u/AdminCat1208

Hi everyone,

we’re currently looking for a good way to handle and communicate major incidents internally.

We are using Jira Service Management Premium across our enterprise group and want to improve how we inform locations and departments during outages or service degradations. Our requirements are roughly the following:

• When a major incident is created (maybe a dedicated issue type?), a predefined audience should automatically be informed depending on the affected component/application.
  • Example: If the ERP system is down, all end users should receive a Microsoft Teams notification.
  • If the HR application is affected, only the HR department should be informed.
• Every active major incident should automatically appear in a Confluence overview page including the current status.
• Resolved/older major incidents should move into a separate archive/history list.
• The IT department wants to send regular status updates to affected departments or locations via Microsoft Teams during the incident lifecycle.
  • Maybe via group chats or another Teams integration?
• Atlassian Statuspage seems too expensive for our comparatively small number of incidents/users.

What would be the best way to implement this setup?

Most Atlassian best practices and documentation seem heavily focused on external/customer-facing communication, not on internal enterprise ITSM usage.

I’d really appreciate hearing how others solved this internally with Jira Service Management + Confluence + Teams.