Happy New Year, everyone! May it be filled with joy, success, and - who knows - maybe even some miracles. Like Atlassian resolving to fix this bug. We can dream, right?

Hi Prithwish,

Just wanting to confirm my understanding of this as we have customers wanting to just use JSM premium and remove their Opsgenie subscriptions

We were just told on a ticket that the differences in functionality between the two is that with JSM Premium they do not have access to Live Chat or Free Stakeholders.

Is it correct then that if they now have access to this feature in their JSM that this is no longer the case?  And now the only difference is the Live Chat function?

Could you please confirm for us?

thanks

So this is for JSM not the connected Opsgenie that comes with Premium that this ticket was for ? 

Hi 5784deb49fd6 The Stakeholder role (If already rolled out for your organization) will support any external email ids irrespective of they are licensed users of JSM or not (Provided the site have JSM Premium/Enterprise license). For existing emails with JSM "Customer" role (I believe this is what you meant as portal-only users), you'll be able to add "Stakeholder" role in addition to their existing role (It's a multi-select) and they'll start getting the stakeholder comms. if they are added to an incident as stakeholder.

Thanks for the feedback on the user-group support, and would love to understand the use case in detail if you can reach out through our support channel.

Hey Prithwish,

JSM is used to service external customers who are stakeholders to services we provide...

Is it possible to add portal-only users as stakeholders? This seems limited to internal employees as they'll need a user role.

Also it doesn't appear to be able to support adding groups to stakeholder lists which makes things tediously manual and increases the overhead of managing users.

Happy to talk through our use cases and needs if it helps improve this functionality.

Many thanks,
Dave

Hi Everyone. We have started to roll out non-licensed Incident stakeholder support for JSM Premium, and Enterprise customers. If your organization has been onboarded, you’ll be able to see a new role “Stakeholder” in your Atlassian Administration -> Directory -> Invite users -> Jira Service Management where you’ll be able to add non-licensed stakeholders, and can select them in “Add Stakeholder” feature in JSM Incidents. For more information, please check our support documentation: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/

Note: This will be a phased roll out over the next couple of quarters, so do expect it to be available for you soon, if it isn’t already. Also, please note, this new role can be used in JSM Incident Management, and not in Opsgenie. Thanks.

Hi is there any update on this comment from Aug : 
779bcced89ef added a comment - 18/Aug/2023 6:54 AM
This feature is under development for Jira Service Management (Cloud). The tentative Estimated Time of Arrival (ETA) is the first quarter of 2024 (Jan-Mar). 

This is a big blocker for us. 

Helen

This feature is under development for Jira Service Management (Cloud). The tentative Estimated Time of Arrival (ETA) is the first quarter of 2024 (Jan-Mar). 

Hi we would like to receive updates on this feature's implementation as it will be a big value-add for us

This item is in our roadmap now and we will start working on it from next quarter 

We have a mandatory SLA requirement to inform internal senior management (Stakeholders) at preset escalation points for critical customer issues. For our highest priority customers we also have SLAs requiring regular communication with customer technical and management staff (Stakeholders) at agreed escalation points. These communications are primarily SMS. We require stakeholder licenses and clear informative SMS update messages before we can complete the implementation of OpsGenie. 

Thank you all for your comments. Please set up a time to talk at rsrivastava@atlassian.com.  I am in IST timezone and will stretch my working hours to mornings or evenings, whichever may suit you best. Please allow me a day to accept/reject or suggest alternate time. 

Additionally, it will help me if you can complete this survey. 
https://forms.gle/sA89NjvKQirw6taFA

Straight up we have stopped trying to use opsgenie as without stakeholders its not workable for us so we are doing escalation with overly complex automations and missing alot of ops genie features in essence a terrible experience and its getting hard to explain around to the exec why we went with JIRASM over zendesk, We need this feature to be able to roll out Opsgenie in our context. 

This is a great feature and I believe it should be moved to PROD as soon as possible.

We have a lot of scenarios where we need to use the stakeholder feature and Opsgenie is limiting us.

Thanks,

Hello everyone, please share your email id with me at rsrivastava@atlassian.com and I will try and schedule a time to speak to you on this issue.

Hello Richa, you can also talk to me for further information. We bought premium licenses for JSM and are not able to use Stakeholder in Opsgenie because of this problem!

