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Opsgenie Major Incident SLAs

Hi there,

I'd like to use the Major Incident functionality that is integrated to JSM and managed in Opsgenie.

I can't find where I track the SLA performance of the parent Major Incident.

The P1 / P2 SLAs I have created in JSM won't apply to the Opsgenie Major Incident that gets created.

We don't have many major incidents but we still want to record whether we achieved our SLA on them.

Can you please advise how to achieve this?

Cheers,

Dave

1 answer

0 votes
Shivam Naik Atlassian Team Oct 01, 2021

Hi David,

Happy to help!

Incorporation of SLAs into Opsgenie's Incident Response is unavailable in the product at the moment, however, I have added this request to a Feature Request Engineering currently has open for this issue internally. The ID is AG-364, and while there is not ETA at the moment, a notification will be sent out to accounts attached to the FR. If you could provide me with your account name, I can get you added there; I've already added this Community Post there.

Thank you!

Hey @Shivam Naik ,

Our account is abports.atlassian.net.

Do you have a workaround / suggestion around how to achieve this in the meantime?

Is there a public link for AG-364 I can track?

Many thanks for your update :)
Dave

Hi @David Meredith Our feature request and bug tracking is internal only at the moment. 

A work-around would be to set up a JSM/JSW integration and ensure bi-lateral updates are enabled this way when the OG alert closes attached to the incident the Jira ticket is closed and vice versa. You should be able to use Jira SLA's to track and report on. The instructions on this can be found below:

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

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

Please let us know if you have any further questions or concerns. 

Regards,

Chris

Hi @Chris DeGidio am I correct that even with JSM Premium we don't have this functionality and still have to integrate both? 

Like Alex likes this

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