How to create an incident out of an alert and automatically

[Imran Syed]

How to create an incident out of an alert and automatically ?

The idea is to send email to the stakeholders by overwriting all internal alert details by simply a one-liner.

I am trying to achieve this but can't get to the bottom of this.

[VENKATESWARLU KURUVA]

Hi @Imran Syed ,

To create an incident from an alert and auto-notify stakeholders in JSM:

1. Auto-create incident from alert:

Go to Settings → Alerts → Alert rules → Create incident

Set conditions (e.g., priority = P1/P2, specific alert tags)

Enable "Automatically create incident when alert matches"

2. Auto-notify stakeholders with a one-liner (overriding internal details):

Use Incident notification rules — go to Project Settings → Notifications → Incident notifications

Create a custom notification template with a clean, stakeholder-friendly message instead of raw alert details

Alternatively, use Automation for Jira:

Trigger: Incident created

Action: Send email

To: Stakeholder group/distribution list

Body: Your one-liner summary (use {{issue.summary}} or hardcode a clean message)

3. Cleanest approach — Automation rule:

Trigger: Alert creates incident
Condition: Priority = P1/P2
Action: Send email → stakeholders@company.com
Subject: "Incident: {{issue.summary}}"
Body: "We are aware of an issue and actively working on resolution. Updates to follow."

Hello @Manef Rachdi , great start

[Manef Rachdi]

hi @Imran Syed split this into two parts and it gets much easier.

1.For the incident, set up an alert rule with the "When an alert is created → Create an incident" template, and add conditions so only the alerts you care about trigger it.

2.For the stakeholder email, the trick is that stakeholder notifications are separate from responder ones and use their own template. So don't map the alert description into it. Just write your own one-liner in the stakeholder template. Responders still see the full detail, stakeholders only get your summary. Trigger that on incident creation and it goes out automatically.