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.
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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.
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.
Shaun Pinney
Product Marketing Manager, Jira Service Management
Atlassian
Massachusetts
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