Bridge to unlicensed users

[Lewis Tanguhwar]

Would be needing all the help and suggestions here

A Customer has an incident management process that is run through ServiceNow. When a P1 incident occurs they send notifications to unlicensed users (CEO for example) and part of that notification will be a link to a bridge where folks can join a large incident call. Could be up to 1,000 people listening in for example. These users will never be licensed.

In JSM, we have the Incident concept and the ICC to use when customers have a P1 incident. The challenge is the ICC only allows 50 people maximum to the native incident bridge built in. And the people who would need to join that bridge can't be licensed as agents. This particular feature will be unusable for them. https://support.atlassian.com/jira-service-management-cloud/docs/what-is-the-incident-command-center-icc/

So that being the case, we need to work with the Customer folks and along with people on our side who has knowledge of incident management in JSM to figure out a way for them to do that. Soon in the upcoming version of JSM will be a new capability to add Stakeholders (unlicensed users in JSM) so that they could use that mechanism in the future to send out a bridge to unlicensed users. But it's not available yet. So we need to figure out an interim solution the way the product is now, and have knowledge of how the product will work in the future for a better setup.

Any ideas?

[Walter Buggenhout · Accepted solution]

Hi @Lewis Tanguhwar,

I am missing an essential piece of information in your story. How cool it may seem to be able to connect to 1.000 unlicensed users, I am quite sure these 1.000 users will not be collaborating on fixing the incident. I cannot imagine how a large incident call with 100s of people or even more might be effective in any way. Just saying hello would take an hour or so ...

I can imagine that a company has a large user base and wants to inform people of the incident, steps being taken and regular status updates. This is usually done to reduce overhead load of customers reaching out constantly to check in on this type of updates, thus making it virtually impossible to the incident response team to get the incident resolved.

In the Atlassian world, that would be something to cover with StatusPage. People can subscribe to it to receive updates and be informed. 

I may be missing something of course, but I hope this helps!

[Lewis Tanguhwar]

The 1000, I believe was just put there as a number. 

This is one thing we deal with sometimes, with potential clients most times having some requirements that are easier said than done.

[David Bakkers · Accepted solution]

Hi @Lewis Tanguhwar 

I have to agree with @Walter Buggenhout . For P1 incidents in all the organisations I've worked for, only a small group of people, mostly from internal and external sys ops teams, need to be involved with watching or participating in the resolution. They are normally members of a P1 incident resolver group in SNOW or JSM.

The C-Level staff, Board members and PR team get special email notifications and also even SMSes, but they are not involved in resolving the incident, only managing the effects, like making media releases and public statements.

All the other employees of the company are informed of the incident via emails, since they only need to know it's happening and being worked on. They usually also get an update email when it's resolved.

The idea of thousands of users all joining in to a P1 incident resolution process sounds like a logistic nightmare!

[Lewis Tanguhwar]

Absolutely 1000, does not seem realistic.