You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
TL;DR In December '21 we announced changes to the incident management workflow for all Jira Service Management Cloud customers, since then we have heard from many of you that these changes negatively impacted your incident workflows. In this post, we outline what happened, and the steps we are taking to correct the issues.
In December we announced major changes to the incident management workflow for all Jira Service Management Cloud customers. These updates represent a major step towards combining all incident management capabilities in Jira Service Management.
The goal of this project is seamless end-to-end incident management, with 100% of the features and functionality found in Opsgenie carried over to Jira Service Management and available to incidents of all types.
In Dec we added a “major incident” toggle to the incident details screen, when toggled to the on position the incident becomes a major incident in Jira Service Management. Previously, to create a Major Incident, you clicked “Create Major Incident” which would link you to Opsgenie where the corresponding Major Incident would be created.
We also announced other Opsgenie features are now available in Jira Service Management including Slack integration, update internal stakeholders, incident investigation view, create incident conference call, and Post-Incident Reviews (PIRs).
At the same time, we removed the Opsgenie UI, links, and the “Create major incident” button in Jira Service Management.
We have received feedback from many of you that the removal of the Opsgenie UI and links has either broken your incident management workflow or made it difficult to manage your incident response.
For this, we are sorry.
Looking back, we were excited and focused on the features and functionality that were being added to Jira Service Management, but we did a bad job of communicating what was being removed.
Because of the changes we made, it became challenging to navigate between Jira Service Management and Opsgenie to complete common incident workflows that many of you have been using for a long time.
So what steps are we taking today to start fixing this issue?
First, we’re adding an “Opsgenie incidents” link back into Jira Service Management that takes you directly to your open Opsgenie incidents. You will see this link become available in your instance within the next two weeks. This restores a clear path from Jira Service Management to Opsgenie for customers who want to create incidents in Opsgenie. Here’s what it will look like.
It’s important to note that all of the incident features we added to Jira Service Management in our Dec '21 release (Slack integration, update internal stakeholders, incident investigation view, create incident conference call, and Post-Incident Reviews (PIRs)) are available for any incident in Jira Service Management, not just major incidents.
Second, we're going to do a better job of explaining the context of our product changes via in-app messages that link to updated documentation, the screenshots below show the updated tooltips and links that we are including.
If you haven't turned on the major incident toggle in Project settings yet, you’ll see this notification on the bottom left-hand side of the screen with instructions on how to add it to your instance.
To add the major incident toggle navigate to Project Settings > Incident management, on this screen we also added a link back to Opsgenie for those customers who prefer to create incidents there.
Once it's turned on in settings, you will see a major incident toggle on the incident details screen in Jira Service Management. When toggled to the on position any incident in Jira Service Management becomes a major incident. Note that major incidents in Jira Service Management do not sync to Opsgenie.
In Opsgenie when you click “create incident” we now provide a link back to Jira Service Management for customers who prefer to create incidents there.
Today's update adds helpful links and in-product context about incidents but there is plenty more to come and our team is hard at work on it. Our goal remains the same, deliver seamless end-to-end incident management, with 100% of the features and functionality found in Opsgenie available in Jira Service Management to incidents of all types.
Please let us know of any questions you have in the comments below, and thank you for being a Jira Service Management customer.