Resolve incidents faster in Jira Service Management - UI update!

[#1]

Hello, Community!

I’m happy to report that the alert, on-call, and incident response features are now easier to access than ever before in Jira Service Management Cloud. Thanks to reducing clicks and thoughtful UI changes all operations work can be done seamlessly in Jira Service Management, so your teams can promptly address, investigate, and resolve alerts and incidents more efficiently.

Watch our incident AMA on-demand!

https://atlassian.zoom.us/rec/share/dxT4uqcHjaGe-vK4YkU4wxPIz3gWDbUfteBdGIO-R-uN9j2XM9sFqdU_08yhAiB6.3yXJ4RhV7ijEgViZ
Passcode: v67K8&Y0

See the new UI in action - watch a video tour

All Operations work in one location

Your Jira Service Management Teams page is the central hub for all operations work and configurations. This is where you’ll assign a role in Jira to each operations team member; making it easier for them to connect and collaborate with anyone on an Atlassian team.

From the Your Work tab you can see all of your operations work including on-call schedules, alerts, and any issues or projects you’re working on.

Never miss a critical alert

Team admins have full control to create on-call schedules, routing rules, and escalation policies at the team level, handling each alert differently based on its source and payload.

If you've already set up integrations in your bundled Opsgenie account, we'll transfer them to Jira Service Management for you. If you're starting for the first time leverage hundreds of out-of-the-box integrations with monitoring, logging, ticketing, and chat tools.

Alerts are accessible via your team page. Responders have full control to create alert filters and save searches, ensuring that critical alerts are always prioritized for immediate action directly from Jira Service Management.

Alert and notification policies provide even more granular control and help define, modify, and manage alerts effectively at team and global levels. For example, modify the content of an alert, or set criteria to de-duplicate alerts and further cut down on alert fatigue.

Keep alerts, issues, and requests in sync

Sync is a new feature that provides control over keeping alerts, issues, and requests synchronized. Create workflows to define the conditions under which issues and requests are generated in response to an alert, so alerts, issues, and requests are created only when necessary.

Automate incident response

With all operations work at their fingertips, admins can leverage Atlassian automation to automate incident workflows, including control of how and when an alert creates an incident. Additionally, the Atlassian automation library includes pre-built automation templates to help operations teams streamline their incident response workflows.

Accelerate decision-making with custom ops reporting

Ops reporting is now more flexible and powered by Atlassian Analytics. Create highly customized reports that deliver valuable insights for your team. For example, gain insights into your team's operational efficiency by analyzing the volume of alerts, and mean-time-to-resolve. Or zoom out and look at the larger picture by reviewing monthly overview analytics that visualize alert distribution and response trends over time.

Access to the streamlined incident UI has started rolling out to new and existing Jira Service Management Cloud customers. By the end of June 2024, all cloud customers will have access.

What’s next in incident management?

Streamlining operations in Jira Service Management is only the start. We’re building innovative ways to detect, resolve, and prevent incidents from happening in the first place by making platform-level investments in Artificial Intelligence and Automation. Here’s a quick look at two enhancements coming soon to Jira Service Management Cloud.

Alert grouping

Separating the signal from the noise is crucial for prioritizing the most significant issues, but it typically requires a manual effort by on-call engineers. Alert grouping will utilize AI to identify patterns among incoming alerts and group them based on similarities, so responders can focus on the highest-priority alerts and proactively detect incidents.

Advanced automation capabilities for alert remediation

Expanded automation controls and connectors will help minimize manual intervention on repetitive alert alerts. Using these new automation capabilities, you’ll be able to build more complex flows to assess and act on common alerts and give time back to more strategic work. When an alert that meets your conditions arises, you’ll be able to automatically gather related data from 3rd-party tools, and usher it through next steps based on your pre-defined criteria—whether that means closing it out, or creating an incident.

Resources and next steps

• Watch the incident Ask Me Anything (AMA) on-demand

• See the new UI in action - watch a video tour

[Jimi Wikman]

Any chance you can request to have this rolled out to a specific instance?

