Section 1 · 10 min
Your New JSM Response Flow
From notification to resolution
This session is for responders moving from Opsgenie to Jira Service Management Team Operations. Before we look at any screens, we start with how response should actually work.
The golden flow
This is the canonical responder journey, and it comes back throughout the course. Select any step to see what it means in practice.
Acknowledge = ownership
Acknowledge = I have seen this alert and I am taking responsibility for responding to it.
Do not acknowledge to silence
Do not acknowledge an alert simply to silence the notification if you are not taking responsibility for it.
Getting help: what to avoid, what to do
Avoid
- Alert Email
- Forward Email
- Another Person
Preferred
- Alert Notification
- Open Alert
- Acknowledge / Assign
- Add Responder or Team
- Collaborate in JSM
Forwarding a notification email does not transfer operational ownership. Use the alert itself to assign responsibility and engage responders.
Orientation: Opsgenie → JSM
Most response concepts remain familiar. The interface and the surrounding Jira context are what change.
| Opsgenie | JSM Team Operations | What it means for you |
|---|---|---|
| Alerts | Alerts | Same concept, new home in JSM Operations. |
| Acknowledge | Acknowledge | Same meaning: you are taking responsibility. |
| Close | Close | No further operational action required. |
| Alert Owner | Alert Assignee | Naming changes, ownership intent is the same. |
| Responders | Responders | Still how you pull people and teams in. |
| Teams | Teams | Teams remain the unit of operational ownership. |
| On-Call | On-Call | You can still see who is on-call right now. |
| Schedules | On-Call Schedules | Viewable by responders; administered elsewhere. |
| Escalation | Escalation | Still brings extra attention when nobody responds. |
| Incidents | JSM Incidents | Coordination record for bigger responses. |
| Opsgenie Mobile | Jira Cloud Mobile | The mobile responder app changes — install it early. |
How the session runs
90 minutes of training, 30 minutes of Q&A
- 1. Golden Flow & Orientation10 min
- 2. Finding Your Work10 min
- 3. Responding to an Alert20 min
- 4. On-Call & Notifications10 min
- 5. Jira Cloud Mobile10 min
- 6. Alert → Incident10 min
- 7. Working an Incident10 min
- 8. Manual Incidents + What's New10 min
What this course answers
- • What stayed familiar from Opsgenie?
- • What changed in JSM?
- • Where do I find my operational work?
- • What do I do when I receive an alert?
- • How should I collaborate with other responders?
- • When does an alert become an incident?
- • How do I work an incident?
- • How do I manually initiate an incident?
- • What should I verify before cutover?