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Who are alert responders?

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.

Alert responders are individuals, teams, or escalations, designated to receive notifications and take immediate action when an alert is triggered. They play a vital role in the response process by promptly acknowledging, investigating, escalating, and closing alerts.

Jira Service Management provides a flexible and configurable framework for assigning alert responders, ensuring that the right people are notified and empowered to respond effectively.

Notification and alert ownership

Jira Service Management can automatically identify the alert responders based on rules and policies and can notify the responders. But users can manually add responders as well. This ensures that the right individuals are immediately aware of the situation and can take appropriate action. When responders are assigned, everyone knows who is responsible for the resolution of the alert.

A responder can be:

  • Individuals

  • Teams

  • Schedules — the current on-calls will be notified

  • Escalation policies — the corresponding users will be notified

Alert responders can be assigned at different stages of the alert lifecycle:

  • During alert creation: Responders are added based on integration rules when the alert is created.

  • During escalations: When the alert is created, all responders in the escalation policy are added to the alert as alert responders. However, they will be notified according to the rules defined in the escalation policy.

  • User actions: Users can manually add the responders to the alert from the alert detail.

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