We are preparing to move over to cloud and having this asap would help a lot with how we define our Incident process.

...and it looks amazing, btw :)

[Shaun Pinney]

Hi @Jimi Wikman Thanks for the feedback! Yes, do you have a JSM cloud instance already that you want to start doing incident management work in? if it's brand new - it already has the streamlined incident UI built in and you can get started right away. 

You can also email me spinney at atlassian.com and we can dive into the details of your specific situation in more depth. 

[Sapozhnikov Oleksandr]

Hello! How we can request access for this?) Looks fine!

[Blake Ianni]

Some of these features seem to overlap with Opsgenie, which we're already utilizing. How will this UI change interact with opsgenie for incident management?

[Andrew Fernando]

Can we add this to our sandbox environment for testing without adding to PROD?

[Steve Krawcke]

Awesome it keeps my existing OpsGenie settings. 

[Steve Krawcke]

@Blake Ianni I was wondering the same so  I reread the post and found this 

---

If you've already set up integrations in your bundled Opsgenie account, we'll transfer them to Jira Service Management for you. If you're starting for the first time leverage hundreds of out-of-the-box integrations with monitoring, logging, ticketing, and chat tools.

---

Looks to be a UI change for the same thing. 

What I am wondering is the APP will that function as is does now?

[Ken Young]

A couple of questions (probably for @Shaun Pinney )

1. If an Incident is created by Automation, can/will the sync feature then support the closing of the Alert if the incident is closed?  If not, how do you link the two
2. Currently Alerts don't reflect the Service field in OpsGenie.  Has this changed with this upgrade in any way?  
3. We also utilize Compass, so how does these Operations feature link to Compass?  Do Compass components and JSM Services have a way to be integrated?

Thx

[Shaun Pinney]

@Sapozhnikov Oleksandr What is your instance name? I can check if you have access already or not. 

@Andrew Fernando The streamlined incident UI is available to all customers (prod or sandbox) that do not have OG teams setup. What is the instance name of your sandbox? I can check it.

@Blake Ianni Just want to clarify, are you using Opsgenie as part of your Jira Service Management instance? or do you own standalone Opsgenie? If it's the former, we're building a tool that will help you move all data and configs from Opsgenie into JSM - that tooling will be ready for you by the end of July. Send me your instance name and I can confirm if you have access or not. 

@Steve Krawcke Do you mean the Opsgenie app? This update applies to desktop and mobile. You'll have all of Opsgenie in the Jira mobile app. When you get access to move over the mobile app will also guide you to make the move and dowload the Jira mobile app.

[Tyler Krzanowski]

Would there be an option to turn the update on in our sandbox environment so we can play around with it and test it out?  This way we are not blindsided when the change happens in the live production environment.  We would like to look through it, have some agents walk through it, and create some documentation so that when it does go live, we will not have agents confused about what/where everything is.  

[Andrew Fernando]

Thanks @Shaun Pinney  - Was trying to see if I can share the sandbox instance info without posting on this thread, I dont think I can. hopefully the one time link will work :)

https://1ty.me/Kb9ca 

[Connor]

@Tyler Krzanowski I just tested in my JSM sandbox and this update was available for me to use. I had not setup any Opsgenie teams within the sandbox though which sounds like that might be a requirement. See Shaun's comment just before yours:

The streamlined incident UI is available to all customers (prod or sandbox) that do not have OG teams setup.

[Nancy Freeman]

We are also already utilizing Opsgenie as part of our JSM Cloud subscription.  We have done extensive work with Terraform to provision teams, escalations and policies into Opsgenie.  Will the new UI effect my Opsgenie - Terraform provisioning? 

[Blake Ianni]

@Shaun Pinney We're using opsgenie as a feature of JSM, navigating to it through the JSM UI. We do have a sandbox as well. Here is our instance URL: https://1ty.me/2IonfEkQ

[Sapozhnikov Oleksandr]

@Shaun Pinney our instance name temabit.atlassian.net Thanks!

[Andrew Fernando]

To add regarding this feature not being available for those that use the OG Teams, I think in the past we had a test OpsGenie setup - but not anymore.

