Resolve incidents faster in Jira Service Management - UI update!

[Jeremy Stewart]

Couple of questions around timing of the auto-enroll step:

1. Can we disable parts of OpsGenie from being moved over during auto-enroll or turn off auto-enroll all together? We want JSM feature to be there but only use OpsGenie as a reference point to add configurations as needed otherwise I see this getting really messy.
   1. Basically we would like to avoid duplicate resources being made that confuses people. For instance OpsTeam1 already exists in Jira, OpsTeam1 also exists in OpsGenie and the end result that we seen during testing is that Jira will wind up with 2 Teams names OpsTeam1 which is not ideal. Is there a preferred way to merge Teams with the same name in Jira and OpsGenie?
2. Will this result in duplicate alerts and notifications when the auto-enroll happens? These things will be defined in OG and JSM at the same time for the same people so obviously want to avoid lots of spam.

[Reinhard Kiesswetter]

Hi @Shaun Pinney 
How will this affect the mobile app for Opsgenie, is this moved to the Jira App? Most of our on-call agents use the mobile App to acknowledge an alert.

[Shaun Pinney]

@Reinhard Kiesswetter Yes, you will move to the Jira mobile app. Just like on the desktop, we have moved all ops features from the Opsgenie mobile app into the Jira mobile app. Your agents will download the Jira app and continue to acknowledge alerts and do their work from the Jira app going forward. This article explains more of the setup process Admins and agents should follow https://support.atlassian.com/jira-service-management-cloud/docs/set-up-operations-and-complete-your-shift-to-jira-service-management/ 

[Deeksha]

Hi @Jeremy Stewart , 

1. It is not possible to move certain features as all opsgenie features based on your plan will be synced with Jira Service Management. 

• To answer your problem of duplicate teams, all your opsgenie teams that have been moved over will have the opsgenie logo, so that you can identify which is your operations enabled team ( see example below of how teams moved from opsgenie will be highlighted with a logo)

2. This will not lead to duplicate alerts or notifications. You will see all configurations and data is synced , we are not duplicating anything.

Hence you get an alert(which can be seen in both products) -> notification is sent for that alert depending on responder rules set up. 

You acknowledge the alert from Jira Service Management , it shows acknowledged in opsgenie and also the responders get 1 notification for this action if set up or vice versa. Hope this helps! 

[Bart Scheltinga]

Hi @Shaun Pinney not sure if this questions is already asked, but we have a lot of Opsgenie teams, is there a way to migrate them to Ops teams in JSM?

[Deeksha]

Hi @Bart Scheltinga , 

The tool automatically moves all your opsgenie teams and its configurations into operations enabled atlassian teams in Jira Service Management. 

[Tina Maddox]

Thank you @Deeksha I appreciate your response! I'll take the information back to our team!

[Michael]

@Shaun Pinney We’ve noticed that the new Jira app no longer includes a Zoom link option on incident requests. This prevents stakeholders and on-call team members from easily joining Zoom calls when alerted away from their laptops. The only workaround is to switch to desktop mode in a mobile browser, manually copying the URL from SMS or email alerts, which causes confusion for those who already have the app installed. Any fix planned ?? 

[Himanshi Gaba]

Hi @Michael

The Conference Calls and Chat Tools features for Incident Management have recently been moved to the Premium and Enterprise plans. If you're on the Free or Standard plan, you might not have access to these features. You can upgrade your plan to take advantage of all the advanced capabilities it offers.

[Michael]

@Himanshi Gaba On the Enterprise license of JSM, there's an issue where the Zoom link is missing from the issue view in the app. When accessing the issue via a URL on a phone, it defaults to opening in the app. However, when opened through the app, the Zoom link is not visible. This functionality was present in the previous version of the app before the update. It's puzzling how this oversight occurred on Atlassian's part.

[Shaun Pinney]

hi, all, I wanted to make everyone aware of a few launches coming in December that close feature gaps in the streamlined incident UI, read more about them here https://community.atlassian.com/t5/Jira-Service-Management-articles/December-launch-4-new-IT-Ops-features-in-Jira-Service-Management/ba-p/2867947

[Aaron Jorgensen]

Opsgenie was a more centralized approach and easy for teams to go to and navigate. We are cross functional and the UI for JSM Ops is extremely convoulated it feels.  Is there or will there be a centralized landing page? Currently things are so nested it is not user friendly

[Kaushik Mitra]

Thanks a lot for your feedback @Aaron Jorgensen  . We recommend the Your Work page or the Teams page to be the central point for you to kickstart Ops. In addition to the above entry points, we are also working on improving our navigation flows on JSM (Currently in EAP), which will enable you to go through the flow more smoothly with all Operations related aspects under a single menu in the navigation. We expect this to be live soon as well, which we hope will further improve your experience.

Having said that, we are always looking for opportunities to improve, and so looking forward to any additional inputs and few more specifics around the JSM Ops UI being convoluted.

[Simon Strandvold]

Is this still not rolled out to all Jira Cloud users using Service Management? I can not seem to access it via this instruction: Create an on-call schedule | Jira Service Management Cloud | Atlassian Support

Note: We do not use OpsGenie, and never have, so migrating is not necessary. 

[Tyler Cassar]

Easiest way to do so is manually @Frank

I had Opsgenie fail the migration and have to redo everything manually a few months back.