Hello,
Since JSM is being tightly integrated with Ops Genie, there are two different groups of people who can be notified of the incidents/alerts
Alerts entity is utilising only the Responders field (Which points to individual users and Atlassian teams)
Incident Issues are using both:
Responders for sending email notifications to users
Assignment Groups - for linking incidents to a particular Jira Group - which can be used in the JSM queues for filtering via JQL purposes
Please correct my understanding above.
In our organisation, we are using the CUSTOM Assets schema (not the default Services one)
We have a number of reasons why we need it, but we are missing one important feature in there.
Once an alert is created, it can be attached to a service, and the default Services schema has an attribute linked to the Responders (which are Atlassian teams)
Since we are not using the default Services schema, we cannot leverage the functionality of the automated responder assignment, since custom schemas do not have an attribute type, which could be linked to the Responders. It only has the Group attribute type, which links to Jira Groups.
We are using a whole bunch of automation to derive what JSM incidents should be assigned to which Assignment Groups - and that works perfectly well for us, since these incidents can be queried via the JQL and placed to the corresponding JSM queues (Please note Responders filed cannot be used in JQL - since it is not supported)
We also use automation that can link an alert to the particular asset in our custom asset schema, however that schema cannot be used to host the Responder team name, to be attached to an alert, so that the relevant team is notified about it via the escalation policies, schedules, yadda-yadda-yadda.
We have some quirky workarounds there (which are prone to fail) - but we would like to see how Atlassian can support us in this
