How services work with incidents
Who this is for: Responders, on-call engineers, and incident managers who handle incidents in Jira Service Management. If you're new to services, start with What are services?. If you need to set up services first, see Configure your service catalog: settings, permissions, and references.
About alerts and services: Adding a service to an alert doesn’t change alert routing, but it can help investigation and AIOps flows. If an incident is created from an alert, the service on the alert carries into the incident.
Services aren't available on the Free plan after 31 July 2026. Upgrading to any of our paid plans (Standard, Premium or Enterprise) will unlock access to Services.
Services give your team a shared inventory of what you run and who owns it. When something breaks, adding a service to an incident brings that context into the response — so your team can see dependencies, find owners, and track impact without leaving the incident view.
Add a service to an incident
To connect a service to an incident, add it to the Affected services field on the incident.
Once a service is added:
Dependencies are visible from the incident view. Services that the affected service depends on (upstream) and services that depend on it (downstream) appear in the incident, based on the references you've mapped. See Configure Services: settings, permissions, and references.
The incident appears in Compass. If your organization has both Jira Service Management and Compass active, the incident shows up against the matching Compass component — giving your engineering teams visibility without switching tools.
Adding a service to an incident does not automatically notify the owner team or set the incident priority. To route notifications to the owner team, add them explicitly as responders. To set priority based on service tier, build an automation rule that does it.
What to set up for best results
For the dependency and Compass views to be useful during an incident, make sure each service has an owner team, a tier, and references mapped to upstream and downstream services. See Configure your service catalog: settings, permissions, and references for how to set these up.
What to watch out for
Unmapped references leave blind spots. The dependency view on an incident only shows services that have references mapped. If your services aren't connected, the impact picture will be incomplete during an incident.
Tier doesn't affect incident priority on its own. If you want incident priority to follow service tier, build an automation rule that sets priority based on the affected service's tier — it doesn't happen automatically.
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