Is OpsGenie an Event Management (Alert Monitoring) tool or an Incident Management tool?

[Inthikab Thahir]

Is OpsGenie an Event Management / Alert Monitoring/ ITOM tool or an Incident Management / ITSM tool?

How do you integrate OpsGenie in an organisation that already uses JIRA Service Mgmt ? Main question here is about the Incident modules.

You have two incident management spaces:

1. OpsGenie Incidents

2. Jira Incidents

Are you expecting incident mgmt to happen in two different spaces? I think no.

What is the out-of-the-box approach that Atlassian proposes to use these tools without duplicating features.

[Samir]

Hi @Inthikab Thahir ,

Opsgenie is an modern on-call and alert management solution, but also serves as an Incident Management/ITSM tool. The power of Opsgenie is that it integrates with over 200+ monitoring, ticketing, and chat collaboration tools.

So you can have alerts from your monitoring tools feed into Opsgenie, and can build the logic in Opsgenie to determine which teams are notified of which alerts, and can configure on-call schedules and escalation policies to ensure that alerts are not missed. Opsgenie can notify users through multiple notifications channels (mobile app, email, sms, voice).

Opsgenie then offers the Incident Management functionality for when incidents occur, allowing you to create an incident in Opsgenie, pull in the relevant teams, and collaborate through video conference, automated slack channel creation, etc.

You can find more info on Opsgenie here:

https://www.atlassian.com/software/opsgenie/what-is-opsgenie

https://www.atlassian.com/software/opsgenie

https://community.atlassian.com/t5/Opsgenie-articles/Getting-to-know-Opsgenie-FAQs/ba-p/1005396

Thanks,

Samir

[Inthikab Thahir]

Thank you Sameer, what's not clear is that where do I do my "Incident Management"

Incidents should be in a single table either in JSM or in OpsGenie. Else I will be managing two ticket types..., 1. Opsgenie incidents and 2. Jira Incidents ? which would lead many duplications and inefficiencies. 

Further, how do we do keep track, report and improve on Incident SLA's if we manage them in two different places?

[Howard Nedd]

Hi Inthikab,

In short, it's a bit of both.

Opsgenie focuses on monitoring, alerting and Major incidents.

It depends on which version of Opsgenie you currently have.

Opsgenie standalone has an integration option for both JSM and Jira Software (depending on your plan).

As for the integrated Opsgenie version, this integration is built in and you can setup the integration depending on the service project that you integrate it with.

Documentation can be found here:

https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/

Hope this helps.

Regards,
Howard

[Inthikab Thahir]

Thank you Howard, However, my question is about where do you manage all your incidents? I have raised this in my previous comment (my reply to Samir)