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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

Create or join conference call from an incident

Inbuilt conference calls are only available on Jira Service Management Premium and Enterprise plans. If you’re on our Free plan, you’ll need to upgrade to use the features mentioned on this page. Find out more about Jira Service Management plans and pricing.

You’ll need permission to start or join a conference call. If you’re an admin, learn how to set permissions for the Incident Command Center in Opsgenie.

Video and voice call are vital tools that allow you and your team to swarm on incidents. You can access incident conference calls in Jira Service Management when dealing with an incident by joining or starting a call from the Details section to the right of the issue view.

To start a new incident conference call:

  1. Go to Incidents and select an incident.

  2. Find the Conference call field in the Details section to the right of the issue view

  3. Select Start call. This will open a new tab.

  4. Check your video preview, and review your video and audio sharing preferences.

  5. Select Enter session

To join an existing incident conference call:

  1. Go to Incidents and select select an incident.

  2. Find the Conference call field in the Details section to the right of the issue view

  3. Select Join call. This will open a new tab.

  4. Check your video preview, and review your video and audio sharing preferences.

  5. Select Enter session.


Instructions for release track users

Currently, agents must switch to Opsgenie to create and respond to major incidents. Soon, agents will be able to mark incidents as major directly from Jira Service Management instead of switching to Opsgenie. You will still be able to access all your previous major incidents in Opsgenie.

Video and voice call are vital tools that allow you and your team to swarm on major incidents. You can access incident conference calls in Jira Service Managementwhen dealing with a major incident by selecting ‘Join’ or ‘Start’ in the Communications section to the right of the issue view.

To start a new incident conference call:

  1. Go to Incidents and select Ongoing under Major incidents.

  2. Find the major incident you would like to start a conference call for.

  3. Select Start in the Command Center column. This will open a new tab in Opsgenie.

  4. Check your video preview and review your video and audio sharing preferences.

  5. Select Start session.

To join an existing incident conference call:

  1. Go to Incidents and select Ongoing under Major incidents.

  2. Find the major incident you would like to join an ICC session for.

  3. Select Join in the Command Center column. This will open a new tab in Opsgenie.

  4. Check your video preview and review your video and audio sharing preferences.

  5. Select Enter session.

Additional Help