Before
Teams likely had to create Jira tickets from incoming alert information, assess priority, criticality, and severity, and update the ticket manually. They also had to decide when to notify the team, send the message, wait for a response, and assign the issue to the appropriate person.
How it works
- Receive alert data and create a corresponding Jira issue.
- Calculate the alert level from priority, criticality, and severity, update the issue, and evaluate the resulting level.
- For the applicable alert level, notify the team, incorporate the response needed for routing, and assign the Jira issue to the dedicated person.
Workflow details
- Alert intake: The workflow begins when alert data is received through a webhook, providing the information needed to open and route an incident.
- Ticket creation: A Jira issue is created automatically so the alert is captured as a trackable work item without requiring someone to create it manually.
- Alert assessment: The workflow calculates the alert level using the alert's priority, criticality, and severity, then writes the resulting level back to the Jira ticket.
- Conditional escalation: A decision step evaluates the calculated level. When the relevant high-level condition is met, a message is sent to a designated Microsoft Teams conversation or channel to request or coordinate the appropriate assignment.
- Ownership assignment: After the messaging and response stage, the Jira issue is assigned to the dedicated person, completing the handoff with the ticket's urgency and ownership information recorded.
What changed
Each incoming alert now becomes a structured Jira issue with its alert level calculated and recorded automatically. The workflow applies the level-based notification decision, routes the assignment discussion through Microsoft Teams when required, and completes the Jira ownership handoff without separate manual ticket updates and assignment steps.
Work removed
Manually creating Jira issues, calculating alert levels from priority, criticality, and severity, updating ticket fields, sending conditional team messages, waiting for routing responses, and assigning issues to dedicated personnel.
Expected outcome
The workflow can remove at least four recurring manual actions per alert—ticket creation, alert-level calculation, ticket updating, and assignment—while ensuring applicable high-level alerts are routed to the team for attention.
