Incident Command Center Setup for Major Incident Management in JSM

[ckopanon]

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.

[Arkadiusz Wroblewski]

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/