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Best Practices/Set-up for JSM Incident Management & OpsGenie

blair chaney April 2, 2024

Hello all! I'm currently setting up the incident management feature for our JSM instance. Looking for some lessons learned/best practices anyone has experienced while working with this platform. 

 

My current set-up and plan is to use a JSM "Incident" Request that utilizes forms. This form will be the IT internal reporting tool used by IT staff to report incidents spurred from either a trend in Org User submitted tickets or by an internal IT staff member. This will serve as the kickoff for all other incident processes and from there, the incident response teams should move over to OpsGenie to handle incident resolution and communications. 

 

The Operations/Incident team will work the incident within OpsGenie until the resolution where they will ack it and then close out the incident within JSM. 

 

We are currently on standard but exploring the idea of moving to Premium in the near future. With that being said, has anyone found premium features helpful for their Incident management set-ups within Atlassian cloud? 

 

Thanks! 

 

 

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