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JIRA SM corporation with Opsgenie - is it useful (benefits and disadvantages)?

Hi,
We perform helpdesk functions for multiple organizations and several IS clients. We use JIRA cloud ITSM service deck (with automation, SLAs).
An increase in the number of organizations and customers to be served is expected. The range of issue types will also increase. We are planning to reorganize the support. Unified project (divided into components) with a same contact e-mail. Is it worth subscribing to Opsgenie? What are the benefits and risks (eg duplication of messages)? How difficult is it to configure JIRA and Opsgenie "cooperation"?

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Answer accepted
Darryl Lee Atlassian Team Mar 28, 2022

Hi @Arnis Riškovs ,

This is Darryl. I am here to help. :) 

First of all, if you are subscribing to JSM Cloud, you probably already have a subordinated Opsgenie instance subscription attached.

Opsgenie, in a nutshell, is a powerful platform for alert and incident management and notification dispatching. It supports more than 200 integrations.

Get to know more about Opsgenie

JSM Cloud + Opsgenie is the impeccable combination to best manage your service projects and never need to worry about missing any notifications.

The biggest benefit is probably the Major Incident Management flow added by subscribing to both: 

  • Get on-call scheduling, alerting, incident swarming, and more from our popular Opsgenie product in all cloud plans of Jira Service Management. Plus deeper integrations with Jira Software, Bitbucket, and Confluence let you seamlessly orchestrate the end-to-end incident resolution process.

  • The ability to escalate an incident to a major incident in Opsgenie (which can then send alerts and notify the correct team(s) to quickly swarm and resolve the incident)

  • The ability to create a major incident in Opsgenie from an existing incident in Jira Service Management

  • The ability to link an incident in Jira Service Management to an existing incident in Opsgenie

  • Plus all additional functionality included as part of Opsgenie (on-call schedules, monitoring tool integrations, multi-channel notifications, etc.)

Should you have any further inquiries on this subject, please feel free to reach out to Jira Service Management Cloud Support and my colleague will help you from there.

Kind regards,
Darryl Lee
Support Engineer, Atlassian

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