From Tickets to Action: Ensuring Proactive IT Support with Jira and OnPage

We’re excited to announce the launch of our bi-directional integration between OnPage and Jira! This integration is designed to bridge the gap between ticket creation and incident response, ensuring that IT, DevOps and other tech teams who rely on Jira to manage their incidents can automatically identify and engage the right on-call staff—ensuring critical incidents are addressed in real time without delay.

A Timely Solution for Jira Users

With Opsgenie on its way out, a lot of Jira users are scrambling to find a reliable alternative to maintain their existing workflows. That’s where OnPage comes in. Our Jira integration makes the switch seamless—letting teams trigger alerts, escalate incidents, and manage on-call responsibilities just as smoothly as before. And unlike other platforms that treat alerting as just another item on a long feature list, OnPage is all about on-call and critical alerting. Simply put, it’s what we do, and we’re always going to make it a priority.

Bridging the Gap Between Ticketing and Incident Response

Switching from Opsgenie is one thing, but making sure incidents actually get handled fast is another. IT issues don’t wait for a convenient time to pop up—they just happen. Whether it’s a critical bug, a system outage, or a service disruption, getting the right people on it ASAP is what really matters. That’s where our Jira-OnPage integration comes in. The moment a ticket is created, OnPage takes over—automatically alerting the right on-call engineer so they can jump into action immediately. No delays, no guesswork, just a seamless handoff from ticket to resolution.

How the Integration Works

Every team’s workflow is different, and the last thing you need is a rigid system that doesn’t play well with your workflow. That’s why the OnPage-Jira integration is built for flexibility—so teams can customize it to match their incident response process seamlessly. Here’s what you can expect:

• Instantly Notify On-Call Engineers: When a Jira ticket is created, OnPage automatically identifies and alerts the right on-call engineers via their OnPage mobile app. This is based on predefined on-call schedules and escalation policies, ensuring that critical incidents are never missed.
• Context-Rich Notifications: Alerts are enriched with relevant ticket details so that engineers have all the necessary context to take swift action without needing to dig through Jira.
• Bi-Directional Logging: Any response, escalation, or resolution activity within OnPage is logged back into the Jira ticket, providing full visibility into the incident response timeline, including message acknowledgments, escalation assignments, and time stamps.
• Empower Teams with Mobile Functionality: Through the OnPage mobile app, users can:
  • See who’s on call in real time as well as see their own on-call schedules.
  • “Page” Jira tickets to the appropriate subject matter experts on their OnPage phone app.
  • Engage additional team members to speed up resolution times.
  • Select from pre-configured message templates to quickly initiate alerts.
• Automate Workflows for Faster Incident Resolution: The integration allows teams to set up automated workflows directly from Jira tickets, ensuring that predefined actions are taken without manual intervention. You can also extend the functionality of the integration using JIRA’s conditions and branching logic—such as triggering transitions or reassignments based on specific response types like “In Progress” or “Escalate”. This reduces response times and minimizes Mean Time to Resolution (MTTR).

Why OnPage? Your Partner in Reliable Incident Management

At OnPage, critical alerting, incident response, and on-call management aren’t just features—they’re what we do. We’re not here to be just another software provider. We’re committed to ensuring your critical alerts never fall into a black hole. Our product roadmap is shaped by customer feedback, meaning we’re constantly refining and improving based on the real-world needs of our users. Plus, our 24/7 support means you’ll always get the help you need—quickly, without the runaround.

A Smarter, More Reliable Incident Response Workflow

With the OnPage-Jira integration, you can shift from reactive ticket management to a more proactive approach to incident response. By connecting ticketing with alerting and escalation seamlessly, your team can tackle IT issues before they snowball into major outages. Ready to get started? Reach out today to start your free trial. If you’re an Opsgenie user looking to make the switch, we get it—change can be tough. That’s why we’re here to help with a free migration to make the transition as smooth as possible.