How to complement Jira SD with Opsgenie

Question

Hi there community!

We are currently using Jira SD to assist our internal customers, but we would like to have better notifications and a statuspage for major incidents, so we found Opsgenie. The thing is that I don't see how to work with these 2 tools for the same thing, assuming that we already do incident management with Jira SD.

Some open questions:

* How these tools complement each other?
* What are the advantage of Opsgenie over Jira SD for incident management?
* Does it worth to pay Opsgenie licences or get some Jira SD addon to handle escalations, have better notifications, etc?

Thanks

Javier

Kate Clavet-D_Amelio · Answer

Hi @Javier_Garay

Yes JSD has an escalation and notification piece as well. The thought process/benefits to integrating the two tools are the following:

If a customer reports a major incident either via a ticket, or to an agent who will create that ticket in JSD, and at the same time Opsgenie receives alerts from your monitoring tool(s) that there is an outage or degradation—that correlation can be noticed right away. This is because Opsgenie is set up to get Critical alerts from JSD, and alerts from your monitoring tools. Which means that the responders who will fix the degradation/outage/issue have immediate visibility to both. Those folks being your IT Teams.

In this use case JSD would still be the place that the issue is reported/worked/updated but there is heightened visibility due to integrating Opsgenie and JSD.

Another benefit of integrating the two tools is that Opsgenie is able to dispatch alerts via mobile push, text message, phone call, and email. Additionally, if there are stakeholders involved (who aren’t considered responders) they can also be notified using Opsgenie.

Hopefully this helps!

Kate

Javier_Garay · Answer

Hi Kate! Thanks for your answer.

1. Ok.

2. Isn't JSD capable to handle escalations and notifications as well?

For me Opsgenie is like more oriented to ops teams and internal incidents rater than customer facing issues which are handled in JSD. However, a customer could report a major incident (an outage for example) that the ops guys will be happy to know at the time, but he will report that in JSD, so we will need an integration. Is this the way how the JSD Opsgenie integration works?

Thank you.

Kate Clavet-D_Amelio · Answer

Hi @Javier_Garay this is a great question! I wanted to take this opportunity to share a video with you that talks about how Opsgenie and Jira Service Desk complement each other: https://youtu.be/Ryu1Fiyr1ZM

The two main use cases that this video covers include:

* When alerts are generated from your monitoring tools, Opsgenie can automatically create issues in Jira Service Desk.
* Likewise, when agents manually create Incidents in Jira Service Desk, Opsgenie can alert the right people and escalate until action is taken.

The Opsgenie incident management features are part of the Enterprise plan, so if you're happy with your current Incident Management Process you can try the Free, Essentials, or Standard plans :)  Hopefully this helps! Looking forward to what others have to say.