14. 04. 2025
AI, Atlassian, Events, Knowledge Management, Service Management
22. 11. 2024
Giuseppe Di Garbo
Atlassian, Service Management
Managing Alerts with JSM: Focus on Incident Management (Part 1)
Alerts are critical signals that demand immediate attention to minimize disruptions and maintain smooth operations. Proactively managing alerts throughout their lifecycle is key to effective event-driven workflows, incident response, and business continuity. By leveraging alerting tools within Jira Service Management (JSM), teams can detect and resolve incidents faster, improve collaboration, and enhance service reliability.
In this two-part blog series, we’ll explore how to harness JSM for alert and incident management. In this first part, we’ll cover the basic features JSM offers for alerting and on-call management. In the second part, we’ll focus on integrating NetEye alerts into JSM for streamlined operations.
Alert Management in Jira Service Management
In this blog, we’ve previously explored advanced Alert Management features using Opsgenie. But now, all Jira Service Management users can take advantage of these features too!
Atlassian has expanded its Incident and Problem Management capabilities by integrating Alert Management directly into JSM, starting from the Free subscription. This includes tools like alerts, on-call schedules, and incident templates, allowing you to manage and respond to incoming alerts with routing rules, escalation policies, and more.
For more details about the features and subscriptions, check out this link: Jira Service Management Pricing.
Jira Service Management now provides powerful tools for managing alerts and on-call schedules. Its built-in alerting system allows teams to:
- Alert Routing Rules: Automatically route alerts to the right team members
- Escalation Policies: Ensure alerts are acted upon by escalating unresolved issues
- Detect and Respond Faster: Use incident data, service health analysis, and infrastructure monitoring to identify issues early and address them effectively
- Collaborate Across Teams: Operation and development teams can work seamlessly through centralized tools, reducing miscommunication and delays
- Create and Manage On-Call Schedules: Ensure that the right person is notified at the right time, automating escalation paths to guarantee no alert is missed
Note: Advanced features like automated escalation rules, custom routing, and integration limits are available only with Premium and Enterprise editions.
To dive deeper into these features, visit the official documentation.
Leveraging Teams and Integrations
Jira Service Management simplifies alert management by organizing efforts around teams and operations. Teams can be configured with specific on-call roles and responsibilities, and alerts are routed based on predefined rules to minimize delays in response.
Additionally, JSM integrates with a wide range of tools and applications, making it easy to collect and centralize alerts from various sources. Whether you’re using monitoring systems, log analyzers, or external IT tools, JSM provides an integration-friendly ecosystem to bring it all together.
To dive deeper into these features, refer to the following documentation:
Transitioning from Opsgenie
If your organization uses both JSM and Opsgenie, you’re in luck! Atlassian has streamlined the integration, enabling teams to use a unified interface for alerting and incident response. With this setup, you can transition smoothly between tools and leverage advanced features from both platforms.
For those looking to merge or shift from Opsgenie to JSM, Atlassian provides a detailed migration process. This ensures you retain functionality and seamlessly integrate existing workflows.
Learn more:
Mobile Support and Notifications
The Jira Mobile App is a powerful tool for handling alerts on the move. It supports:
- Push Notifications: Stay informed about alerts in real-time
- Incident Management: Respond to incidents directly from the app
- Collaboration Tools: Coordinate with your team effectively
As we will see in the second part, the Jira Mobile App can be used to receive, manage, and interact with all NetEye alerts.
To learn more about the mobile app, visit the Jira App Overview. For detailed instructions on managing notifications, check the documentation here.
Conclusion
Jira Service Management provides a unified platform that helps teams:
- Reduce Context Switching: Collaborate on alerts and incidents within a single tool
- Accelerate DevOps: Increase visibility for development and operations teams, enabling faster incident resolution
Ready to see it in action? Watch this 3-minute video tour.
Stay tuned for the next post, where we’ll explore how to integrate NetEye alerts into Jira Service Management to unlock its full potential for alert and incident management!
These Solutions are Engineered by Humans
Did you find this article interesting? Does it match your skill set? Our customers often present us with problems that need customized solutions. In fact, we’re currently hiring for roles just like this and others here at Würth Phoenix.
Giuseppe Di Garbo
Consultant at Würth Phoenix
Hi everybody. I’m Giuseppe and I was born in Milan in 1979. Since the early years of university, I was attracted by the Open Source world and operating system GNU\Linux. After graduation I had the opportunity to participate in a project of a startup for the realization of an Internet Service Provider. Before joining Würth Phoenix as SI consultant, I gained great experience as an IT consultant on projects related to business continuity and implementation of open source software compliant to ITIL processes of incident, change and service catalog management. My free time is completely dedicated to my wife and, as soon as possible, run away from Milan and his caotic time and trekking discover our beautiful mountain near Lecco for relax and lookup the (clean) sky.
Author
Latest posts by Giuseppe Di Garbo
28. 03. 2025
Atlassian, Service Management
Effortless On-Call Management with Jira Service Management
20. 12. 2024
Atlassian, NetEye, Service Management
Managing Alerts with JSM: Focus on Incident Management (Part 2)
27. 06. 2024
ITOA, NetEye, Unified Monitoring
Streamlining Icinga Director with Grafana
09. 05. 2024
NetEye
How to Customize NetEye Reports for Your Brand