VictorOps announces service desk integration IT tool to manage incidents

Thursday October 13, 2016 0 comments Tags: Boulder, VictorOps, Atlassian JIRA Service Desk, Didier Moretti , Todd Vernon , Dan Hopkins

BOULDER --  VictorOps  announced a new bidirectional integration that connects Atlassian JIRA Service Desk with VictorOps’s real-time incident management platform.VictorOps_logo

The integration adds to an already comprehensive set of integrations between VictorOps and JIRA Software, HipChat, Confluence, and StatusPage, the company said.

JIRA Service Desk is Atlassian's modern service management offering providing IT teams with an easy, flexible, and affordable way to deliver IT services.

VictorOps is an industry leader in mobilizing teams to remediate real-time incidents. The integration powers VictorOps to automatically create incidents based on new Service Desk tickets.

As responders investigate the problem within the VictorOps incident timeline, other team members can seamlessly collaborate using the VictorOps and HipChat bidirectional integration.

All information is visible to everyone in both tools and all interactions are recorded by VictorOps for post-incident retrospectives. When the incident is closed, JIRA Service Desk tickets are automatically annotated with all pertinent interactions.

“Our customers are always looking for ways to learn and improve their processes,” said Didier Moretti, Atlassian GM of cloud apps. 

“By integrating their Atlassian tools with VictorOps, they quickly get context about what’s happening during critical incident recovery, and know that all communication is captured for better preparation and faster recovery next time.”

“Our customers have been asking for an integration between the two environments,” said Todd Vernon, VictorOps founder and CEO.

“We are excited about the way the two products work together, marrying the VictorOps real-time incident workflow with the wider enterprise view of JIRA Service Desk.”

These powerful integrations provide users with ultimate flexibility in how they communicate and resolve issues, VictorOps said.

“There is a communication fabric between all of Atlassian’s products in which they all talk to each other,” said Dan Hopkins, VictorOps VP of engineering.

“We set up the integration so that people can handle a crisis from within the tool they are most comfortable with, knowing that the communication will be captured in all places, and that the system of record is intact.”