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 * December launch: 4 new IT Ops features in Jira Service Management


DECEMBER LAUNCH: 4 NEW IT OPS FEATURES IN JIRA SERVICE MANAGEMENT

Last updated: December 19, 2024 edited

Hi, Community!

We announced the streamlined incident UI in May, which brings alert, on-call,
and incident response features into Jira Service Management. Since the launch,
we have been gathering your feedback on the additional features and
functionality required to complete the move without disrupting your existing
operations workflows. We have four product updates launching in December that
were prioritized based on your feedback — learn more about each one below.

 

OPERATIONS GLOBAL ADMIN ROLE

Thanks to your feedback, Opsgenie admins will now automatically be granted admin
privileges for operations work only, without making them a Jira product admin.
Previously, an admin had to manually assign a role to each Opsgenie admin in
Jira Service Management, which also gave Opsgenie admins Jira admin-level
access.



 

AI-POWERED ALERT LIST VIEW

Alert groups, powered by Atlassian Intelligence, identifies patterns among
incoming alerts to correlate and group them based on similarities within the
existing alerts view dashboard so responders can focus on the highest-priority
items. This AI Ops features, which is the first of many, will be available to
all Jira Service Management Premium and Enterprise customers starting today.



 

GLOBAL ON-CALL SCHEDULES & ESCALATIONS

This enhancement enables admins to associate on-call schedules and escalations
at a site level in Jira Service Management, which allows adding responders to a
schedule or escalation from multiple teams. Previously, schedules and escalation
policies had to be mapped to a team and any customer who had site-level on-call
schedules and escalations in their bundled Opsgenie was blocked from moving
their operations work into Jira Service Management. Once available in December,
customers with global on-call schedules and escalations will also gain access to
the streamlined incident UI in Jira Service Management.

 



 

TERRAFORM

We’re releasing the Atlassian Operations Provider, which will replace the
existing Opsgenie Terraform provider in Jira Service Management. This new
provider will allow you to create and manage the following resources with
Terraform:

 * Teams (with or without members)

 * Users (without User Contact API and read actions only)

 * API and Email Based Integrations

 * Escalations

 * Schedules

 * Schedule Rotations

Check out the Terraform product documentation for more details.

 

Questions about these features? Join the conversation by leaving a comment
below. We want to hear how you’re planning (and completing) the move from
Opsgenie to Jira Service Management, and we’re here to help!

Comment
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3 COMMENTS

Dan W
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November 26, 2024 edited

Do you have dates for each rollout or will we get them in our scheduled release
track?  



Like • 3 people like this 3 people like this
Shaun Pinney
Atlassian Team

Atlassian Team members are employees working across the company in a wide
variety of roles.
December 3, 2024 edited

Hi @Dan W

Ops admin role began rolling out to 100% of JSM cloud instances today, 12/3. And
for the other updates the best way to stay up to date on launch dates is to
follow the release notes page, which lives
here: https://confluence.atlassian.com/cloud/blog



Like
Erica Larson
Contributor
December 9, 2024 edited

When trying to downgrade a user from Operations Admin to a user, I received an
error message that it needed to be done through Atlassian Admin.  This goes
against the documentation provided and I also was unable to find a place to make
this change.  Workaround using Opsgenie UI was my only solution.  I've submitted
a ticket through Atlassian Support but wanted to share here as well.  When I
have an update from Support, I will share here.



Like


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Shaun Pinney

Atlassian Team

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