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  1. Jira Service Management Cloud
  2. JSDCLOUD-9649

Request for ability to automate 'Major Incident' escalation in JSM

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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

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              64b7abb84157 Dan Brockwell
              jsitarz@atlassian.com Justin Sitarz
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