Jira Service Management

Xitoring creates an alert in Jira Service Management Operations when a server or check goes down and closes the same alert when it recovers. Each alert carries the incident title, the details (group, label, check type, incident time), a link back to the incident in Xitoring, and a priority: P1 for down, P3 for warnings such as high CPU or an expiring SSL certificate.

Create an API integration in Jira Service Management

1. In Jira Service Management, open the operations page of the team that should receive the alerts. On a new site, first create a team and turn on operations for it: Operations → Home → Create a team, then Enable operations.
2. In the left navigation, select Integrations, then Add integration.
3. Search for API and select it.
4. Enter a name, for example, Xitoring. Optionally, choose an Assignee team.
5. Select Continue, then Turn on integration. Alerts are only accepted while the integration is turned on.
6. Copy the integration's API key from its settings.

See Atlassian's Set up an API integration for more options, such as alert rules for the integration.

Add Jira Service Management to a notification role

1. In Xitoring, open Notification Roles and select the role that should alert this team or create a new one.
2. Under Incident management, turn on Jira Service Management.
3. Paste the API key.
4. Select Send test and confirm. A test alert named [Xitoring] Test-Server Down appears in Jira Service Management. Repeated tests update the same alert instead of creating new ones.
5. Select Create a new role, or Save changes for an existing role.

Jira Service Management is available on paid Xitoring plans.

How alerts are matched

Xitoring gives each alert an alias that is the same for the down and the recovery of one incident, so the recovery closes exactly the alert the outage opened. Repeated notifications for an ongoing incident update the existing alert in Jira Service Management instead of opening new ones.

Move from Opsgenie

1. Create an API integration in Jira Service Management, as described above, for the team that handles the alerts today in Opsgenie.
2. Open each notification role that uses Opsgenie, turn on Jira Service Management and paste the new API key.
3. Select Send test to check the alert arrives, then turn off Opsgenie in the role and save it.

If you have already migrated Opsgenie to Jira Service Management with Atlassian's migration tool, your Opsgenie API integrations may have been moved too; you can use the API key of the migrated integration in Xitoring.

Troubleshooting

• No alert appears. Check that the integration is turned on in Jira Service Management and that the API key in the role is the key of that integration.
• The alert is not closed when the check recovers. The recovery closes the alert by its alias. If someone changed or closed the alert by hand, nothing more happens.

For any questions you can contact support@xitoring.com.