you please help us with migration from DC to cloud (bundled) JSM. Also, what will happen to the existing opsgenie incidents(on DC opsgenie has incident), how will they get migrate to bundled opsgenie on cloud, as there is no opsgenie incidents in bundled opsgenie, it has only alerts. 

[Brian Flanagan]

Hello. Can this feature be pushed to our Jira Service Management instance? I am in the process of building out our Incident reporting policies and this would be extremely helpful to have.

[Shaun Pinney]

@Brian Flanagan what is your Atlassian site name? I assume you are a Jira Service Management Cloud customer. If you have not added Opsgenie teams to your bundled Opsgenie account you have access today. But send me your site name and I can check.

[Brian Flanagan]

@Shaun Pinney 

foxen.atlassian.net

Yeah, I have added Opsgenie teams. Nothing is in use as of now though it was all for testing and showing a proof of concept. Is there a way we can still get it?

[Shaun Pinney]

@Brian Flanagan If you delete your Opsgenie teams, chat integrations, and any Opsgenie actions (automations) and configurations that should qualify you for the current release. Once that is done, our team can double check and then directly enable the streamlined UI on the back-end for foxen.atlassian.net. Send me an email at spinney at atlassian.com and we can talk through it 

[Ken Young]

@Shaun Pinney We have "Active" linked OpsGenie<->JSM instance that we will needed to wait to migrate until the migraiton tool is created.  I have created a sandbox to test the new options features in, but I am unable to see new features when I create the sandbox, and there is no "migration" tool as described in the documentation.   Are we capable of testing the new features in sandboxes?  Thank you.

[Shaun Pinney]

@Samyak Masulkar When you start the transition, we will automatically create a Jira project called "Opsgenie-migrated-Incidents" and copy all existing OG Incidents there.

@Ken Young The sandbox will have access IF you don't have any Opsgenie teams created in it. If you delete your Opsgenie data (teams, chat integrations, and any Opsgenie actions (automation) and configurations) that should qualify you for the current release. Once that is done, our team can double-check and then directly enable the streamlined UI on the back-end. Send me an email at spinney at atlassian.com and we can talk through it 

[Samyak Masulkar]

Hi @Shaun Pinney , 

There is much more to this, can we connect over email for further communication? On DC, project is software, and they are using OEC for achieving few out of the box functionalities. On bundled opsgenie such functionalities are not available for cloud software project. We can discuss more on this over email. 

Or if we want to migrate from standalone DC to standalone cloud, what are the steps involved. OEC will be still in place. 

[Shaun Pinney]

@Samyak Masulkar Ok, gotcha. The best way to get more detailed help here is to contact Support: https://support.atlassian.com/contact/#/ 

[Rodney Dsouza _Atlassian Certified Expert_]

Hi @Shaun Pinney ,  you had replied to Dan W above indicating that you could indeed CREATE Jira issues via the Sync feature, but that does not seem to be the case for Cloud as documented here: https://support.atlassian.com/jira-service-management-cloud/docs/sync-alerts-with-service-and-software-projects/  and also my experience trying it out now.

EDIT: I should be clear that I am using Cloud and above link indicates that this may be possible for Server, but not available for Cloud.

Before this new complete integration of OpsGenie into JSM, I could create an entry in "Outgoing automation rules" for a JSM<->OpsGenie Integration, which then allowed me to create an issue in the JSM selectively based on the attributes of the alert. 

If it is not obvious, what I am trying to do is have the "OpsGenie" module be able to receive a message from an external system (via email in this case), then create an Alert.  I can still do this part.    Then, I want to selectively create an issue (Incident probably) in JSM, while utilizing the great deduplication functionality that is in OpsGenie.

Is this still possible?

Thanks in advance.

[Helen C]

Hi @Shaun Pinney 

We have the integrated opsgenie with JIRA SM but initially used it for testing ages ago - we dont want to keep anything in it or sync the data over when we move to the new UI. Is there an easy way to clear it out first (rather than delete one by one). I've done the alerts (bulk selection saved me) but nothing else has bulk deletions. How can we clear out Opsgenie to start fresh ?

Helen

[Rodney D_Souza]

@Shaun Pinney could you please answer my question from June 27?   Thanks

[Rodney D_Souza]

To try to answer my own question from earlier... with this transition to the new interface the ability to create JSM issues via Outgoing Rules does seem to have gone away in Cloud.   The option is not available in the new 'Sync' capability.   

However, instead you can do something related via the new JSM Automation Rule triggers like 'Alert Created'.   

With 'Alert Created' the only documented smart value variable is {{alert}}, which by default seems to only print out the message,  but it seems like you can also reference {{alert.source}} {alert.tags}} {alert.priority} etc properties.    Depending on your use case, you could still make the functionality work the way it was before the full integration of OpsGenie and JSM