License for Opsgenie standalone = Stakeholder ist possible
License for JSM including Opsgenie = Stakeholder in not possible

There is no sense for this...

Hello Richa - I would also like to provide some input to this as it will significantly affect our ability to successfully roll out OpsGenie - can I share my email with you as well?

Hi Laurence and Greg, I am a PM in JSM team and would like to speak to you for a few minutes on this. Can you please provide your mail id to me at rsrivastava@atlassian.com ?

@Atlassian, we're also still awaiting an update on this.

The topic came up on our leadership call yesterday and it was felt that the current state is not fit for purpose.

Any updates before we look at alternative tooling?

We are evaluating now and this might be a deal breaker. Any updates here? 

The Procing Sites for JSM and Opsgenie are very misleading in this detail!!!

We were not able to find this out before buying the licences.

Collecting votes for implementing this is not the right way for a decision! The customers who bought JSM and want to use Opsgenie really need to have the possibility to use stakeholders!!! If the stakeholder have to be "free" is not the main-question. The functionality itself is needed - if we get this free or we have to pay for it is another question.

I apply to implement this very fast! The request is now 1 year old!

How many votes do you need to do this? How many customers have realized the problem so far? How many customers have the licensing model "Opsegenie merged wirth JSM"?

As stated by others: I was a little bit suprised that adding free stakeholders turned out not to be included even though it clearly states it is included on the pricing page. Adding stakeholders was one of the key deciders for our company to buy JSM,

This is a blocker for my organisation in adopting this tooling.
Communication with external stakeholders is one of the most fundamental requirements a business can have of its incident management platform. I understand OpsGenie was acquired by Atlassian and things are to some extent in flux, but at the moment it has a "Communications Liaison" as one of the built-in OpsGenie roles, but they are unable to actually communicate with anyone. Not brilliant!
Please let me know if you'd like to set up a call to discuss this requirement and help you flesh out/refine the use-case. Please also update your pricing page to include this clear and serious limitation to allow customers to make informed purchasing choices.
Best,
Laurence

Jira Service Management differentiates customers from technicians, Opsgenie should as well.  It was pointed out hat Opsgenie is only an incident management tool so hasn't considered customer communication however communication to stakeholders is a critical part of incident management and is mandatory in SOC2, PCI, ISO27001, among others.  The workaround provided was to create an "External User" role based on the "User" role but have none of the boxes checked.  This does not meet the requirements.  Those "stakeholders" are able to login to Opsgenie still and see data such as email templates, incident templates, and service names.  Those can have, and do have in our case, other customer business names so logging in risks information disclosure.  Additionally, there's no way to prevent postmortems from being sent to stakeholders added to an incident.  Postmortems have way too much information that external customers shouldn't have access to, such as links to the internal slack channel used for the incident as well as stakeholder and responder names added to the incident.  The level of detail normally in a postmortem is greater than what would be presented to an external customer.  What we're trying to do right now is create a single stakeholder account which is actually an internal service account which would then have rules to relay status updates to the actual external customers so long as the subject doesn't contain Postmortem.  Setting up this process has been nothing but problems so far.

So that link just goes to the contact support page. 

https://getsupport.atlassian.com/browse/OGSP-76476

The fact that free stakeholders are not available when Opsgenie is bundled with JSM should be made clear on JSM's pricing page. 

Is there even a reduced cost option available for stakeholders only where there are many needed ? 

Running managed services for clients were we have internal and external stake holders wont work for us the financial cost alone is prohibitive and will not work for us. this was not something we were aware we wouldn't get - giving a full license to stakeholders who don't need and shouldn't have access for notification only makes zero sense please can you fix this urgently we have 1200+ clients this is not scalable when we need to also escalate to customer stakeholders let alone the cost for internal ones that are not needing a full Jira license.... 

Assigning expensive JSM licenses for even stakeholders does not make financial sense. The stakeholder license should be made free at the earliest.

Free stakeholders is the selling point of enterprise. Keeping people up to date is not the same as an actual service desk user.

It's not even close to being worth the cost of a Jira SM Premium license per Stakeholder. I'll be sticking to emails or manual group SMS for now.

For our company not having the ability for our broad product and executive team to be able to consume this status makes this part of JSM useless.  It is unreasonable to require expensive JSM licenses only so that users can receive updates on ongoing issues.