Anyone migrate to Jira Ops yet?

[Mikel WHIPPLE]

I am looking for any information from anyone who has migrated from OpsGenie to the new Jira Ops in Cloud. We are looking to move soon but we are not finding a lot of information out there yet. Thanks. 

[Allister]

Hi Mikel,

Migrating from OpsGenie to JSM is a significant step, and it's great to see you're preparing for it. Atlassian has streamlined the process to integrate OpsGenie's capabilities natively into JSM and Teams, enabling a unified experience for incident management, on-call scheduling, and alert handling. Even the analytics is also incorporated. 

Key Steps for the Migration:

1. Merge OpsGenie with Jira Service Management

   • You need to merge OpsGenie with JSM under the same Atlassian site. This involves aligning the plans and ensuring all users have proper access. 
   • You can initiate this from the admin portal by navigating to Billing > Products and selecting Get Started next to OpsGenie.

   Detailed guide: Merge OpsGenie with Jira Service Management.

2. Move Data and Operations

   • Once merged, you’ll have a timeline to move OpsGenie data (alerts, schedules, etc.) to JSM. The migration does not delete your OpsGenie data but syncs it to JSM for a seamless transition. (Data is duplicated)
   • Post-migration, OpsGenie becomes read-only, and all operations are managed within JSM.

   Guide for moving data: Start shifting from OpsGenie to Jira Service Management.

3. Review Configurations

   • Certain features, like chat integrations and custom incident rules, require manual setup in JSM. Atlassian provides a guide to recreate these using Jira Automation templates. This is time-consuming. 
   • Heartbeats and API endpoints also transition to JSM DC and require script updates if applicable. 

4. New Features in JSM

   • collaboration - by reducing context switching and aligning DevOps workflows. Features like incoming call routing and advanced heartbeats will be also available with Premium/Enterprise plans.

Benefits of Migrating:

• Unified platform for ITSM and incident management.
• Reduced operational overhead with a single subscription and billing.
• Enhanced collaboration and visibility across teams.

Things to Watch For:

• Manual effort for some configurations (e.g., chat integrations, custom rules, ticket creation from Opsgenie).
• Ensure your Jira Service Management plan supports required features like bi-directional integrations and advanced heartbeats.

[Dave Rosenlund _Trundl_]

@Mikel WHIPPLE  &  @Martin Hesse 

The Atlassian Community Events online chapter ITSM/ESM Masters will cover this topic with a panel of experts comprised of customers who have been or are going through the merge, as well as an SME from Atlassian, in our January 16th meetup:

                      🙀 Opsgenie → Jira Service Management 🙀

Even if you cannot attend the meeting, if you register for it you will be provided access to the recording.

~~~~~~~~~~~~~~~~

@Allister  Great summary and links to the right documents. 

-dave

[Martin Hesse]

Hi, we currently have the same challenge. Atlassian is not super supportive. We have engaged our Customer Success Manager and waiting for a meeting. Our plan is to build a green field approach and move step by step, but we are not sure if that is possible. I keep following this thread to see if there are more feedback. Will share ours. 

[Mikel WHIPPLE]

We are meeting with our CSM as well to see if we can get some support from Atlassian. We are also planning on documenting what we have in OpsGenie and seeing what carries over. We are finding this helpful. 

Migrating Opsgenie to JSM

[Ian Cervantez]

OpsGenie will enter a "read only" mode.  Moving forward, Atlassian expects you to create tickets in Jira Service Management to be able to start an incident (and even then, you have to navigate screens that are difficult to locate, and open up hidden context menus to actually start it).

Creating tickets to start an incident is just wild for a user experience.  Because all of the custom fields in the settings that apply to "company projects" in Jira, it adds a whole bunch of mess to the process of trying to start an incident.  We timed my incident response team on the new process and it took 11 minutes.  Stop and try to fathom that for a second, during a critical event like a downtime situation our team is going to spend 11 minutes trying to spin up an incident and get responders on the line to resolve the issue.  Just totally unacceptable, Atlassian.