Resolve incidents faster in Jira Service Management - UI update!

[Shaun Pinney]

Hi @Rodney D_Souza 

The Sync feature can create issues in a JSM project. It can actually create issues in any Jira project, including software projects.

You would use the “Create and update issues against alerts created by integrations or other syncs” at the bottom of the Sync creation screen. There you can create multiple rules, each with their own filter conditions for the alert.

Here's a helpful doc to check out as you try it:

https://support.atlassian.com/jira-service-management-cloud/docs/sync-alerts-with-service-and-software-projects/#Set-rules-for-ta[…]s-against-alerts

[Shaun Pinney]

Hi everyone,

I hope if you're reading this you have either been looking into moving your IT Ops work into the new streamlined incident experience in JSM, or maybe you have completed the move.

Either way, I wanted to make sure you were all aware that we are hosting our next AMA on Aug 8th at 2 PM EST time. Please register here.

AND, please keep posting your questions about all things incident management here. I (or a much smarted member of our team) will answer your questions and also share those answers in the AMA. Hope to see you on Aug 8th! 

[Rodney D_Souza]

@Shaun Pinney that doc that you referenced says that "create an issue" is only available for Server, but not for Cloud.     And I've tried the “Create and update issues against alerts created by integrations or other syncs” and the option to Create is not there (on my Cloud instance).

On the bright side, the new Automation Rule trigger for Alerts have very useful functionality that probably be used to replicate the now missing functionality.

[Shaun Pinney]

@Rodney D_Souza Try using the "Create and update issues against alerts created by integrations or other syncs” section of that document instead 

[Piyush Bhandari]

@Shaun Pinney - Thank you for all the answers and session posted. It answers a lot of questions. 

I am trying to use the Terraform provider for Opsgenie to create resources in the new UI. 

Can you please provide the instructions for creating the Opsgenie API key in the new UI? Similar to the instructions here https://support.atlassian.com/opsgenie/docs/api-key-management/ when Opsgenie was not combined. 

It looks like when I try to create the API key in https://id.atlassian.com/manage-profile/security/api-tokens. It generates an Atlassian key, which gives an error when used in Terraform provider configuration. https://registry.terraform.io/providers/opsgenie/opsgenie/latest/docs

Please provide your guidance as this is a blocker for us on a high priority project.

[Rodney D_Souza]

@Shaun Pinney  I did.  As you can see in this screenshot, the only 2 options are (1) adding a Comment or (2) transitioning the issue to DONE.   This matches up with the documentation you mentioned.

[Mihaela Stanciu]

Hi @Shaun Pinney , is it possible for this feature to be pushed to our Jira Service Management production instance as well? It is currently only available in our SandBox. Thank you!

[Shaun Pinney]

Hi @Mihaela Stanciu Navigate to Settings--> Products--> and look at Operations under the Jira Service Management heading 

It looks similar to this screenshot:

The only reason you would not see it is if you use Global Escalations or Global On-call schedules - both of those Global level features are being brought over to JSM currently. You can learn 

[Shaun Pinney]

Hi @Helen C In terms of deleting your Opsgenie test data, you will have to do that manually we don't have a way to delete the data for you 

[Helen C]

Thanks @Shaun Pinney I guessed as much I have done this now and we are migrated to the new integrated Incident Management UI now. thanks 

[Dan W]

We did this in our sandbox to find out what was changing.  We noticed that it created the new migrated OpsGenie teams in production when we did this.  When we perform the integration steps in production, will it reuse the new teams or are we going to have duplicate teams?

[Shaun Pinney]

Great to hear that @Helen C And please leave your questions here as you get going. Also we're hosting an AMA on all things incident management on Aug 8th, you can register here 

[Sue Lund]

We have already been using Opsgenie for alerts, but plan to utilize on call schedules too.  How can I export a list of teams and team members for review?

[Martin Böhme]

I received an "Notice: automated project in your JSM instance" e-mail today. But I manage over 10 JSM sites (and orgs). Could you please specify which one this is about?

[Erica Larson]

OpsGenie UI currently has a lot of helpful pre-built analytics/reports features.  You mention that integration with Atlassian Analytics will improve but what about those of us not on Cloud Enterprise.  Where we will we find these features with this change?  

[Yatish Madhav]

Thanks @Shaun Pinney  - just to understand this a bit better is the aim to deprecate/decommission Opsgenie?

I am wondering as we have used it in the past and now only a select bunch of users use a part of OpsGenie and moving it in to JSM is better and more streamlined AND it helps with user provisioning and auditing.

Overall, I think this is a great step in the right direction but that is only becasue I personally dont user Opsgenie much BUT am a fan of consolidation, clean up and optimising work flows and systems UIs

Please let me know? Thank you

[Ken Young]

This is possibly not the correct channel for this question, but is there a way to add a hyperlink in an alert's description or extra properties field(s)?   When adding new alerts via the API, URL's are not clickable.

Thank you 

[Erica Larson]

Tested the update in our sandbox.  Noticed that Incidents move over with out a resolution so they still show as an Open Incident in the JSM project that is created.  Are you working on fixing that?

[Inal Tshovrebov]

1. We are not ready to move from our OG to JSM.

• How can we request an extension? 
• Where can I find information about hard cutover timelines? 

2. We have two instances in Atlassian. How can we ensure that we will be moving to the correct instance? The email I have received regarding the move specifies the wrong instance where we do not want these features enabled or migrated.

3. Could I have dedicated support/rep to guide us during the future migration for our Org? If so, what is the process or contacting/obtaining one?  

[Harrison Ponce]

@Shaun Pinney I'm not seeing the option to move to the new Jira experience for this. IT says coming soon, but all the announcement said it would've been rolled out by end of June 2024.

I do recall seeing a button for it a few weeks ago, but not anymore.

Did something change?

[Andrey Kiyanovskiy]

Hi @Shaun Pinney In the original OG, I could filter services by its name or an attribute. In the new Services list inside an JSM project, I can't even search. I know I can search in Assets, but it'd be better to improve the project based UI. Are you planning to fix that? 

[Gerard McHale]

Is there any impact @Shaun Pinney if we don't currently use OpsGenie?

[Shaun Pinney]

@Ken Young Hi, good idea. We have captured this as a suggestion and added to our short term backlog. You can follow the ticket here for more details on the timelines - JSDCLOUD-13757

[Bimal Jayadev]

@Erica Larson Hey Erica, Can you please share some more details around this issue you are facing? We are mapping JSM status and Opsgenie status when we are migrating Incidents. Are you saying resolved incidents are migrated as Open ones ? 

[Erica Larson]

@Bimal Jayadev - Thanks for the reply.  The statuses do come over correctly but resolution field is how Jira determines closed/resolved for most standard reporting, including the resolved date.  The incidents migrated come over with the resolution field empty so show as open.