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What are alerts?

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

Alerts play a crucial role in modern IT operations and incident response processes. They provide real-time information about potential issues, anomalies, or critical events that require immediate attention.

In Jira Service Management an alert is an event that signifies a deviation from normal operations or a condition that requires attention. They are generated by various monitoring, logging, and ticketing tools integrated with Jira Service Management and they are typically routed to the appropriate individuals or teams responsible for addressing them. Thus, informing IT and DevOps teams about system events, issues, or service disruptions that require attention.

By centralizing and consolidating these alerts, Jira Service Management enables teams to efficiently manage, prioritize, and respond to events generated by the integrated tools.

Alert’s lifecycle

An alert in Jira Service Management is not just a static piece of information—it is a living entity that undergoes a lifecycle from creation to resolution. Throughout its lifecycle, an alert captures and retains valuable information that helps in investigation, analysis, and resolution. Understanding the lifecycle of an alert and the significance of its fields is vital for an effective response process. Read more about alert fields.

By understanding that an alert is a living entity with informational and historical details, responders can leverage the information stored within each alert to gain insights, make informed decisions, and resolve alerts efficiently. The fields within an alert, combining the informational and historical aspects, ensure that the necessary context, actions, and collaboration are facilitated throughout the entire alert management lifecycle.

Alert responders

Alert responders are individuals, teams, schedules, and escalation policies who are assigned to an alert, and responsible for receiving notifications, acknowledging the alert, and taking appropriate actions to address the problem.

Alert responders serve as the first line of defense, ensuring that the right actions are taken to mitigate the impact. Their involvement and timely response can make a significant difference in resolving issues efficiently and preventing further escalation. Read more about alert responders.


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