Incident management after migration

There are key differences in how incidents are created, tracked, and managed in Jira Service Management. While most features work similarly to Opsgenie, there are changes in workflows, UI elements, and certain feature deprecations that users should be aware of. Compass doesn’t include incident management capabilities.

Migration summary

Are incidents available in all Jira Service Management Compass plans?

Incidents are available across all Jira Service Management plans. However, some features, like stakeholder templates, stakeholder communication, post-incident reviews (PIRs), Chat tools, are only available in Premium and Enterprise plans.

Incidents are not available in Compass plans.

Are incidents auto-synced after migration?

Yes, all existing Opsgenie incidents, linked alerts, and post-incident reports (PIRs) are automatically migrated to Jira Service Management. However, some incident fields aren’t migrated, such as responder roles, stakeholder filters, and incident templates. Additionally, incidents created in Opsgenie after migration aren’t auto-synced and must be manually migrated using a one-time option.

Are there required actions for full workflow parity?

While most incidents and related data are migrated automatically, you should review the changes below to understand differences in workflows, UI, and incident resolution processes.

Incident management in Jira Service Management

To access incidents in Jira Service Management go to Projects > Service project > Incidents in the side menu. You can view and manage migrated incidents under the Opsgenie Migrated Incidents service project. Get started with incident management in Jira Service Management.

There are some key changes applying to incidents in Jira Service Management:

• Incident statuses and priorities have changed. Opsgenie’s status and priority system now maps to Jira Service Management’s incident statuses:

  • Opsgenie Priority → Jira Priority:

    • P1 → Highest

    • P2 → High

    • P3 → Medium

    • P4 → Low

    • P5 → Lowest

  • Opsgenie Status → Jira Status:

    • Open → Pending

    • Resolve → Investigate

    • Close → Cancel

    • Delete → Resolve

• Incident templates from Opsgenie are not migrated. Jira Service Management will introduce incident templates at a later stage.

• Stakeholders are migrated automatically for Premium and Enterprise customers.

• Stakeholder email notification templates aren’t migrated. Users will need to create new stakeholder email templates in Jira Service Management.

Deprecated incident management features

• Incident Command Center (ICC) – You can use Chat Tools like Slack, Zoom, or MS Teams for collaboration. Read how to use chat and video tools to resolve incidents. 

• Responder roles – Responder role configurations are not migrated.

• Stakeholder filters – Stakeholders must be managed manually.