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Communicate outages, maintenance, and other key information with stakeholders

Outcome
Your team will demonstrate communication and deflection in Atlassian products.
Processes
  • Establish a communication plan for various incident types
  • Set the announcement banner in a Jira Service Management (JSM) portal
  • Set the announcement banner for the help center
  • Use Statuspage to communicate changes throughout an incident
  • Use Statuspage to communicate standard IT messages
    • Practice area(s)
    Incident management, request management, and change enablement
    Product(s) in scope
    Jira Service Management (Premium or Enterprise), Opsgenie, and Statuspage
    Role(s)
    Technical SME, Support SME, Incident Manager, Problem Manager, Change Manager, and Technical Lead
      
    Step
    Process
    Notes/Resources
    1
    Set the announcement banner for the help center as an administrator.
    Settings > Products > Jira Service Management > Configuration
    Add announcements to your help center or portal
    Alternatively, the announcement banners can be added via the Customize link on the help center portal.
    2
    Set the announcement banner for the help center as an agent.
    Allow agents to add portal announcements: Project Settings > Portal Settings > Announcements
    Add announcements to your help center or portal
    Agents can add the announcement via the Customize link on the help center portal.
    3
    Create an active incident in Statuspage.
    The announcement shows up in the help center.
    4
    Create a future maintenance window.
    The announcement shows up in the help center during the designated time period.
    5
    Create a major incident in Opsgenie/JSM.
    The announcement shows up in the portal.
    6
    Create multiple major incidents in Opsgenie/JSM.
    A generic notice will show up in the portal.
    Set up an on-call schedule for a team

    Previous step:

    Next step:

    Process a change record

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