JSM for incident management

JSM can be used as an incident management solution. It provides a centralised incident response system that enables teams to quickly receive notifications, respond to, manage, and resolve incidents using real-time collaboration, automation, and tracking capabilities. Teams can categorise incidents, set up on-call schedules, automate escalations, and integrate with monitoring tools to minimise downtime and improve service reliability.

Key features

• Alert management
• On-call scheduling
• Alert notifications
• Incident escalation and management
• Integration with Slack for incident channels
• Post-incident reviews

Alert notifications for Singapore

All voice calls and SMS alerts sent to Singapore mobile numbers for Atlassian and JSM come from a dedicated local Singapore number. This ensures local numbers are recognised and answered faster, reducing time-to-acknowledge and MTTR, and eliminating delivery reliability issues such as carrier filtering and cross-border delays.

Common use cases

IT and operations teams can use JSM to:

• Rapidly detect and respond to incidents: Ensure quick identification and resolution of issues.
• minimise downtime: Reduce service disruptions through proactive monitoring and rapid intervention.
• Leverage automated escalations: Ensure incidents are routed to the right personnel without delay.
• Manage on-call schedules: Streamline responder availability and improve response efficiency.
• Enable real-time collaboration: Improve coordination across teams for faster incident resolution.
• Enhance overall reliability: Maintain service stability and operational excellence.