Resolve incidents faster in Jira Service Management - UI update!

[Tyler Stephens]

I noticed that the linked issue is only available via the non-standard Linked Issue section within the sidebar for Incidents. Having the same linked issue section available within Incidents would eliminate potential confusion for users.

[Sapozhnikov Oleksandr]

@Shaun Pinney  Hello! How to add On-call schedules in Compass component if I disable OpsGenie and want to use On-Calls from operation team?
I trying to add link like this: https://sitename.atlassian.net/jira/ops/teams/2ac472e0-xxxx-470a-xxx-8dc2dba02e46/on-call, but this do not works for me.

[Piyush Bhandari]

Hi @Shaun Pinney 

I don't see the merge option in my site. Can you please advise what are the next best steps? We are in the middle of migration and the merge button is not visible as it did previously under Product -> Operations -> Shift Opsgenie 

Please help. Related ticket https://support.atlassian.com/requests/CES-50456/

[Erica Larson]

EDIT: I found the setting in the Jira mobile app itself with much better configuration options on which alerts should override DND.  

Mobile app feedback/question:  I don't see the Critical Alerts override Focus/Mute option for the Jira mobile app.  This toggle allows "Critical alerts appear on the Lock Screen and play a sound even if a Focus is on or iPhone is muted."

Current experience in Opsgenie Apple App:

1. Navigate to Settings Application
2. Scroll down and click on Opsgenie app from application list
3. Click on Notifications
4. See "Always deliver immediately" section

This is a critical feature to have access to so user don't miss alerts.  

[Michael Peterson]

Hi Shaun, the docs on what happens when you move from Opsgenie to JSM says that an Opsgenie admin will need to be made a JSM Product Admin, but how do you do that? Does that role even exist? I am org admin and under my JSM access I can only assign customer, user, useradmin access and stakeholder roles to myself. So how do you assign JSM Product Admin role?

[Symeon Brown]

Its September 2024 and my cloud instance still says "The streamlined incident management UI is coming soon." Is this not fully rolled out?

[jesse_raposa]

Getting the issue as Simon. In August I had the option to migrate from Opsgenie to JSM, now when I went to implement the change I get this below. Has the migration tool been un-published for some reason? 

[David Gallo]

@Shaun Pinney I have received the "Action required: Complete the move to the new incident UI in Jira Service Management" email. When I click on the 'click here to get started' I see the following message. How do I move to the new streamlined incident experience? 

[Shaun Pinney]

@Symeon Brown There are a couple of cases where it is not rolled out yet. If you use global escalations or schedules, or if you use the Opsgenie Teams API - both of these are planned to be live by end of Nov. 

@David Gallo @jesse_raposa Thanks for reaching out, we ran into an error in the transition tooling over the weekend, so we had to temporarily take down the move page (which is the page you show in your screenshot and is referenced in the email you mentioned) The good news is that we have fixed the issue and the move page will be back up by Noon ET on Sep 10th. Take a look again after that point and you should be able to get started with the move of your ops work into JSM. Sorry for the confusion.

[David Gallo]

Thanks, it worked

[jesse_raposa]

Thanks @Shaun Pinney , looks like it's back 

[Bimal Jayadev]

@Erica Larson Hey Erica, I checked on your query regarding mapping resolution status. From what I could find, resolution field is only present in Jira and not OG. Hence, there was no mapping to be done. I understand your concern with the field showing 'Unresolved', did you explore any automation to update the field ? 

[Alex Cerier]

@Shaun Pinney Hi, thanks for the clarification on the Teams API availability in November.  Is there any guidance on when the Opsgenie Policy API (for both alert & notification policies in teams and Global) will be available in JSM?  

[Alex Cerier]

Would it be reasonable / possible to get a list of Opsgenie functionality that:

1. Is present in Opsgenie today 
2. Is intended or planned to be carried over to JSM Operations,
3. Is not available in JSM Operations today

Or is this information already published / made available to me, and I'm not looking in the right spots? 

[Shaun Pinney]

Hi @Alex Cerier I suggest reading this page and it's child pages before you start for an overview of what's different in JSM https://support.atlassian.com/jira-service-management-cloud/docs/set-up-operations-and-complete-your-shift-to-jira-service-management/

If you navigate to Settings > Products > Operations > Move from Opsgenie, you will see the move page which has more details and links to the helpful doc pages that answer these questions 

[Alex Cerier]

Those documents do clearly spell out what is not being carried forward to JSM Operations, and they address things that were carried forward but changed.  

But I'm reading above "If you use global escalations or schedules, or if you use the Opsgenie Teams API - both of these are planned to be live by end of Nov."  Then, it sounds like more is coming to provide Opgenie functionality in JSM Ops, including an API addition.   

