Introducing automation rules to manage incidents via Jira Service Management ChatOps

[#1]

TL;DR : Introducing advanced ChatOps features powered by automation, enabling you to handle incidents more efficiently and accelerate resolution times.

We’re excited to announce the rollout of a powerful set of ChatOps features in Jira Service Management, powered by advanced automation capabilities—now available to Jira Service Management Atlassian Cloud customers.

These features are designed to help you manage incidents more efficiently, minimize downtime, and ensure faster resolution. The automation components significantly cut down on manual effort involved in triaging and resolving incidents.

Let’s look at some of these new capabilities:

1. Create Zoom Meeting for Incident
This feature allows you to automate the creation of a Zoom meeting during an incident. To use it, your Zoom account must be connected to Jira Service Management via Chat and Video Tools settings.

• The meeting name can be customised using smart values.

• Once the Zoom recording is available, it can be automatically added to the incident as an internal note.

• Meetings are created using the Zoom token of the user who connected the account in project settings.

• This action supports only Jira Service Management incidents and is available on Premium and Enterprise plans.

2. Send Message to Slack Channel

This feature allows customers to automatically send messages to the Slack channel linked to an incident. It's ideal for sharing incident updates, status changes, or next steps as part of an automated workflow.

You can personalize messages using smart values to reference fields like summary, status, or time to resolution. To tag users, use the format @{{smart_value}}.

This action is supported only for Jira Service Management incidents. and is available on Premium and Enterprise plans. One of the pre-requisites for this is that the Slack channel must be linked to the incident for the action to work.

3. Create Slack Channel for Incident

This existing capability allows the creation of a Slack channel in a selected workspace during an incident. As shared in this post, this feature has been enhanced to support Smart values for channel members, enabling automatic addition of relevant users. Additionally, you can now add a bot or app to the channel during incident creation.

To find the Slack App ID:

1. Open Slack and go to the Apps section in the sidebar.

2. Select the app name.

3. In the app view, click the app name at the top to open the details panel.

4. Locate the Member ID field — this is the app’s ID.

This action is supported only for Jira Service Management incidents. and is available on Premium and Enterprise plans. One of the pre-requisites for this is that the Slack channel must be linked to the incident for the action to work.

4. Add Members to Slack Channel

This capability allows you to automatically add members—either static members or via smart values—to Slack channels linked to an incident. It’s useful for bringing in subject matter experts or escalation contacts at various stages of incident response.

You can specify users using smart values or manually enter Slack IDs or email addresses.

This action is supported only for Jira Service Management incidents. and is available on Premium and Enterprise plans. One of the pre requisites for this is that the Slack channel must be linked to the incident for the action to work.

5. Add Apps to Slack Channel

This functionality allows customers to add selected apps to an incident’s Slack channel, helping enrich the response workflow with tools like monitoring bots, documentation apps, or other integrations. Note: the app must already be installed in the connected Slack workspace.

To find the app ID:

1. Open Slack and go to the Apps section in the sidebar.

2. Select the app name.

3. In the app view, click the app name at the top to open the details panel.

4. Look for the Member ID field — this is the app’s ID.

This action is supported only for Jira Service Management incidents. and is available on Premium and Enterprise plans. One of the pre requisites for this is that the Slack channel must be linked to the incident for the action to work.

Configuration for the components outlined in #4 and #5 follows the same process as shown in the Loom video for component #3 (Create Slack Channel for Incidents)

6.Send Direct Message on Slack

This capability allows customers to send direct messages to selected users in their Slack workspace—ideal for privately notifying responders or decision-makers about high-priority incidents.

You can customize both the message content and recipient list using smart values. To tag users, use the format @{{smart_value}}.

This action is supported only for Jira Service Management incidents as well as alerts. and is available on all plans for Jira Service Management.

7. Add Bookmarks to Slack Channel

This feature allows customers to add bookmarks to the incident Slack channel during incident response. Bookmarks can link to important resources such as dashboards, run-books, or Confluence pages, helping responders act quickly. Only valid URLs are supported.

This action is supported only for Jira Service Management incidents. and is available on Premium and Enterprise plans. One of the pre-requisites for this is that the Slack channel must be linked to the incident for the action to work.

Please leave any feedback below in the comments. We are continuing to improve the experience. Thank you! 

Check out these Community articles to learn more about managing alerts on Slack with Jira Service Management, explore how to handle incidents, and connecting on-call notifications to Slack

[Volodymyr Melnik]

Impressive rollout — can't wait to try some of these in our setup! 👍👍

[Bill Sheboy]

Hi @Himanshi Gaba 

Thank you for the information on these updates.

And, please consider adding the license level restriction to the TL;DR at the top.  This will save customers time when deciding the value of the content for their site.  Thank you.

Kind regards,
Bill

[Josh]

This seems interesting.

@Himanshi Gaba - Any chance that it's also available for MS Teams?