Streamline Incident Management with Jira Service Management Slack ChatOps

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TL;DR Resolve Incidents faster with JSM ChatOps Slack application

Hello Everyone,

This post provides a quick walkthrough on how you can use Jira Service Management's ChatOps capabilities to triage incidents directly from Slack, along with AI-powered features to accelerate incident resolution.

With JSM ChatOps Incident management, the on-call responder no longer needs to constantly log into the JSM UI to add responders, update stakeholders, change priorities, or update incident statuses. Additionally, users can quickly create an incident using the /jsmops create incident slash command directly from the Slack channel.

The user can access Slack when dealing with an incident by selecting the ‘Create channel’ or ‘Open [#channel name]’ links in the communications section in the issue view of an incident

Who can configure it?

• Jira admins can set up Slack workspaces for the JSM site, this is required for linking Slack channel to an incident.

• Incident Manager or any user who has access to incident detail screen can create a Slack channel for any incident. This process can be automated by creating automation rule either at project level or at global level.

Demo Video

Configuration Steps

To connect Slack Workspace with JSM Site

1. From the top right of your screen, select Settings > Products.

2. Under the Operations section, go to Chat and video tools.

3. Under Slack, select Connect

4. Log into Slack, and select Authorize to allow Jira Service Management to access your slack workspace.

To create Slack channel for Incidents

1. From the project navigation on the left, select Incidents.

2. Open the incident you’d like to create the chat channel for.

3. In the Details section, find the Slack field and select Add channel.

4. Choose if you want to create a new channel or select an existing channel.

5. Select a Slack workspace you’d like to create or select the channel from.

6. If you’re creating a new channel, you can edit the channel name and add a description. Else, you’ll just need to select the existing channel.

7. Select Add.

Automate creating Slack channel for incidents

The Create Slack channel for incident action automates creating a Slack channel for incidents and adding incident responders to it, based on the conditions you specify in the rule. You even get to customise the name, description, and members of the channel. Click here to learn more

Summarize Incidents using AI

You can quickly bring new responders up to speed with the most critical updates, minimizing delays in their contributions to incident resolution. This also helps the team stay focused on resolving the incident, rather than spending valuable time piecing together the incident’s progress, ensuring everyone is aligned and aware of its current status. To know more click here

Create Incidents Timeline using AI

You can also automatically create timelines by capturing key moments of an incident, ensuring nothing is overlooked. It provides a consistent and comprehensive record of the incident, helping everyone stay on the same page. This also simplifies the post-incident review process. To know more click here

Watch the demo video for a quick walkthrough of all these features mentioned above

Atlassian Intelligence is available and automatically enabled for all products on Premium and Enterprise plans. Organization admins can manage Atlassian Intelligence preferences by going to Settings > Atlassian Intelligence in Atlassian Administration.

To learn more about how to manage alerts and on-call via Slack ChatOps - Click here

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