new Jira SM and create incident management workflow with 3rd party applications.

Question

Hi,

I am curious what others have done or if I could get Atlassian's experts' advice on trying to make my set up as efficient as possible. Others are able to chip in their set ups and how their 3rd party apps talk to each other.

Currently, we have:

* Jira Software
* Jira SM
* Incident.io.
* Site24x7
* PagerDuty.

There are integrations between all of these but I want to make them work together or simplify the process without causing too much disruption.

What thoughts do people have in your own environments? Have you made multiple apps integrate well and work? Or do you have ideas on how to approach the problem?

Dave _ Phoenix Incidents · Answer

I know it's been a little while since the original post, but thought I'd share anyway that what I’ve seen cause the most friction in setups like this isn’t missing integrations, but incident status and ownership being represented in several places at once.

When comms, incident tracking, and follow-up live in different tools, someone always ends up stitching together the real state by hand (this can be an issue both during incidents and during the review).
IMO, one pattern I've seen work well is making sure incidents live alongside the rest of the team’s operational work — stories, bugs, and follow-up actions — instead of multiple places. When incidents share the same place as normal work:

* Engineers don’t have to context-switch during response
* Ownership and status are immediately clear
* Post-incident action items live in the same place as regular stories & bugs
* Reporting and learning are more consistent

This may not mean reducing tools, but it does mean being explicit about which system owns incident status and follow-ups. Some are obvious single points of ownership like site24x7/you-APM that detect and pagerduty handles escalation--and IMO, one place that reflects the real state of the incident so teams aren’t reconciling it during or post incident.

You didn't mention what chat/other tools your team uses to coordinate solving incidents and communicating status to stakeholders - that is also a key tool to pay attention for incident management. Chatops is a bit of a buzzwords, but a few simple things can make huge difference in transparency to stakeholders (think customer-facing teams needing to know what's going on, etc).

josh.sung · Answer

Thanks jeroen, although, I first wish to attempt this all without another 3rd party tool, especially since I know they all have jira integration of some sort.

Jeroen Poismans · Answer

Hi there and welcome to the Community!

Quite a broad question but I can give you one possible way to make these work together, depends on your needs of course.

Have a look at Adaptavist Scriptrunner Connect (I do not work for Adaptavist):
https://www.scriptrunnerhq.com/atlassian-apps/jira/scriptrunner-connect

Their platform has managed API's (connectors) for everything Atlassian related (and some non-atlassian products) and offers a platform to talk to everything with an API with a generic connector.

Basically you set up connections to all your third party apps and write logic how a trigger in 1 app should do something in any or multiple of the other connected apps.

Have a look!