Supercharge IT Operations with AI

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Atlassian Intelligence in Jira Service Management helps IT Operations teams speed up incident response by grouping alerts, finding resources, summarising conversations and generating post-incident review/post-mortem reports. This is a step-by-step guide to setting up AI in Jira Service Management to supercharge your ITOps teams.

Know your AI features

Here’s a breakdown of how we deliver real, user-facing value: 

Alert grouping, Past alert insights, Related resources

Help your Ops teams focus on one big issue instead of getting distracted by lots of separate (but related) alerts by grouping them, fix problems faster by reusing solutions that worked before, and make it easier to know what to do when an alert comes in, so you can act quickly.

Read more about alert grouping

Read more about past alert insights, past responders, and related resources

Incident creation

Saves time for your Ops teams and helps them respond faster with fewer manual steps. Read more about creating incidents from alerts or alert groups.

Suggestions for incidents

Helps your team gather context quickly and act on the next steps. Read more about suggestions for incidents.

Related resources for incidents

Makes it easier for teams to troubleshoot quickly without hunting for info elsewhere. Read more about related resources for incidents.

Incident summary and timeline creation for Slack

Keeps new members joining Slack updated in one place and makes post-incident reviews faster and easier.

Read more about creating incident summary

Read more about creating incident timelines

Post-incident reviews

Reduces manual effort and speeds up the process by suggesting a summary and a few other related fields. Read more about creating PIRs.

Ops Guide

Speeds up decision-making, reduces manual work, and allows teams to interact with the AIOps features more naturally and intuitively, improving overall efficiency. Read more about Ops Guide.

Activate Atlassian Intelligence

The first step for you is to activate Atlassian Intelligence for Jira Service Management on Atlassian Administration.

We offer a few features such as “Suggestions” that require an additional step. To use AI-powered suggestions, go to your project settings, select Features, and then turn Suggestions on (under Issue view).

Add the right connectors

Connecting tools such as Microsoft, Slack or Google Drive helps bring the right context and collaboration into one place. It allows AI to pull in the relevant content and team discussions to give better suggestions during alerts and incidents.

To configure the right connectors for your organization, go to Atlassian Administration, select Rovo, and then select Add connecto (Rovo is being made available to all JSM Premium and Enterprise customers in a phased manner).

Creating incident summaries and timelines directly into tools like Slack with AI will reduce delays and improve response time. To connect chat and video tools, go to your product settings and then select Chat and video tools.

Leverage your own ITOps AI agent

Use our AI-powered Ops Guide agent to go deep into alert and incident triaging and take corrective actions. You can even create a post-incident review/ post-mortem report for incidents directly in Confluence by initiating Ops Guide agent. 

Read more about Ops Guide

Set up automation rules

Leverage the Ops Guide agent in automation rules to automate and simplify your workflows.

For example, use Ops Guide to:

• Create incidents with the right details from alerts.

• Auto-triage incidents and assign priority and responders.

• Auto-create comprehensive PIRs when after an incident is resolved.

Read more about using Ops Guide in automations.

Train and educate your teams

Training and education are key to helping your Ops teams understand what the AI features can do, why they matter, and how to use them effectively. Without that, teams might ignore these powerful tools or use them incorrectly. Clear, hands-on learning builds trust in AI and ensures teams can get real value - like faster incident response and lower MTTR - from these features.

Help us improve

Your feedback is essential for us to continually improve our AIOps features. It’ll help us understand what’s working, what’s confusing, and where the AI might be missing the mark. By learning directly from your experiences, we can fine-tune models and improve usability, making the features more effective and valuable for you over time. Use the in-product feedback module or reach out to your Atlassian account representatives to share your feedback with our Product team.