Skip to main content

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
    Respond to and resolve a major incident 1
    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

    Previous step:

    Next step:

    Configure alert creation

    Was this content helpful?

    Connect, share, or get additional help

    Atlassian Community

    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.

    Learn More