Hi everyone,
I'm looking into how to handle alert ownership in Jira Service Management Operations and trying to figure out the best pattern.
The intended configuration is the following: we want to use the native Services schema available in Assets, where each service object has a responders attribute (user or team). Alerts are coming from a monitoring system and already include information about which service is affected, so it's clear which team or owner should be assigned. When an alert comes in JSM should check which service is affected, look it up in Assets, retrieve the responders and automatically populate this information into the responders field. This assignment should happen at the alert level, not the incident level, so the right person is notified early and can then acknowledge the alert and decide whether to escalate it to an incident.
The problem is that JSM doesn't seem to support this kind of dynamic assignment in alerts. It looks like you have to define a fixed user or team in the integration.
Has anyone run into a similar issue? Curious whether you found a way to make this work or just handled alert ownership differently in your setup. Any ideas are welcome! Thanks!
