Major Incident Process

[Keith Hubner]

Hi, I want to create a workflow for major incidents which links to both statuspage and also opsgenie. I have read through the document from Atlassian on the process, but what I need to do is build up a workflow, so a ticket can get created by certain people in the business only, which then follows through the process. 

Anyone point me to where to start?

Thanks

[Julia Shcherbyna _SaaSJet_]

Hi @Keith Hubner 

You can also check Business Process Manager for Jira Cloud developed by my team.
Using it, you can do what you need: create a process template for Major Incident, add all specific issues needed to solve the problem, on each of the steps there will always be a form that you as an administrator can configure and assignee should submit.

In real-time, you can monitor your process progress and keep all under control.

Of course, you can add Restriction to your process.

I hope, it will be useful for you

Regards

[Dan Brockwell]

Hey @Keith Hubner

I'm the Product Manager on Incident Management for Jira Service Management Cloud.

We're currently in the process of revamping our major incident experience to unify the incident objects across JSM and Opsgenie.

Would love to have a chat and learn more about your use case for major incidents + what your biggest pain points/needs are.

If you're keen to hear about what we're working on, feel free to book in a time here: https://calendly.com/dbrockwell/30min or email me on dbrockwell@atlassian.com

[Olga Videc]

Hello @Keith Hubner 

Welcome to the community :)

Atlassian got you covered, these whitepapers will guide you through best practices, and step by step how to achieve all of that ;) 

https://www.atlassian.com/whitepapers

Use search, just type incident.

If you don't know how to create a workflow, check link bellow 

https://support.atlassian.com/jira-work-management/docs/how-to-create-workflows/

https://support.atlassian.com/jira-cloud-administration/docs/work-with-issue-workflows/

https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/

https://support.atlassian.com/jira-cloud-administration/docs/configure-workflow-schemes/

https://support.atlassian.com/jira-cloud-administration/docs/manage-issue-workflows/

BR, Olga

[Keith Hubner]

Thanks, yeah I have that, but I was looking for a guide on how to actually set it up end to end. So how do I setup the new ticket option then the automation through each phase of the issue.

[Olga Videc]

Okay, 

For someone to create a ticket, you need a project, so first, you set up a project.

You can choose between Jira Software Management and Jira Software.

Do you know the difference between them? JSM is like a service desk, unlicensed users/customers can open issues/tickets, JS is internal.

After setting up the project as desired you move on to Opsgenie, you create teams.

Then you integrate OpsGenie with JSM or JS, this will allow incidents to be created based on your incident rules(added in team part of Opsgenie)

After setting up all of that you integrate Opsgenie and Statuspage.

It's a lot of work, but it pays later to do it properly.

Don't hesitate to ask if you get stuck.

BR, Olga

[Keith Hubner]

OK cool, we already have a project for service desk tickets, is it best to use this or create a new project? I want it to that only certain people in the business can open and track major incidents.

Thanks

[Olga Videc]

You can use the current but you'll have to separate the incident with issue type so that Opsgenie incident rules can pick it up.

But if you plan to use a separate email for incident report's you should create a separate service desk, it all depends on how many service desks you want to manage, but my recommendation is to create a separate one so you can manage it better (permissions, notifications, roles, etc.)

BR, Olga

[Keith Hubner]

Cool, make sense. Thanks for your help, really appreciated.