Hi all! I’m Makarand, Product Manager on the Jira Service Management Automation team, and I’m excited to share a look at some new automation features rolling out to your teams starting today.
We’re launching a set of new functionalities to help you automate your alert and issue remediation flows in Jira Service Management and build more complex rules that integrate with several IT Systems to automatically flag relevant alerts and issues, perform resolution action, and system checks, triage them based on the response data, and escalate to an incident or inform stakeholders if needed.
❗️Please note: these features are still in the early stages of rolling out to Premium and Enterprise customers and will be generally available later this month. Depending on your plan, please see the details below for information on which features will be available to your team.
Starting off, we’re releasing one of our most highly requested automation features: a delay action. With the new delay action, you’ll be able to add a break of up to 15 minutes into the middle of your automation rules, pausing progress before proceeding to the next step.
Using this new action, you can splice a timed delay between two components to modify the pacing of your rules, and give you more control over the sequencing of the steps in your workflow, like:
Pausing an automation rule to give 3rd-party tools more time to execute remediation actions
Granting buffer time for issues to update after they’re modified in upstream actions before proceeding with the rule
The new delay action will be available on Premium and Enterprise plans for both Jira Service Management and Jira Software.
As a part of this launch, we’re also rolling out two new connectors for Jira Service Management Premium and Enterprise customers (Ansible and New Relic), plus updates to some popular connectors (like AWS, Azure, and Jira Edge Connector) for performing system management actions, investigating performance, resolving requests or incidents, and remediating alerts. With these connectors in place, you will be able to weave new triaging actions into your rules to gather data from across tools and take remediation steps before escalating to an incident.
With these two new connectors, Premium and Enterprise customers will be able to use automation actions to:
Launch job templates in Ansible: Start a job template in Ansible, like applying security patches in response to a vulnerability or starting a back-up service in response to reduced application performance.
Run a query in New Relic: Connect to New Relic and run a query using NRQL, like checking CPU usage to determine if it’s within an expected range.
We’re also launching a new wait-for-response capability for Jira Service Management Enterprise customers using JEC, Azure, AWS, Ansible, and New Relic actions. This capability allows you to indicate that a rule should pause and resume only if the connector returns a successful response—otherwise, the step will report a failure, enabling you to escalate the alert as needed.
This will be available to Enterprise customers for the following automation actions, helping you consolidate context across tools to assess and handle incoming alerts and issues:
While we’ve designed these capabilities with remediation workflows in mind, you can also use these functionalities in your other automation rules to handle tasks like provisioning instances or services, updating configurations, or restarting systems in response to incoming requests.
In addition to those connectors to IT Systems, we’re also launching new steps and actions to help you manage alerts, and chain together a remediation workflow.
Specifically, we’re launching a new change alert status action to help you build these rules. With it, you can toggle the alert status between open, acknowledge, snooze, & closed states to coincide with the state of your remediation flow and close out alerts that are automatically resolved. This will be available on Jira Service Management Premium and Enterprise plans.
We’re excited to share this new set of capabilities, which will help you quickly separate signal from noise and help your team zero in on the events that matter most when every minute counts.
These features will be fully rolled out by the end of this month. In the meantime, if you have questions, feel free to leave them here.
Makarand Gomashe
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