Migration of Ops Genie

Hussein Abdul Hussein

Hello,

Currently, our support teams use Opsgenie primarily as an alerting tool to reach developers outside of business hours. Staff type a command into a Slack channel, and the alert is sent to the relevant user based on the teams, schedules, and escalation rules configured in Opsgenie.

We also have a Jira Service Management (JSM) portal, but this is used only for regular support ticketing. We do not currently use it for escalations; Opsgenie is treated as a separate escalation tool.

I have two questions:

1. If we transition from Opsgenie to JSM, will the setup and day-to-day process be the same? For example, can developers set up their own teams, rosters, and on-call schedules in JSM in a similar way to Opsgenie? Then, if an escalation is required, can staff still type a command in a Slack channel to trigger an alert to the relevant on-call user?
2. What would the equivalent cost be in JSM for our current 65-user subscription? From what I have read, there may be a significant cost increase. Our managers are therefore reviewing alternatives that provide similar functionality to what we currently use Opsgenie for.

We are not necessarily looking for additional features. Our main priority is understanding whether the existing alerting, on-call, and Slack escalation workflow can be retained, and what additional value JSM would provide if the cost is substantially higher.

Best regards,

Matthew Sinclair

1: Operations lives in its own sub panel in JSM - its not bound to a single space. So there's that. Technically you don't necessarily have to use JSM for its use. In terms of function - you will need to translate a few integrations

• Jira/JSM connectors are its own thing - "Sync" - not an integration
• If you employ the phone# system that Atlassian offered for free - this is no longer available - you'll need to port to Twilio or something similar.

2: For every Opsgenie "user" / "Admin" - you will need to grant them a JSM Agent License/seat in order to continue use. You will also need to be prepared to see your opsgenie teams become "Atlassian Teams" - the migration tool "Should" help - but it may be a bit tedious to deal with. Check your permissions/roles as you do this. So upside - no more app to pay for on top of what you got - downside - you need to have enough JSM seats - if you do - you end up saving money basically provided you have the room. If you don't - you'll need to contact your Account manager to see what they can do for you.

The feature set is roughly 75-80% the same - the major change is they basically nudge you "hard" into JSM's world in terms of incident handling - but you technically can skip that part.

There's also new features rolling out

• Incident command console (JSM)
• Post Incidnet Review tools (JSM)

With Teamwork Graph and Rovo - things are looking very bright. You may want to reconsider your use of JSM for ticket handling.

Hopefully this will help you make decisions.

https://support.atlassian.com/jira-service-management-cloud/docs/start-shifting-from-opsgenie-to-jira-service-management/

Feel free to ask more questions - we went through this migration - with minor irritation.

EDIT: Forgot to mention

If you use the "OpsGenie" app - its dead when you migrate.
You will need to move to the "Jira Mobile" app if you employ such features similar to the previous app.

EDIT2: You may have to augment/update automations as Operations uses different terms/names vs OpsGenie.