However we did start setting up "teams" in the new option, that appeared last year (I think). But I noticed that those "Teams" are synced between PROD and Sandbox.

When I go to my "Team", I dont see the operations option(s).

[Jordan English]

Also would like to know the answer to what @Nancy Freeman said.

[Markus]

@Shaun Pinney 

How do we start to test this today? We set up OG Teams but we dont even use them, would love to disable those and fasttrack us to this new release. If it possible, please let me know!

[Spencer Audet]

How does / will the interaction change for teams using standalone OpsGenie? I have seen information regarding migration with the bundled version but nothing about standalone. We are working now to migrate alerting from PagerDuty to OpsGenie, but have found incident management to be very confusing, not being sure still if we should manage our incidents in Jira or Opsgenie, trying to avoid both.

Alternatively, I am wondering if it would even be worth rebuilding our teams and services in JSM just to get the unified interface. 

We have had a lot of confusion in the different bundled vs non-bundled versions of OpsGenie, so any additional clarification that can be provided as part of comms for users of each would be greatly appreciated, in addition to any guides which can help admins design processes for incident management to take advantage of all the features Atlassian has to offer. 

[Laima Kuzmauskiene]

OpsGenie offers SMS and Voice notification capabilities. Will this new feature also have these capabilities, or will they only be available in OpsGenie?

[Shaun Pinney]

Hi everyone, I will reply back and tag you as I answer all of the great questions that have come in above.

I also want to plug that we are hosting an AMA on this very topic on May 16th, you can register for the AMA here, we will cover an overview of the new incident UI, some coming soon Incident/AI Ops features, and also explain the timeline for getting access to this new incident experience. 

[Phillip C]

This new feature seems to be a great overlap with Opsgenie - why create another feature when one exists already? Sure you've reduced some clicks, but you've just opened a new issue with confusion between Opsgenie and this new UI.

Please also ensure there will be help page(s) for customers to compare and choose between Opsgenie and the new UI for JSM.

[Rick Westbrock]

@Phillip C if I am not mistaken this is the consolidation of OpsGenie into the JSM UI. We participated in the EAP for this late last year in our sandbox tenant and access the OpsGenie functionality directly in JSM, in fact we can no longer log directly into OpsGenie. I could be wrong though since this article doesn't mention the consolidation.

[Shaun Pinney]

@Laima Kuzmauskiene Yes these features will be available in Jira Service Management as well.
Voice notifications are available from JSM premium plan onwards, whereas SMS are available from free plan onwards with a cap of 200 SMS on the free plan. You can refer to the pricing page for more details - Pricing - Jira Service Management | Atlassian 

@Spencer Audet Nothing changes for customers using standalone Opsgenie. This update is for Jira Service Management Cloud (JSM) only. We have streamlined the Operations process so now all Ops work (alert, on-call, incident response, etc) happens inside JSM. It sounds like you might also be a Jira Software customer, if that's true, this update brings additional value beyond just moving the location of the work. With all of Operations team members now part of Atlassian Teams, everyone (Dev + IT) can collaborate on issues seamlessly. Also, by moving Ops work onto the Atlassian platform we have more flexibility to use Automation rules, and build more custom reporting with Atlassian Analytics.

@Phillip C Yes, @Rick Westbrock is correct. This update brings Opsgenie into JSM 100% - previously JSM Cloud customers had to hop between Opsgenie and JSM to do their Ops work. If you are a standalone Opsgenie customer nothing changes for you with this update. Opsgenie continues to be available and supported. 

[Spencer Audet]

@Shaun Pinney Thanks for the clarification. Since these features seem to be included in the JSM Standard pricing (please correct me if I am mistaken) which we already pay for separately from OpsGenie standalone, is it possible to have the features enabled in our JSM and evaluate it in parallel / migrate manually from our Standalone OpsGenie?

We definitely want to benefit from the integration, but we separated the subscriptions because we have some dealbreaking features which got disabled in the bundled version, and we do not have the budget to upgrade our entire JSM user base to Premium.