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What are alert actions?

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.

Once an alert is created it needs to be managed. Alert actions provide a range of functionalities to manage and respond to alerts effectively. With alert actions, your team can know if the alerts are being seen and notify the correct people, reallocate them when necessary, add notes and attachments, and direct the alert to gather more information. Read more about alerts.

Actions to manage the lifecycle of an alert

Acknowledge

The "Acknowledge" action allows responders to indicate their awareness and ownership of an alert. Once the responder acknowledges the alert they become a responder and assignee of the alert. By acknowledging an alert, the assigned responder signifies their commitment to handling the alert, avoiding duplication of efforts, and promoting accountability within the team. When an alert is acknowledged, all escalation rules that apply to the alert also cease.

Unacknowledge

This action reverses the actions of the Acknowledge action. The alert will revert back to its Open status, the notification flow will start from the beginning and the alert will become unassigned.

Snooze

Temporarily pauses notifications for an open alert. By snoozing an alert, teams can focus on critical tasks without being interrupted by unnecessary notifications. Once the snooze period ends, notifications will resume.

Escalate to next

This action allows users to manually trigger the escalation of an alert to the next level in the predefined escalation policy. Learn more about alert escalation.

Close

Once the alert is resolved or no longer requires attention, the "Close" action marks the alert as resolved. Closing alerts not only provides a clear indication of completed tasks but also allows teams to focus on open and ongoing alerts, improving overall response management efficiency.

Bulk actions

Bulk actions allow users to perform Acknowledge and Close actions on multiple alerts simultaneously. Users can quickly acknowledge or close multiple alerts with a single action.


Actions to manage the information of an alert

Assign

This action enables the assignment of ownership of an alert to a specific user. By assigning an alert, you designate an individual as the primary point of contact for alert resolution, streamlining communication, and ensuring clear responsibility.

Add responder

The alert responders ensure that the right individuals or teams are notified. By adding responders, you expand the circle of those responsible for the resolution and ensure that critical information reaches the relevant stakeholders.

Add note

Add note action allows users to provide updates, additional context, or instructions related to the alert. Notes can be added at any stage of the alert's lifecycle, enabling responders to share important information, document progress, or communicate the next steps, facilitating effective tracking and knowledge sharing.

Add attachment

Jira Service Management supports the attachment of files to alerts, facilitating the sharing of supplementary information. Whether it's graphs, log files, or configuration change history, attachments enrich the alert and provide recipients with valuable context, aiding in rapid triage and decision-making. Just so you know, the Jira Cloud mobile app doesn’t support adding attachment yet.

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