We use the Opsgenie Alert and Notification Policy APIs extensively - List, Get, Update, Change Order.  We use those APIs to manage Policies in Teams and Global.  I don't see replacements in the JSM Operations API reference, and it isn't a topic that I can find in the doc, so I was wondering if we also getting this by November.  Or rather why I asked what else is scheduled to come by November, because if the Policy stuff is not included then we need to submit a feature request.

[Erica Larson]

@Bimal Jayadev - Thanks for the reply.  I could use automation (or scriptrunner). However, with that route the Resolved Date in Jira will be incorrect.  Instead of having the resolved date be last month or last year, it will be the day I run the automation.  This will cause inaccurate reporting for incidents.

[Tina Maddox]

Hello @Shaun Pinney 

Very informative post.  Thank you for the heads up!

Do you know of any testing that may have been done for teams that have previously implemented escalation policies and notifications for Opsgenie in Terraform and the affects implementing this may cause? 

With the mandatory roll-out date coming so quickly I'd like to see what we may need to do to get any adverse issues into the Sprints to mitigate our alerting systems.

[Jessica]

Hi @Shaun Pinney 

We received our notice for our Opsgenie to move to JSM - however there seems to be come confusion about the auto- migration line.

I just need clarification as to what happens when auto migration date kicks in?

There seems to be an impression that once the UI feature is ready for us to move we have until May 2025 to move over. 

However the way I am reading the notice is that we have the choice to start before our auto date - but if we don't it will happen regardless.

Thank you

[Shaun Pinney]

hi @Jessica You have it correct, let me elaborate.

Auto-enable (auto migration as you called it) is a set time where we will "turn on" the transition process for customers. All this does is it begins to copy your Opsgenie data/configurations into your JSM instance. It does not delete your Opsgenie data or stop you from using Opsgenie. It's just a way for us to speed up the process of bringing data over.

You do not need to wait for this auto-enable step. You can start as soon as you have access to the updated incident UI. and you are correct, if you don't start on your own, we will kick-off the process on your auto-enable date for you.

Every customer has unique dates and milestones they need to keep in mind and plan around. To see your dates go to: Settings > Products > Operations > Move from Opsgenie. The screen will look similar to this:

[Jessica]

Thank you @Shaun Pinney for the detailed response. I have a few follow up questions:

In the meantime,what is the user impact? I am assuming they can continue to use Opsgenie until we have completed out move and operational setup.

If the migration is auto-enabled, does it mean that JSM agents (ie. our employees) will be able to see and use the paging features in JSM immediately?

Can we control it so that we can prepare for the official launch at later date so that the new features don't cause confusion?

Or are we able to turn off the auto enabled option and turn it on later when we are ready?

Thank you again

[Tina Maddox]

Hello @Shaun Pinney 

I wanted to follow up to my previous question regarding any testing regarding a terraform setup for Opsgenie alerting and what affects this update may have. 

It seems as if this is quite a significant change and could be quite impactful to an organization's critical alerting. I'd like as much information as possible to send to our DevOps team so that they are able to evaluate the coming changes and implement any necessary changes on our end to help offset any impact.

Do you have links to any backend endpoint changes or the like where our DevOps team may have custom integrations already in place that could potentially break once this is implemented?

This is quite concerning and would be truly grateful for a response in advance.

Thank you so much,

~Tina

[Deeksha]

Hello @Tina Maddox , 

We have ensured that customers terraform configurations which rely on Opsgenie API's do not get impacted. Hence with the move, all your scripts and configurations will continue to work. 

Updating a caveat here that the terraform configurations using Opsgenie Team API's will continue to work only for migrated teams.

Our team is currently implementing a JSM terraform provider and we are expecting that to be available in the short term with exact timelines being worked out currently. Customers will then be able to utilise terraform for operation capabilities with JSM. 

In case your team uses API's outside of terraform, we recommend switch over the JSM Operation endpoints - https://developer.atlassian.com/cloud/jira/service-desk-ops/rest/v2/intro/#jira-cloud-platform-apis . 

Hope this answers your queries and if not, feel free to drop them here :) 

[Natalya Ozhigova]

Hi @Shaun Pinney 

Could you please tell me will it keep working for legacy integration opsgenie with jsm cloud? I mean will you automatically move ALL integrations, including legacy integration with JSM? 

Thanks in advance!

Natalya 

[Shaun Pinney]

Hi @Natalya Ozhigova Do you mean the auto-enroll step? If so yes, auto-enroll just "copies" your Opsgenie data/configs into your bundled JSM in the background. You can continue using your bundled Opsgenie after auto-enroll is complete. The key dates you need to plan around to complete the move are: Read Only, and Opsgenie Shutdown.

You can find your specific dates by going to: Settings > Products > Operations > Move from Opsgenie

Start by reading this page for more details https://support.atlassian.com/jira-service-management-cloud/docs/set-up-operations-and-complete-your-shift-to-jira-service-management/