Respond to and resolve a major incident

Respond to an outage that impacts customers

Respond to and resolve an incident

Respond to an outage that is not customer-facing

Configure alert creation

Create and customize alerts from integrated alert sources

Configure alert notification

Ensure alerts are transmitted and escalated

Set up an on-call schedule for a team

Create a custom on-call schedule

Communicate outages, maintenance, and other key information with stakeholders

Create a communication plan using Jira Service Management and Statuspage

Process a change record

Enrich a change request and champion approval

Manage change risk

Use the change calendar and automation to identify conflicts

Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

Respond to and resolve requests

Use Jira Service Management to expedite a resolution

Automate the lifecycle of a request

Use automation to handle recurring tasks

Establish a schema that can be used throughout Jira Service Management

Create a schema to enrich issues across Jira Service Management

Import data to a schema and populate objects

Populate a schema that can be used across JSM

Embed an Assets field in a customer-facing request form

Expedite resolutions by linking Assets data

Allow for approvals in a workflow

Demonstrate an example of how approvals work

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

Create a complex portal form

Understand how and when to use ProForma

Cross-link tickets and/or articles to add context to an issue

Enrich a Jira issue with contextual links

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

Collaborate with non-agents in Jira Service Management projects

Learn how to work with non-agents using Jira Service Management

Report on issue data over time

Measure time-based and success-based metrics

Add, remove, or modify a request type in the portal

Learn how to create and organize request types to serve customers

Submit, evaluate, and decline or promote initiatives

Manage ideation to promote new opportunities

Working with forms

Use forms in your daily work to support customers

Report with Atlassian Analytics

Gain greater visibility into performance

Configure data connections for Atlassian Analytics and Atlassian Data Lake

Create a source of truth across platforms

Configure conversational ticketing with chat in Jira Service Management

Provide support via Slack

Configure conversational ticketing with Halp

Provide support via Halp

Provide conversational ticketing with chat in Jira Service Management

Allow customers to get help via Slack and JSM chat

Provide conversational support with Halp

Understand Halp and how to create a channel

Respond to and resolve an incident

Outcome	Your team will demonstrate their response, communication, investigation, resolution, and documentation of an unplanned outage in Jira Service Management (JSM) that is not customer-facing.
Processes	Define incident roles Train incident teams Acknowledge alerts Engage team Communications Incident investigation Engage internal teams Linked issue Change request Monitor fix Post-incident review or Post-mortem, retrospective Include alert and trigger data Problem ticket
Practice area(s)	Incident management
Product(s) in scope	Jira Service Management (Premium or Enterprise), Opsgenie, and Statuspage
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, and Team Member

Step	Process	Notes/Resources
1	DETECT Make sure you select the appropriate service when creating an incident or alert. Path 1: Create an incident as an end-user from the portal. Path 2: 1. As an agent, create an alert. 2. Acknowledge the alert. (JSM will automatically create an incident.)
2	COMMUNICATE The end-user receives all activity-related notifications. The agent and stakeholders receive all relevant notifications.	Integrate Opsgenie with Statuspage Turn customer emails on by enabling the mailbox and default email account. Project settings > Email & project settings > Customer notifications - Project settings > Notifications
3	INVESTIGATE 1. Initiate the investigation by assigning/auto-routing to the concerned group or individual. 2. Investigate potential causes via incident investigation. Review timelines of deployment. 3. Add a bug in Jira Software if the incident is due to a bug. 4. Communicate with the development team. 5. Open a change request and link to the incident.	The resolution to the generic incident could take one or more of these paths.
4	COMMUNICATE Update the end-user with the related activity notifications.
5	RESOLVE 1. Resolve the incident. 2. Close the related alert (if any).
6	RESOLVE Close the incident.

Respond to and resolve a major incident

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Configure alert creation

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Respond to and resolve an incident

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Purpose-fit guidance and support to ensure your team's success

Each deployment of Atlassian products is unique, so we offer a breadth of services to design, implement, and optimize solutions for scale.