VictorOps Announces New JIRA Service Desk Integration
October 11, 2016

VictorOps announces a new bidirectional integration that connects Atlassian JIRA Service Desk with VictorOps’s real-time incident management platform.

This integration adds to an already comprehensive set of integrations between VictorOps and JIRA Software, HipChat, Confluence, and StatusPage.

JIRA Service Desk is Atlassian's modern service management offering providing IT teams with an easy, flexible, and affordable way to deliver IT services. VictorOps is the industry leader in mobilizing teams to remediate real-time incidents. The integration powers VictorOps to automatically create incidents based on new Service Desk tickets. As responders investigate the problem within the VictorOps incident timeline, other team members can seamlessly collaborate using the VictorOps and HipChat bidirectional integration. All information is visible to everyone in both tools and all interactions are recorded by VictorOps for post-incident retrospectives. When the incident is closed, JIRA Service Desk tickets are automatically annotated with all pertinent interactions.

Didier Moretti, GM of Cloud Apps at Atlassian said, “Our customers are always looking for ways to learn and improve their processes. By integrating their Atlassian tools with VictorOps, they quickly get context about what’s happening during critical incident recovery, and know that all communication is captured for better preparation and faster recovery next time.”

“Our customers have been asking for an integration between the two environments,” said Todd Vernon, Founder and CEO of VictorOps. “We are excited about the way the two products work together, marrying the VictorOps real-time incident workflow with the wider enterprise view of JIRA Service Desk.”

These powerful integrations provide users with ultimate flexibility in how they communicate and resolve issues. “There is a communication fabric between all of Atlassian’s products in which they all talk to each other,” said Dan Hopkins, VP of Engineering at VictorOps. “We set up the integration so that people can handle a crisis from within the tool they are most comfortable with, knowing that the communication will be captured in all places, and that the system of record is intact.”

Carlos Garcia Navarro, Program Manager for the NetApp SolidFire current product engineering (CPE) team, evaluated VictorOps to ensure conformance with the current process and tool ecosystem. This team is responsible for identifying the root cause of failures and quickly resolving any critical issues that customers face. “We integrated VictorOps with JIRA Service Desk because it was vital for us to communicate within existing tools, while adding a strong on-call management process,” said Carlos. “The integration means that we can write comments in VictorOps and still centralize everything in JIRA, which is the place where everything lives.”

Other VictorOps/Atlassian integrations include:

● HipChat, for capturing conversation data while staying in flow. Usage data reveals that many HipChat users remain in HipChat while handling incidents during work hours, switching to VictorOps when on-call after hours. The VictorOps and HipChat integration passively collects the crucial, time-stamped conversations that occur during incident handling no matter where the conversations occur. This is part of ChatOps, a best practice in modern incident management.

● Confluence, for surfacing the most accurate remediation information. VictorOps integrates with Confluence, Atlassian’s document collaboration system to centralize, version, and share IT documentation. Via VictorOps’s Incident Automation Engine, users can configure specific alerts to deliver the relevant Confluence-housed runbook needed to help resolve that incident. By centralizing each runbook within Confluence as the single source of truth for investigating and resolving incidents, teams know they are accessing the most accurate information.

● StatusPage, for communicating with stakeholders. VictorOps integrates with recent Atlassian acquisition StatusPage, the leading status and incident communication tool, that informs stakeholders about the status of a company’s cloud services. Atlassian said, “Providing status and regularly communicating with customers–especially during incidents–has become a critical part of the software delivery process.” With the VictorOps integration, customers can immediately set a new incident or update an existing incident on their company’s StatusPage account via a simple button on the main VictorOps screen.

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