SaaS provider Jira SM + Opsgenie recommended way to use

[Lauri Hölttä]

Hello,

We're looking into Jira SM + Opsgenie to manage our customer tickets and monitoring alerts and responding to incidents. 

Is there a best practice way how to use these two systems together? 

It seems like the integration is not complete and you need to use these systems in a very specific way for the whole to work. Best practice guideline would be really nice. 

Lauri

[Nick Haller]

Hi @Lauri Hölttä ,

Thanks for the suggestion on a JSM << >> Opsgenie best practice guide. I'll pass this along to marketing, and hopefully we can have something sharable soon!

In the meantime, I think the best way of integration JSM << >> Opsgenie is through the prebuilt integration: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/

This can automate the creation of an Opsgenie alerts from a JSM issue / incident. 

Then if you need certain types of JSM issues to escalate into Opsgenie incidents, you can configure incident rules that will handle the automation of incident creation under a team's service: https://support.atlassian.com/opsgenie/docs/automatically-create-an-incident-via-incident-rules/

There's realistically a number of ways to configure these workflows, so if you have more insight into yours we may be able to provide more information.

Otherwise, I'd love to hear how others might also be managing their JSM << >> Opsgenie workflow!