Managing operations in Compass and Jira Service Management at the same time

When you migrate from Opsgenie to Jira Service Management or Compass, Operations will function across both products if they’re part of your Atlassian site. This means that alerts, on-call schedules, escalation policies, and integrations remain synchronized, with a single source of truth across Jira Service Management and Compass.

However, depending on your chosen migration product, there are key differences in how Operations integrates into service management vs. developer operations workflows. 

How Operations works in Jira Service Management and Compass

Operations is now a platform-wide capability, meaning:

• Whether you’re on Compass or Jira Service Management, you don’t need a separate license for Operations.

• If you have both Jira Service Management and Compass in the same site, you’ll see a shared Operations platform.

This ensures that alerts and on-call schedules are accessible in both products, providing continuity regardless of which product users work in.

However, migration requires selecting one primary destination product (Jira Service Management or Compass). This choice impacts licensing and cost estimation but does not prevent users from purchasing additional licenses later.

Key differences between Operations in Jira Service Management and Compass 

Migrating to Compass when you have a Jira Service Management on your site

If you already have Jira Service Management and choose to migrate to Compass (or vice versa), your primary migration product will display the migration guide.

• All alerts, on-call schedules, integrations, and policies will sync across both products.

• Operations configurations will remain consistent, with one source of truth for both platforms.

• Users will not require licenses to both products—they will only receive licenses for the selected migration product.

Managing notifications across Jira Service Management and Compass

Notifications (SMS, email, voice) are based on user licenses. 

The rules for notifications are:

• If a user has only a Compass license, they receive Compass-branded notifications.

• If a user has only a JSM license, they receive JSM-branded notifications.

• If a user has both licenses, they receive JSM-branded notifications.

This ensures that notifications remain consistent with the user's primary platform.

How operations roles work across both products

Regardless of which product you migrate to, the following Operations features are shared across both platforms:

• 警告

• オンコールスケジュール

• エスカレーションポリシー

• ルーティングルール

• 連携

• Policies and configurations

Since Operations has one source of truth, making changes in Jira Service Management will automatically reflect in Compass and vice versa.

Best practices for managing Operations across both products

• If your team handles incidents, consider managing incident related operations in Jira Service Management. If you manage component reliability, Compass may be more suitable. 

• Review and adjust escalation policies to ensure they align with your team’s workflows.

• Monitor notifications to confirm users receive alerts based on their assigned product licenses.

• Ensure integrations are properly configured in both products to avoid any unexpected behavior.

• Communicate with your team so they understand how alerts and operations will function post-migration.