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Create, edit, delete an alert policy

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

Alert policies manage how alerts are generated under specific circumstances. They alter the alert's content, description, assigned responders, and other attributes during its creation. When configured correctly, alert policies can help teams identify critical alerts and take immediate action.

You can set up alert policies at either the team or global level. While the steps for creating, editing, and deleting them are the same, they follow a specific order of priority. Global alert policies take precedence over team alert policies. This means that if an alert matches both a global and a team policy, the global policy overrides the team alert policy. Additionally, the order of policies also plays a crucial role. Jira Service Management evaluates the policies from top to bottom. Read more about alert policies.

Create an alert policy

To create a new alert policy:

  1. Go to Teams from your top menu and navigate to your team’s operations from the team detail.

  2. Select Policies from your side menu.

  3. Switch to the Alert policies tab.

  4. Select Create alert policy.

  5. Enter a name and description for your policy.

  6. From Alert filters, select which alerts you want to apply this policy.

  7. If you want this policy to be applied on specific hours only, select Receive alerts during specified time slots only option.

  8. Under Alert properties, select how you want to modify the alert when this policy matches to an alert. For example, you can add specific keywords to the message, or modify a field by using the drag and drop options in the table next to the alert fields. Read more about alert actions.

  9. If you want this policy to be active immediately, select Turn on policy now option.

  10. When you’re done configuring your alert policy, select Create.

Edit an alert policy

To edit an alert policy;

  1. Go to Teams from top menu and navigate to your team’s operations.

  2. Select Policies from your side menu.

  3. Switch to the Alert policies tab.

  4. On the Alert policies list, select More (…).

  5. Select Edit to view the details of the policy.

  6. Update preferences on your policy and select Save.

You can also use the drag and drop functionality next to the policy name to change the order of your policy.

Delete an alert policy

  1. Go to Teams from top menu and navigate to your team’s operations.

  2. Select Policies from your side menu.

  3. Switch to the Alert policies tab.

  4. On the Alert policies list, select More (…).

  5. Select Delete.

  6. System will ask for your confirmation. Select Delete to confirm.

Create, edit and delete a global alert policy

Global alert policies are configured similarly to team alert policies, but with a slight difference in navigation. To create and manage a global alert policy:

  1. Select Settings (:gear:) from your toolbar.

  2. Select Products.

  3. On your side menu, navigate to Policies under Operations.

  4. Follow the steps above to create, edit or delete a global alert policy.

You can view global alert policies on your Policies page within your team's operations. However, creating and managing global alert policies requires site admin privileges. 

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