JSMResponder Training
Responder Quick Reference — Reference resourceuntimed

Reference

Responder Quick Reference

Keep this open during your on-call shift

This page stays available after the session. It is written for the moment you are woken up, not for study.

Key Concept

The notification is not the work item. The alert in JSM is.

The golden flow

The responder golden flow

  1. Notification
  2. Open Alert
  3. Assess
  4. Acknowledge
  5. Investigate
  6. Collaborate / Escalate
  7. Incident — when warranted
  8. Resolve
  9. Close

Every alert, every time.

Common situations

I just received an alert

Open the alert in JSM and work it there. The notification only told you that work exists.

  1. Open
  2. Assess
  3. Acknowledge
  4. Investigate
  5. Collaborate
  6. Resolve
  7. Close

I need help with an alert

Do not forward the notification email — forwarding does not add anyone to the response or move ownership.

  • Add a responder
  • Add a team where appropriate
  • Add context as a note
  • Reassign if ownership truly belongs elsewhere

I need to know who's on-call

Go to the relevant team's on-call view in JSM Operations. It shows who is on-call now and who is next.

  1. Operations
  2. Teams
  3. On-Call

I need to manually start an incident

Raise it from the JSM portal using the appropriate service offering, and choose standard or major. You initiate the operational process; you do not need to know the technical mechanism behind it.

  1. JSM Portal
  2. Service Offering
  3. Incident

This alert may be part of a larger outage

Look for the wider pattern before working the alert in isolation, then decide whether broader incident coordination is warranted.

  • Related alerts
  • Service impact
  • Existing incident
  • Alert groups where applicable

I acknowledged something by mistake

Say so on the alert. Add a note explaining that you are not the right responder, then add the correct responder or team, or reassign it so ownership genuinely moves. Do not simply leave it acknowledged and unattended — an acknowledged alert looks like it is being handled.

I am not receiving notifications

Check your own configuration first. If everything looks correct, contact the appropriate JSM administrator or support team.

  • Personal notification preferences
  • Contact methods
  • Jira mobile configuration
  • Current on-call status

I need another team involved

Use the responder and team functionality on the alert or incident instead of forwarding notification emails. That is what formally engages them and makes their participation visible.

  1. Alert / Incident
  2. Add Responder
  3. Team

Key concepts

If you remember nothing else from the session, remember these.

Concept 1

The notification tells you work exists. The alert is where you work it.

Concept 2

Acknowledge means ownership.

Concept 3

Forwarding an email does not transfer operational responsibility.

Concept 4

Alert ≠ Incident.

Concept 5

Bring responders into the operational record.

Concept 6

One outage may generate many alerts.

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