Next level incident management in Jira Service Management

[Rudy Holtkamp]

@Ana Laura de Melo I found it via developer tools in the browser.

1. Go to Opsgenie > Settings > Subscriptions. In the URL you see https://admin.atlassian.com/s/[your opsgenie id]/billing/applications. Save your opsgenie id
2. Go to Opsgenie > Teams. In the URL you see https://[your site].app.opsgenie.com/teams/dashboard/[team id]/main. Save your Team id
3. Then find the custom field id of the Responders field (in my case customfield_10169
4. In the automation rule (or script) you can use this to update the field:

   {
     "fields": {
       "customfield_10169": [
       {
         "ari": "ari:cloud:opsgenie:[your opsgenie id]:team/[team id]",
         "name": "Team_Rudy",
         "type": "team"
       }]
     }
   }

I hope this helps.

[WasimBuden]

What does this do @Rudy Holtkamp ?

[Rudy Holtkamp]

@WasimBuden with the above you can add responders to a ticket via the REST API. In my case I use automation rules, based upon some logic, so the correct teams will be drawn to this ticket.

[Chay Shioi]

@Shaun Pinney - is there a Jira issue tracking the status of the enhanced PIR capabilities mentioned in this article at the bottom?

https://community.atlassian.com/t5/Jira-Service-Management-articles/Next-level-incident-management-in-Jira-Service-Management/ba-p/1890327#:~:text=Enhanced%20Post%2Dincident%20review%20(PIR)%20capabilities

[WasimBuden]

• To use opsgenie-based automatic paging of a team/resource, one should turn ON 'responder alerts' and 'alerts' in JSM project settings.
• Once done, whenever a ticket is assigned to a resource JSM will automatically add him as a 'responder'
• Now this resource, if scheduled during that time gets phone calls even for a P4-Low Incident.
  
  The tool shouldn’t call people at 2 AM if a P4-Low Incident is assigned to them, instead, should page resources when you have a P1-Critical outage. The issue is with JSM automatically adding responders when a ticket is assigned, how do we control this?

[Gary Blower (Clearvision)]

@WasimBuden 

Not ideal but you can turn off responder alerts and use more fine grained control of alert creation through the Opsgenie team integration:

Add the "Jira Service Management Cloud (New)" integration in your Opsgenie team settings

Make sure you set the alerts to be created on "event type = issue_updated" and are filtered by the issue priority (e.g. P1) and issue type. This will enable escalated incidents to trigger an alert.

Alternatively you can use an Jira automation to add a "major-incident" label under specific conditions and filter by label instead for more control.

Advantages

• You can control which Jira issues trigger alerts, you are also not limited to Incidents.
• The Jira issue is correctly linked to the alert.

Disadvantages

• These are not responder alerts so they are not auto closed when the incident is resolved.
• You cannot view the ACK status in Jira > Responders.
  
  

Ultimately what is needed is better control over the responder alerts themselves so that notification policies can be used on them or the setting in Jira that can filter the incident; as it currently works with Opsgenie incidents.