Key Features

• Creates actionable issues in JIRA from high-level, correlated incidents in BigPanda.
• Updates the alert details in the JIRA issues when a change occurs to a shared incident.
• Links directly from the BigPanda incident to the JIRA issue. Click the link in the BigPanda incident shares or the activity feed to open the related issue in JIRA.
• Links directly from the JIRA issue to the BigPanda incident. Click a link in the JIRA issue description to open the incident preview page (no login required), the incident details, or the incident timeline.
• Allows you to configure the project and type for issues created by BigPanda.
  You can add another JIRA integration with a different name to create issues with a different project or type.

How It Works

This integration creates a sharing channel from BigPanda to JIRA. When a BigPanda incident is shared through the JIRA sharing channel, the integration creates a new issue in JIRA with details of the related alerts and links to the incident in BigPanda. If changes occur to the alerts on the shared incident, BigPanda updates the corresponding issue in JIRA.

Closings, Incidents and Issues

A BigPanda incident is not closed automatically when the related JIRA issue is closed. Similarly, a JIRA issue is not automatically closed when the related BigPanda incident is closed. The integration does not change the status of the JIRA issue at any time. This logic provides you with the maximum visibility into how an incident has unfolded for more efficient problem investigation.

For example, an agent may think that an incident is resolved, only to have the issue reoccur immediately. In these cases, BigPanda continues to track these alerts, which allows users to see the complete timeline for the incident.

A recommended good practice is for agents to check that all alerts are resolved in BigPanda before closing the related JIRA issue. If the BigPanda incident is reopened, users have the option to create a new issue in JIRA by manually sharing the incident.

Customizations

The integration does not provide user settings for what data is shared with JIRA. If you would like to share custom tags or customize field mappings from BigPanda to JIRA, please contact BigPanda support.

Common Use Cases

You can define custom Environments that align with your needs, and then configure AutoShare rules to automatically share incidents in those Environments via the JIRA sharing channel. For example, configure the integration to create issues in the JIRA project for your escalations team. Then, create an Environment for critical incidents, and define an AutoShare rule that shares incidents in the Environment via the JIRA sharing channel. Common use cases include areas of responsibility within Ops teams, processes, or escalation paths.

Installing The Integration

Administrators can install the integration by following the on-screen instructions in BigPanda. For more information, see Installing an Integration.

Data Shared with JIRA

When a BigPanda incident is shared with JIRA, the integration creates a new issue in JIRA and adds details of the related alerts to the Description field. If changes occur to the alerts on open incidents, BigPanda updates the corresponding issues in JIRA.

Data Shared by Default

The integration creates an issue in JIRA with the following information.

Issue Description Body

The issue description includes information in the following format. The table includes one row for each alert that the incident contains.

<Sharing annotation>

Ticket was <AutoShare or manually shared> by <User name>

• Go to the <Link to incident preview page>

• Investigate in the <Link to incident details>

• See the <Link to incident timeline>