Automation: Assigning responder team to an alert based on alert metadata

Question

We've recently added JIRA Service Management to manage alerts from our customer facing applications. I'm hoping to automate the assignment of a responder team when an alert is created based on a custom field (or metadata), but can't seem to find the right building blocks in the Automation module. We're currently running JSM Standard. Is there an easy to do this? Or is Premium required?

Christopher Robinson_egu4hm · Answer

Okay thanks. Yes I've been experimenting with lots of ways to achieve the goal and it kind of boils down to two options:

1. Do I configure, for example, Prometheus Alert Manager to be "product" specific and have it send alerts to a dedicated integration endpoint in JSM linked to that product's team or...

2. Do I have Prometheus Alert Manager send all alerts to a single JSM integration and use Atlassian automation to parse the alerts out to the product teams using responder

As I look at Compass, a simple option may be to make each team "owner" of a capability in compass and use namespace tags or labels on the incoming alerts to specify some rule. But I can see this may require a premium license to get more advanced alert config in Atlassian. We're running on Jira and Confluence Premium, but I believe just standard JSM.

Christopher Yen · Answer

Hi @Christopher Robinson welcome to the community! This is for the Team > Operations part of JSM right? I'm still new to the OpsGenie merge part of JSM but from what I can tell it seems they designed it to have the routing happen prior to the alert reaching the team. Within the Operations / Team it seems like you can only escalate it to another team based on time if not acknowledged. (I may be wrong so if anyone knows better please chime in)

If the customer facing app creates an issue in a JSM Service Desk first though you can route using automation rules based on a field value and then also create an action to make a call or email to the responder team using either the API or email integration part of Operations.