What are the benefits/drawbacks?
Hi @Annelise Sheehan
Welcome to the Community!
Operations in JSM is essentially the Opsgenie functionality that Atlassian baked directly into JSM after acquiring Opsgenie. It handles on-call scheduling, alert management, incident routing, and escalation policies — all natively within JSM instead of needing a separate Opsgenie subscription.
Hi @Annelise Sheehan , welcome to the Atlassian Community! In addition to the Incident Management features that @Ajay _view26_ mentioned, Change Management and Services Management also fall under the Operations category. Both of those are only available in the Premium and Enterprise plans of JSM.
Change Management is used for tracking and managing tickets often related to work being done in Jira (software/business) app, and includes a change calendar for visual tracking of deadlines, etc. You can connect tickets in JSM and Jira to keep related requests and work in sync (for example, their status changes).
The Services feature in Operations cuts across multiple aspects of your site/organization, including changes and incidents. You set up your services based on your organization. A good intro to Services is the What are Services? article and the links in it for more info and details.
Thank you for the information. The What are Services? document is helpful. I appreicate you.
Thank you for the information. I appreciate you.
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