Group alerts using Atlassian Intelligence

What’s alert grouping?

Alert grouping by Atlassian Intelligence uses both Atlassian’s machine learning in addition to generative AI to group related and similar alerts and to provide insightful suggestions. This is helpful for the on-call members of your team - rather than addressing each alert individually, they can get a comprehensive overview of similar alerts in the system and handle them all together. This reduces the number of alerts they have to tackle, allowing them to focus on the most critical and relevant issues. It also helps them take the correct next steps, such as creating an incident for the grouped alerts and gaining knowledge from them. Over time, the Atlassian Intelligence system will learn to understand new types of alerts, identify and predict patterns more accurately, and get better at grouping because of user feedback, making your incident resolution faster than ever.

How does alert grouping help on-call teams?

Alert grouping is a key AIOps feature that can offer various benefits.

Noise reduction: Alert grouping reduces alert noise, prevents alert fatigue, and reduces the cognitive load the on-call personnel has to tackle otherwise.

Problem detection: You can quickly recognize common patterns by looking at the summary of the alerts in a group. The summary contains valuable information, such as the count of similar and related alerts, tags, and so on.

Escalation to incidents: By looking at repeating patterns within alert groups, you can escalate alerts to incidents faster and more efficiently over time.

View alert groups

In addition to the List view and Detail view that you use to view and organize your alerts in the operations space for your team or yourself as an on-call agent, you can now switch to the AI view powered by Atlassian Intelligence to get an overview of similar alerts that are intelligently grouped.

To view alerts grouped by Atlassian Intelligence:

1. Activate Atlassian Intelligence if you haven’t done so already.
   You must be an organization admin to activate Atlassian Intelligence for Jira Service Management.

2. Go to the Alerts list from either Your Work or your team’s Operations.

3. Switch to AI view.

The AI view shows basic metrics associated with alert groups created, if any, in an expandable/collapsible section:

• Noise reduction
  The percentage reduction in the volume of alerts as a result of grouping. It's a function of the alert pattern, which means the more similar the alerts are, the higher the number of groups created. This results in fewer individual alerts and hence, less noise.

• Groups created
  The number of groups created since you started using the Alert grouping feature.

Bulk actions for alert groups

In cases where alerts may indicate a significant problem requiring specialized management, you can escalate the alert to an incident. You can do this by creating an incident by selecting alerts from the alert list or linking them to an existing incident. Read more about creating incidents from alerts.

If your selection only includes individual alerts, all the actions in the List view are also available in the AI view. If your selection is a combination of both groups and individual alerts, however, the following actions apply:

• Create an incident: Select individual alerts and groups as needed and select Create incident.

• Link to an existing incident: Select individual alerts and groups as needed and select Link incident.

View details of a group

To view the details of a group of alerts at a deeper level:

1. From the AI view, select any group.
   The Alerts tab opens by default.

2. Optionally, make a team member the assignee of the group. An assignee is a team member who owns the group.
   The group has no assignee by default.

In the group detail view, the following details are available:

Bulk actions for alerts in a group

You can perform bulk actions on multiple alerts as you do in the alert list view. To acknowledge, close, create an incident, link an incident, or execute other available actions, you can select multiple alerts in the group and apply the action.

Insightful suggestions

Based on the alert groups created, Atlassian Intelligence makes insightful suggestions in terms of past responders, and past alert groups, to help the on-call teams to respond faster.

Create an incident

To create an incident from the alerts in a group:

1. Select alerts in the group as appropriate.

2. Select Create incident. You can also do this from the What more can you do? panel.
   The Create issue dialog comes up. Atlassian Intelligence suggests a title, a description, and a priority for the incident you’re creating.

3. Edit any AI-suggested value in the form as necessary. Also, use the thumbs-up or thumbs-down icon to let us know if they make sense or not.

4. Select Create.

Reach out to past responders

To help you quickly identify who might be best equipped to deal with a specific issue, Atlassian Intelligence suggests responders who have dealt with similar alerts before. This way, you can save time finding the right person and potentially resolve the issue more efficiently.

Check the history of similar alert groups

Atlassian Intelligence also suggests similar alert groups from the past based on their semantic similarity with the current one or tags used, to help you identify patterns or recurring issues over time. By comparing the current alert group with past ones, you can find out if a similar situation occurred before and understand how it was handled. This can improve your decision-making process and potentially lead to more efficient problem-solving.

Let us know what you think

As you go through the various stages in the experience (AI view, group detail view, and Incident creation), use 👍 or 👎 for any Atlassian Intelligence-generated input or values to let us know if they made sense to you or not. For example, if you believe an alert should not have been put into a particular group, select the thumbs-down icon and the share details.

Frequently asked questions

How is Atlassian protecting your data?

This particular Atlassian Intelligence feature uses both Atlassian’s machine learning in addition to generative AI. Our machine learning model is individually trained for each customer, to better identify and enhance the grouping of similar alerts within your instance. The training is customer-specific - your data isn’t used to train a model for other customers, or shared between customers. Additionally, as with all of our Atlassian Intelligence features, your data isn’t used to train any LLMs.

Alert grouping takes into account user access permissions. You’ll be able to see an alert group even if you have access to only one alert in that group. For instance, Atlassian Intelligence groups 50 alerts based on their tags and semantic similarity and you have permissions to view only 30 of them, you’ll only see those 30 in the group and its detail view. The same applies when you create an incident from an alert group as well, which means only those alerts in the group that you have permissions to view will be linked to the incident.

For more information about Atlassian Intelligence, visit our Trust Center or any of the following links:

• What is Atlassian Intelligence? | Atlassian Support

• Activate Atlassian Intelligence for your products | Atlassian Support

• Troubleshoot Atlassian Intelligence | Atlassian Support

• Learn about Atlassian Intelligence | Atlassian Support