Feature changes and deprecations in Jira Service Management
See a detailed comparison of Opsgenie features and their availability in Jira Service Management after migration. View which features are automatically synced, which require manual configuration, and which have been deprecated or replaced with alternative solutions.
Use this guide to understand how your alerts, notifications, integrations, and on-call configurations will function in Jira Service Management and to ensure a smooth transition with minimal disruptions to your workflows.
Feature name in Opsgenie | Availability in Jira Service Management | Migration and Configuration Details |
Alerts | Available in all plans. | Auto-synced. No additional configuration required. |
Notifications - Contact Methods |
| Auto-synced, but requires downloading the Jira mobile app and updating settings in the Migration Guide. New vCards available for SMS and Voice. |
Notifications - Notifications | Available across all plans. Rule creation is limited in Free and Standard plans. | Auto-synced. No additional configuration required. |
Notifications - Quiet and Mute hours | Available in all plans. | Auto-synced. No additional configuration required. |
Forwarding Rules - Forwarded to you and by you | Available in all plans. | Auto-synced. No additional configuration required. |
Global Policies - Alert and Maintenance |
| Auto-synced. No additional configuration required. |
All schedules - All global and team schedule list page | Available on Standard, Premium and Enterprise. | Auto-synced. No additional configuration required. |
All escalations - All global and team escalation list page | Available on Standard, Premium and Enterprise. | Auto-synced. No additional configuration required. |
Integrations - Incoming | Available in all plans. | Auto-synced. No additional configuration required. |
Integrations - Global | Only in Premium and Enterprise. | Auto-synced. No additional configuration required. |
Integrations - Outbound, bidirectional with ITSM | Only in Premium and Enterprise. | Auto-synced. No additional configuration required. |
Integrations - Advanced alert customization | Only in Premium and Enterprise. | Auto-synced. No additional configuration required. |
Integrations - With in-house/On-prem systems (OEC-Opsgenie Edge Connector) | Only in Premium and Enterprise. | Must be reconfigured as Jira Edge Connector (JEC) after migration. |
Incoming Call Routing | Only in Premium and Enterprise. | Auto-synced for Twilio-owned numbers. Atlassian-owned numbers require manual porting before migration. |
Jira Software and Jira Service Management Sync |
| Auto-synced. No additional configuration required. |
ChatOps - Incident Management (via Slack, MS Team and Zoom) | Only in Premium and Enterprise. | Must be re-authenticated. |
ChatOps Alert Management - (Integrations with Slack and MS teams) - Team Integrations | Available in all plans. | Must be re-authenticated. |
ChatOps Alert Management - (Integrations with Slack and MS teams) - Global Integrations | Only in Premium and Enterprise. | Must be re-authenticated. |
Heartbeats | Only in Premium and Enterprise. | Auto-synced but some addition work required in cases where heartbeat as emails are referenced to update the heartbeat email domain. |
User | All roles are available, but Stakeholders are only supported in Premium and Enterprise plans. | Auto-synced. No additional configuration required. |
Roles | Only in Premium and Enterprise. | Auto-synced, but some custom roles for incidents aren't migrated, and admin rights need to be reassigned in Jira Service Management. |
Logs | Available in all plans. Premium+ Users should be able to access the customer logs API | Auto-synced. No additional configuration required. |
GitLab | Only in Premium and Enterprise. | GitLab won't be auto-synced. You can configure it again in Jira Service Management.
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General - Timezone + Heartbeat configurations + Deleted Users + HIPAA | Managed through Atlassian account. HIPAA compliance is available only in Premium and Enterprise plans. |
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Central Notification Templates | Only in Premium and Enterprise. |
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On-call | Available across all plans with some limits:
| Auto-synced. No additional configuration required. |
Services | Available in all plans. | Auto-synced. No additional configuration required. |
Incident Rules | Available in all plans as Automation. | Alternative: Automation rules – Controlled by the number of rules per user per month, varying across plans. |
Team Members | Available in all plans. | Auto-synced. No additional configuration required. |
Team Custom Roles | Only in Premium and Enterprise. | Auto-synced. No additional configuration required. Managing team members and incident configurations is deprecated and won’t be migrated. |
Team Policies (Alert and Notification policies) | Only in Premium and Enterprise. | Auto-synced. No additional configuration required. |
Maintenance team policies | Available in all plans. | Auto-synced. No additional configuration required. |
Actions | Available in all plans as Automation. | Alternative: Automation rules – Controlled by the number of rules per user per month, varying across plans. |
Incidents |
| Incidents and Post-Incident Reviews (PIRs) will be automatically migrated with no additional configuration required. |
Who is on-call | Available in all plans. | Auto-synced. No additional configuration required. |
Teams | Available in all plans. | Auto-synced. No additional configuration required. |
Analytics | Available in Premium and Enterprise plans except for Notification analytics which is available starting from the Standard plan. | Auto-synced. No additional configuration required. |
Deprecated features in Jira Service Management
The following Opsgenie features won’t be available in Jira Service Management because they have been deprecated or replaced with better alternatives:
Slack integrations for Incidents in Opsgenie won’t sync with Jira Service Management – You can connect Slack, Zoom, and Microsoft Teams with incidents in Jira Service Management and use automation rules to configure these chat tools.
Incident Command Center – This feature isn’t supported in Jira Service Management as it has been deprecated. Read the announcement. Jira Service Management provides better alternatives, such as integrated chat tools and stakeholder roles.
Conference rooms – Replaced by Incident Configurations.
Incident Templates – Replaced by Incident Configurations.
Response Roles – Replaced by Incident Configurations.
Email Templates – Replaced by Incident Configurations.
API Key Management – Replaced by Atlassian Authetication
Edge Encryption – Replaced by BYOK (Bring Your Own Key) in Jira Service Management.
Team-level details like Activity Streams and Conferences – These features have been deprecated due to low usage in Opsgenie. Team-level operations activity hasn’t been included in Jira Service Management.
MSP (Managed Service Provider) – Opsgenie-to-Opsgenie integration, which was the backbone of all sub-accounts, is no longer supported. MSP was deprecated a few years ago. Until migration, you can continue accessing child accounts, but after migration, they’ll be converted to free accounts and require their own migration path.
Old versions of some Opsgenie features: Groups, Heartbeats V1, Policies V1
Groups have been repaced by teams. You can manually convert groups to teams using a single-click button on the Groups page before migration, or we’ll automatically convert them for you during migration.
Groups used as responders – Since groups will be converted to teams, schedule start and end notifications won’t be sent to all members, as the structure has changed.
Groups used in call routing integrations – If you forward an incoming call to a group, it will call each member sequentially until it runs out of users or reaches the call limit. This isn’t possible with a team-based setup. Instead, you’ll need to update an escalation whenever a user is added or removed.
Notification Policies are now at the Team Level. With the new version, notification policies are team-based. You can convert your global notification policies manually before or after migration using a button in Settings > Global Policies. If this isn’t done before Opsgenie shuts down, deprecated policy configurations won’t be carried forward.
If an alert is set up globally with multiple responder teams and no owner team, policies will be applied differently:
If no responder team is assigned, no owner team will be set, and no policy will be applied.
If two or more responder teams are assigned, no owner team will be set, and no policy will be applied.
If a single responder team is assigned, that team will become the owner team, and its team-based policies will apply.
Users will be informed of these changes as part of the migration process.
Heartbeats are now team-based
Heartbeats have moved to a team-based configuration. You must manually update your Heartbeat settings in Opsgenie > Settings > General > Heartbeat Configuration > Activate Heartbeat. This update can be done either before or after migration but must be performed manually.
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