December launch: 4 new IT Ops features in Jira Service Management

[#1]

Hi, Community!

We announced the streamlined incident UI in May, which brings alert, on-call, and incident response features into Jira Service Management. Since the launch, we have been gathering your feedback on the additional features and functionality required to complete the move without disrupting your existing operations workflows. We have four product updates launching in December that were prioritized based on your feedback — learn more about each one below.

Operations Global Admin Role

Thanks to your feedback, Opsgenie admins will now automatically be granted admin privileges for operations work only, without making them a Jira product admin. Previously, an admin had to manually assign a role to each Opsgenie admin in Jira Service Management, which also gave Opsgenie admins Jira admin-level access.

AI-powered alert list view

Alert groups, powered by Atlassian Intelligence, identifies patterns among incoming alerts to correlate and group them based on similarities within the existing alerts view dashboard so responders can focus on the highest-priority items. This AI Ops features, which is the first of many, will be available to all Jira Service Management Premium and Enterprise customers starting today.

Global on-call schedules & escalations

This enhancement enables admins to associate on-call schedules and escalations at a site level in Jira Service Management, which allows adding responders to a schedule or escalation from multiple teams. Previously, schedules and escalation policies had to be mapped to a team and any customer who had site-level on-call schedules and escalations in their bundled Opsgenie was blocked from moving their operations work into Jira Service Management. Once available in December, customers with global on-call schedules and escalations will also gain access to the streamlined incident UI in Jira Service Management.

Terraform

We’re releasing the Atlassian Operations Provider, which will replace the existing Opsgenie Terraform provider in Jira Service Management. This new provider will allow you to create and manage the following resources with Terraform:

• Teams (with or without members)

• Users (without User Contact API and read actions only)

• API and Email Based Integrations

• Escalations

• Schedules

• Schedule Rotations

Resources

• Terraform product documentation 
• Terraform Provider repository in GitHub

Questions about these features? Join the conversation by leaving a comment below. We want to hear how you’re planning (and completing) the move from Opsgenie to Jira Service Management, and we’re here to help!

[Dan W]

Do you have dates for each rollout or will we get them in our scheduled release track?  

[Shaun Pinney]

Hi @Dan W

Ops admin role began rolling out to 100% of JSM cloud instances today, 12/3. And for the other updates the best way to stay up to date on launch dates is to follow the release notes page, which lives here: https://confluence.atlassian.com/cloud/blog

[Erica Larson]

When trying to downgrade a user from Operations Admin to a user, I received an error message that it needed to be done through Atlassian Admin.  This goes against the documentation provided and I also was unable to find a place to make this change.  Workaround using Opsgenie UI was my only solution.  I've submitted a ticket through Atlassian Support but wanted to share here as well.  When I have an update from Support, I will share here.

[Matt Lane]

Hi @Shaun Pinney and team,

We have recently completed the Operations activation/move from Opsgenie in JSM.

Are there any new updates to share about the solution for allowing Operations Global Admin Role people to easily access the Alert notification details (contact info) of Operations users?

Just like the global 'Admin' role people in Opsgenie have always been able to view any Users notification contact details, e.g. to quickly lookup their Mobile Number in an emergency.

We tried another workaround, e.g. having a Site-Admin in our Jira instance attempt to login as one of these Users from Atlassian Administration, and then try to view the persons contact info from their Profile | Personal Settings | Notification Settings | Alerts ...     but this page failed to show the contact details of the person they logged in as. It would only show the Site-Admin their own contact details unfortunately.

So with that workaround idea/attempt not proving fruitful. Still looking for a solution on this, so we can do what we do in Opsgenie now when we need to, after our Opsgenie site eventually is shutdown. It was a topic of discussion on the AMA back in August '24 from memory.

Thanks for the new 'Operations Global Admin Role' team, much appreciated! Cheers