How to handle a global incident and share the follow up with a whole team ?

Question

Hi there,

We are using Jira SM since a few weeks and I was wondering how to handle a particular usecase : 
If someone raises a ticket which affect the whole compagny, for example a server being down. How can we make the follow up of the resolution visible for everyone or a group of persons ?

Is it possible to make the ticket visible to everyone in the portal view, can we tag everyone in the comment of the ticket ?
What are the recommandations of this usecase ?

Thanks in advance

Walter Buggenhout · Answer

Hi @Charly CHHUN and welcome to the Community!

The way Atlassian and many other companies do this, is through StatusPage. This is an Atlassian acquisition from a couple of years ago which runs outside of your own systems (which is particularly useful if those systems are down) and allow you to both push communications as well lets people subscribe to notifications themselves.

Apart from that, it is also useful to use JSM's announcement banner to publish known issues. That can help if people use your portal to create tickets if they bump into an ongoing incident.

Hope this helps!

Igor Medeiros - Modus Create · Answer

Hi @Charly CHHUN

Not sure if you are open to use 3rd party apps to solve this, however, I'd like to invite you to check out our app:

Notification Assistant for Jira

It allows to create fully customizable notifications based on filters (priority, field values, specific triggers, etc.) and set recipients accordingly.

Feel free to reach out.

Victor Law - Ricksoft · Answer

Hi @Charly CHHUN

Welcome to the community.

Perhaps you can consider automating the Post-Incidents Review task creation that adds the specific user group or project role to the Jira issue as a Watcher or notifying the users via email.

* https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-email
* https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Manage-watchers

Thank you.