"Escalate to Major incident" button is missing

[Jeret Shuck]

Hello Jira Community!

I have created a new Jira Next-Gen project to check out the new ITSM features. I believe I followed the documentation to setup Opsgenie and enable escalations of major incidents.

However, for some reason when incidents are created they're still not showing the "escalate to major incident" button. See here:

From what I can tell on the documentation, there should be a new button there allowing me to escalate to a major incident. Any thoughts?

[Liron]

Hi Jeret thanks for your question. 
At the moment majority of the new ITSM features are within ITSM project types , which are all classic projects. Next gen templates do not have this kind of ITSM support when it comes to escalating to major incidents in opsgenie. 
Hope this helps ! 
Liron  

[Hanna_Kukharenka]

Hello, @Liron I have a similar problem with the only difference that i am looking for the button from the Jira issue that is located in the Jira service management project. We have the Opsgenie webhook configured and are receiving the alerts from the service management projects. I cannot find anything in the documentation to give me a hint why the button did not show up. Any suggestion will be appreciated.

Thanks,

Hanna

[Liron]

Hi Hanna, which button are you referring to? 

[Jeret Shuck]

Hi @Liron - I believe Hanna is referring to the "Create major incident" button seen here:

I also have the same question. We have a legacy "Jira Service Management Project"

I've enabled all the "OpsGenie" features, however, I still don't have the button referred to above, I also don't see the "services" link under the "operations" section as expected.

[Hanna_Kukharenka]

@Jeret Shuck i ended up opening a ticket for support. Here is what i found. Apparently sometimes last fall Atlassian released set of new templates for the service management project. One of the template called ITSM. I.e. other service desk projects created from different templates will have some but very limited Opsgenie features. Try to create a new Service management project  using the ITSM template to see it yourself. 

There's not a way to automatically switch your project to the ITSM template, but you can use the instructions in this doc if you want to move your existing issues over to an ITSM project:

https://support.atlassian.com/jira-service-management-cloud/docs/can-i-move-my-existing-project-to-the-new-itsm-template/

Also another note - the Create Major Incident button will appear only under specific request type (System-Incident), based on my observations you need to ensure the Issue type has the request type associated to it otherwise the button will also not  be available. (We are creating tickets from Jira, not from the portal and request type does not auto-populate in such case).

Hope it helps.

Thanks,

Hanna

[Liron]

Hi Jeret, just checking my answer above makes sense?

Thanks

Liron

[Jeret Shuck]

Hi Liron, it does. However, it seems like there are only specific request types that allow the button to show up. That's still a little fuzzy to me as to which ones allow for a major incident escelation. I created a new project with the new ITSM out of the box and it seemed to work.

Secondly, we have a pre-existing Service Project that we'd like to use some of the new features on, most importantly the ability to creates "services" and promote issues as major incidents. I'm unsure how to turn that on for a pre-existing project. Any help here would be appreciated.

[Liron]

Hey Jeret, 

The major incident escalation is only available from incident objects within the ITSM project type. Would love to understand other usecases that would require other types of tickets to be escalated as a major incident?

Also, with pre existing service projects and adding ITSM features to them - we are working on enabling that in the coming months.

Cheers,

Liron