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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

  • Email and mobile push: All editions

  • SMS: Limited in Free, unlimited in Standard, Premium, Enterprise

  • Voice: Only in Premium & Enterprise

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

  • Alert policies available on Standard, Premium and Enterprise plans

  • Maintenance available in all plans.

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

  • Team-level are syncs are available in Standard, Premium, Enterprise

  • Site-level are only available in Premium and Enterprise plans.

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.

 

General - Timezone + Heartbeat configurations + Deleted Users + HIPAA

Managed through Atlassian account. HIPAA compliance is available only in Premium and Enterprise plans.

  • These settings are available under Jira Service Management General Settings

  • HIPAA compliancecan be managed from Settings > Products > Compliance Settings.

Central Notification Templates

Only in Premium and Enterprise.

  • Most templates are automatically synced. However, the Owner role is deprecated and replaced by either Operations Global Admin or Product Admin, depending on whether the owner is a site admin. 

  • Templates previously mapped to the Owner role must be updated to either an Admin or Customer role in Jira Service Management.

On-call

Available across all plans with some limits:

  • Routing rules – Free plan allows 1 per team, while other plans support 100 per team.

  • Escalations – All plans support 300 policies per team with 50 rules per policy.

  • Schedules – Unlimited across all plans.

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

  • Basic incident management, including manual incident creation, is available in Free and Standard plans.

  • Advanced incident management features are available in Premium and Enterprise plans.

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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