It's time to streamline your operations in Jira Service Management

[#1]

Hello there Community!

You’ve probably already heard the good news that the alert, on-call and incident response features are now easier to access in Jira Service Management Cloud. We’ve reduced clicks and implemented thoughtful UI changes to make your operations work seamless.

We started moving customers to the new experience starting in March, but depending on if you were already using our Operations features you may still be waiting to transition to the new, streamlined operations experience.

Wondering when it'll be available for you? 
We’ve built a tool to help make the move of your data as easy as possible. Here’s what you need to know about that:

• We are gradually releasing the tool to different subsets of customers over the course of the next month. Almost all customers will receive access to the tool by July.

  • There is a small exception for customers who are using global escalations and global schedules. We have not extended the transition to you, as these features are not yet available but will be soon! If you are using these features and want to transition anyway, please reach out.

• Let your admins know to look out for emails and in-app banners for more context and information about the process.

• To check your timeline/move status please go to Settings--> Products--> and look at Operations under the Jira Service Management heading. You’ll see something like this:
  
  
  

Please note that the timeline shown in the above screenshot is an example, different customers have different timelines based on when they were able to start their move.

Our wizard will walk you through the transition and will tell you everything you need to know, but here are a few reminders

• This is available for Jira Service Management Cloud customers only. 

• Our transition tool does most of the work for you, but you will just have a few steps that we need you to complete to finalize the move of your data.

• A small number of integrations are legacy, and won’t be included in the new experience. Our wizard will let you know if any of the integrations you have set up are affected.

• If you need more time to move your data we can provide extensions on a case-by-case basis, just reach out.

That’s it for now, there are also some resources at the bottom of this post. Please consider joining us on August 8, 2024 for our Ask Me Anything at 2 PM ET.

Other Resources:
Announcement post: Resolve incidents faster in Jira Service Management - UI update!
Video tour of the new operations experience:
Consensus Demo Player

[Connor]

Hi @Kate Clavet I noticed something after using the new transition tool that I didn't see mentioned anywhere in Atlassian's documentation. While reviewing the transition tool guide I saw that External services was listed as a "feature left behind in Opsgenie".

My company has created many external services, so we could feed Statuspage updates into alerts and automatically create JSM incident issues when necessary. Most notable is the external services we created for every Atlassian product we use. I'm concerned that the connection between the external service and its associated Statuspage will no longer work after Opsgenie is turned off. Questions:

• After Opsgenie is turned off, will alerts continue to be created/updated for our external services when incidents are created/updated on the service's Statuspage?
• Does Atlassian plan to bring the functionality of external services into JSM?
• If the functionality of external services will not be added to JSM, does Atlassian recommend any workarounds or alternatives to replace this functionality?

[Kate Clavet]

Hi @Connor thanks for your question! At this time we don't have external services built in Jira Service Management the way they work in Opsgenie. While there are not plans to build it at this time, External Services is one of the features we're monitoring feedback on if enough customers are interested we will prioritize bringing this into Jira Service Management. 

The spirit of what you're achieving with external services in Opsgenie today can be achieved in Jira Service Management with Statuspage integration, albeit in a slightly different way. There are a few other options available as well, such as using an email integration to pipe alerts into Jira Service Management for public-facing Statuspages, or leveraging the API or webhooks. If this is something you'd like a feature request to be created for, please reach out to our Support team so they can do that for you. 

Hope this helps, 

Kate

[Wade H]

Hello @Kate Clavet I too have the need for the external services section of OpsGenie inside of Operations in JSM. I have clicked the button to start the migration so that I can get a handle on it all. We use the external services section in OpsGenie for each team and that translates into a drop down list in our customer portal on incidents. When an incident is created the service that is selected then creates the alert for the correct team in OpsGenie. Is there a way to handle that scenario in the new Operations set ip?

thanks,
-wade

[Kate Clavet]

Hi @Wade H thanks so much for your question, yes I think the way to approach this would be through automation. How are you populating the drop down list in the portal? 

Thanks! 
Kate 

[Christof Hurst]

HI @Kate Clavet , 

is there a way to trigger an alert from within the incident in JSM? I neither found a way there nor in automations. Or is it really necessary to work with webhooks in automations to achieve this?

Technical background:

• we organiced our IT-Services as assets.
• In each asset there is an attribut with the responder team
  • Unfortunately these must be maintained as manual duplicates beside the JSM- and Responder-Teams
• I now want to create an alert for the IT-Service and the mentioned team in this.

I'm wondering if it's really so complicated as I expect more from such an integration.

BR Christof

[Kate Clavet]

Hi @Christof Hurst Thanks for the question! If you're on the new streamlined UI (cloud only) that we're talking about above, you'll be able to trigger alerts from Jira Service Management Incidents using Sync. Here's a link about that: https://support.atlassian.com/jira-service-management-cloud/docs/what-is-sync/

Hope that helps! 
Kate 

[Christof Hurst]

@Kate Clavet thanks, but that's not what I understand for triggering an alert. I want the agent decide to push a button in the incident. So it's really necessary to go the workaround with webhooks. And there i also no way to fetch the correct team from the asset. 

As always every now and then a new product is aquired and published but none is working really well and integrated. Everywhere there is missing functionality. Very unsatisfying.

[Kate Clavet]

Hi @Christof Hurst thanks for explaining. 

Jira Service Management's on-call and alerting functionality automatically trigger responder alerts for the services they're responsible for with the intention of saving time during the remediation/response process. 

Since it sounds like you're looking for a way to manually do this from an incident record with a button, then yes that is correct. To manually trigger an alert from an Incident then it is necessary to use the workaround with webhooks.

I've taken the feedback above as well as the details of the use case you described and shared it with the product team, thank you. 
Kate