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Escalate an incident to Opsgenie

As of December 10, 2021, agents can mark incidents as major directly from Jira Service Management Cloud instead of switching to Opsgenie.

Previously, when agents needed to respond to an incident urgently, they had to create a major incident from Jira Service Management Cloud and switch to Opsgenie to manage it. This cost agents a lot of time trying to find information about the major incident.

You can still access all your previous major incidents in Opsgenie.

A user should “escalate” an incident if the incident could be a major incident - such as a serious disruption to services (depending on your organization’s definition).

There are two main ways to escalate an incident - either mark the incident as major in Jira Service Management, or link it to an ongoing Opsgenie incident. For the latter, you must be connected to an Opsgenie site.

To mark the incident as major, you can simply turn on the Major incident toggle from your issue view. This will highlight the incident as major and move it to a different queue. Learn how to mark an incident as major.

Marking an incident as major doesn’t create an incident in Opsgenie.

To link a major incident to an Opsgenie incident:

  1. From your service project sidebar, select Incidents.

  2. Select Opsgenie incidents from the navigation on the left and switch to Opsgenie.

  3. From Opsgenie, create a new incident or go to an ongoing incident that you want to link to this incident.

  4. From the detail of the Opsgenie incident, select Link request from Jira Service Management requests.

  5. Search for the incident in Jira Service Management and select Link.

Responders of the Opsgenie incident will be aware of the incident in Jira Service Management.

Note: When the Opsgenie incident is resolved, the original incident it was escalated from will also need to be resolved manually - the original incident will not automatically update.

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