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Incident Command Center Setup for Major Incident Management in JSM

ckopanon
ckopanon
Contributor
March 30, 2026

I’m trying to understand how to configure the Incident Command Center to initiate a conference call during a Major Incident. From what I can tell, this functionality is tied to the Opsgenie integration, and it appears that our integration is already enabled. However, the available documentation has not been very helpful.

I’ve reviewed several videos that show a Command Center column within the Jira queue, including a Start Call link, but I’m unclear on how this is configured or enabled in our environment.

Ultimately, my goal is to establish a centralized communication mechanism for Major Incidents. Ideally, I would like to be able to initiate a bridge call directly from the Jira ticket and have visibility into when the next incident communication (such as an email update) is due. If the latter isn’t possible, at minimum I need the ability to create and launch a conference bridge directly from the incident ticket.

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Arkadiusz Wroblewski
Arkadiusz Wroblewski
Community Champion
March 30, 2026

Hello @ckopanon 

Just so you do not end up setting up the wrong thing: if by Incident Command Center you mean the old Opsgenie ICC, that is no longer available. ICC was retired after September 5, 2024, and the replacement direction is to use the built-in major incident flow together with chat and video tools like Slack, Microsoft Teams, or Zoom. 

https://support.atlassian.com/jira-service-management-cloud/docs/what-is-the-incident-command-center-icc/ 

https://support.atlassian.com/jira-service-management-cloud/docs/use-chat-and-video-tools-to-resolve-incidents-as-a-team/

For a practical setup today, build it around major incidents, your responder/on-call setup, and the chat/video integrations you want your team to use during an incident.

https://support.atlassian.com/jira-service-management-cloud/docs/create-a-chat-channel-from-an-incident/

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Russell Dersley
Russell Dersley
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September 5, 2026

Hi,  Nuvriqo has just launched its System alert Manager App for JSM - This might help with some of your queries.

System Alert Manager helps Jira Service Management teams send controlled P1/P2 and major incident communications directly from Jira tickets. Agents can notify client-specific contacts by email and SMS, use reusable alert templates, preview messages before sending, and keep a clear audit trail on the Jira issue. The app supports initial incident alerts, progress updates, service-restored notifications, contact management and scheduled communication tests. It is designed for teams that need a reliable, consistent way to keep customers and key stakeholders informed during critical incidents without relying on complex Jira Automation rules.

 

We dont have the bridge call capability but if you want to run a trial and see how the app works get in contact and we can look at additional development to add this as a new feature.

https://marketplace.atlassian.com/apps/2245091284/system-alert-manager-for-jira-service-management

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Rick Westbrock
Rick Westbrock
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May 8, 2026

Atlassian showed what is apparently a new JSM-native Incident Command Center at Team 26 during the "Shatter the service quo" solution keynote for Service Collection. but I haven't seen them publish anything about it yet so hopefully we will see something about it soon but in the meantime the session is available on-demand if you signed up for Team (in-person or digital).

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Mikel Whipple
Mikel Whipple
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May 11, 2026

Agreed. Glad they introduced a product but gave no insight on how to access it. 

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