Improved routing for Jira Cloud and Jira Server tickets with multi-project support

You can now route your incident tickets and follow-up work to remediation teams' Jira projects directly from FireHydrant, saving you valuable time and clean-up work

Dylan Nielsen

Improved routing for Jira Cloud and Jira Server tickets with multi-project support

If you love Jira then you probably love customization, and we’ve made your integration with Jira Cloud and Jira Server even better with multi-project support! You can now route your incident tickets and follow-up work to remediation teams' Jira projects directly from FireHydrant, saving you valuable time and clean-up work. Let’s take a look at what has changed and some additional use cases unlocked with this integration.

Updates

The generic Create an Incident Ticket runbook step is being phased out in favor of new platform-specific runbook steps, Create a Jira Cloud Issue and Create a Jira Server Issue. These new runbook steps also contain a new Project field that allows you to specify the Jira project in which this ticket will be created.

Runbook step

We have also unlocked the ability to directly route action items to any of the Jira projects you have configured in FireHydrant. Now when an action item is created in Slack or in the Web UI, the Project field is available to route tasks and action items to specific projects.

slack action creation

Leveraging your multi-project super powers

Severity-driven Jira ticket creation

Using the power of Runbook conditions, incident tickets can be made in specific projects related to the state of the incident. Maybe your team has Jira Automation in place for all Sev1 incidents that get kicked off whenever a ticket is made in your Incidents board. Now all Sev1 incidents created in FireHydrant can automatically create a ticket in that project while simultaneously allowing you to skip the automation for lower severity incidents.

Sensitive security incidents

In tandem with our Private Incidents release you can now route private incident tickets to the appropriate security project without exposing sensitive security incident details in a shared Jira project.

Automating incident triage for high-volume incidents

How about one more? Maybe the peak shopping season just kicked off, and you are opening dozens of incidents daily of all severities on your popular ecommerce site. You can now route incident tickets to the correct service owner’s incident board to avoid missing SLO/A targets due to a long backlog of Jira tickets waiting to get triaged to the responsible team.

Retrospective action item routing

But wait! We haven’t even begun to talk about action items. Most teams will know where an individual piece of work will be routed while conducting a retrospective, and multi-project support allows you to directly route that ticket to the correct project as you are creating it in FireHydrant. No more going into Jira to manually shuffle tickets from a primary incident board to their final destination.

Getting started

Jira multi-project is available today! If you’d like information on setting up Jira multi-project or configuring runbook automation to leverage these functionalities, take a look at the following docs for guidance or talk to your CSM.

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