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Suggestion
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Resolution: Unresolved
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6
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Update November 8 2021
Hello all,
We are currently in progress of consolidating the JSM incident object with the Opsgenie capabilities, which will allow any JSM incident to be marked as 'major'.
This will be a JQL-able property that can be utilised in Automation for Jira.
This should solve the ask of this ticket. We should start rolling this out in early December.
Stay tuned!
Dan
Associate Product Manager (Incident Management)
Jira Service Management
Currently the process to trigger the creation of an incident in a JSM-connected Opsgenie account from JSM requires the manual escalation of a JSM incident to a 'major incident'. Some users would like the ability to use Jira automation rules to trigger this escalation instead, so that certain JSM issues can be configured to automatically escalate and trigger incidents in Opsgenie.
Currently, this sort of automation is only possible through the standard JSM alert integration in Opsgenie and a webhook in JSM, which technically allows for the automated creation of incidents in Opsgenie, but makes the syncing of teams/services difficult, and does not easily allow for bidirectional updates of the incident in both Jira and Opsgenie
[JSDCLOUD-9649] Request for ability to automate 'Major Incident' escalation in JSM
Has this been rolled out yet?
With a distributed client base and a regional resource pool, it's not always possible for small companies to cover the [24hr] day to monitor for customer raised Incidents. Having the ability to Automate the escalation of an Incident to Major Incident through OpsGenie for outbound team contact seems like such a basic requirement from an Enterprise solution.
1555552f4a0e just updated on the ticket, should be starting rollout next month!
This hasn't been updated since 2021. We now have the ability to toggle the major incident field on the issue view, but as far as I can tell there is no way to check whether something is a major incident or not via automation or via JQL. Any updates?