Jira Service Management
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OnCall made less painful
What do you like best about the product?
The rules engine has been a huge benefit to us. It allows us to correlate data and alarm people on once specific criteria are met.
What do you dislike about the product?
Pricing for some of the advanced features is charged per head - that doesnt always made sense.
What problems is the product solving and how is that benefiting you?
We had people being woken up several nights per week - sometimes several times per night for issues that were not real as we didnt have ways to identify patterns or we couldnt leverage complex logic in our alerts. This costed us time, money and frustrated our employees.
Ops Genie Works Well
What do you like best about the product?
It does one thing, sending alerts to the right person, very well.
The app also is simple to use in high-stress situations. The notification behavior when receiving an alert has enough flexibility that I know I will not miss alerts.
The app also is simple to use in high-stress situations. The notification behavior when receiving an alert has enough flexibility that I know I will not miss alerts.
What do you dislike about the product?
I wish that I could make the phone alert ring a longer tone, or alert repeatedly until I acknowledge it. That's a minor gripe though.
What problems is the product solving and how is that benefiting you?
Setting up an initial on-call rotation to spread responsibility to responding to some cloud services outages.
Recommendations to others considering the product:
Compared to some other vendors, OpsGenie is focused on exactly one job. This has given us a lot of flexibility.
Good product and can't wait to see what it grows into.
What do you like best about the product?
With Ops Genie I like the versatility and the reliability that is available with the product. Being a company that has global support benefits very well to the many numbers and ticket lines that are available.
What do you dislike about the product?
I am not a fan of the setup that is required for some of the interfaces. Some aspects seem repetitive. Also at time the support time is shown to be a few minutes but can take hours to hear from a support team member even if it is a quick question or an easy issue to resolve.
What problems is the product solving and how is that benefiting you?
The problem that we are solving with Ops Genie is our previous on call service would always drop calls and the reliability was terrible. Along with not being able to easily change the schedule for our team with out having to pay extra. With Ops Genie we have found solutions to all of our previous issues and we also have found that we can use it to forward our service box into tickets for our various support teams.
Recommendations to others considering the product:
Continue to accept and develop features users request.
works well; confusing escalation flow
What do you like best about the product?
scheduling; UI; features; android app XXXXXXXXX
What do you dislike about the product?
Escalation flow is VERY confusing, and doesn't behave as expected. It is hard to describe in detail here.
What problems is the product solving and how is that benefiting you?
paging for 24/7 ops for customer facing web service and ios/android app
Fantastic Routing Options, Somewhat of a Learning Curve
What do you like best about the product?
Flexibility of data- I Can integrate OpsGenie bi-directionally with nearly every data source I manage.
What do you dislike about the product?
Having other Engineers making changes to workflows / rules / policies / escalations can be a bit cumbersome to understand at first- make sure your administrators have an in depth understanding of OpsGenie routing and have been involved in the build process.
What problems is the product solving and how is that benefiting you?
We've enriched our NOC / RMM notifications and validated that our team members are being held accountable.
Recommendations to others considering the product:
Do it! Have someone knowledgeable sit down and build your workflows, teams, escalations, etc...be prepared for some trial and error in your alerting logic- but most of all, do it! You won't be disappointed.
Pretty cool, but not perfect
What do you like best about the product?
Very configurable, clean interface, integrates with all the things
What do you dislike about the product?
Both mobile app and desktop interface aren't quite intuitive, no built-in way for open incidents to keep notifying,
What problems is the product solving and how is that benefiting you?
Alerting for server issues has become easier and more customizable regarding teams and on-calls
Great product
What do you like best about the product?
The ability to manage projects between teams across the country seamlessly.
What do you dislike about the product?
A little clunky in how it updates on every change made.
What problems is the product solving and how is that benefiting you?
Seamless project management tool.
Nice app.
What do you like best about the product?
Very easy to use and operate. Nice interface as well.
What do you dislike about the product?
Sometimes, it got stuck, may be that is network problem.
What problems is the product solving and how is that benefiting you?
NA
Recommendations to others considering the product:
NA
Highly recommended service for companies
What do you like best about the product?
I like how OpsGenie will alert you for a certain amount of time and will alert others in the group if OpsGenie didn't receive an acknowledgement for the original alert.
We have it set up to message the person on call - call the person - then call the manager on duty - then call the whole department.
We have it set up to message the person on call - call the person - then call the manager on duty - then call the whole department.
What do you dislike about the product?
I sometimes think the calendar on the web interface can be more user friendly but I personally don't have any major issues.
What problems is the product solving and how is that benefiting you?
Whenever we have a service go down, internet, a computer system, sever etc. OpsGenie notifies the IT department in a timely matter. The major benefit with OpsGenie compared to others is that when the oncall person does not reply to an alert. The service alerts others who are a part of the IT department, you as a admin user can determine the amount of time it takes to notify the others.
Nice application for managing On call schedules and live alarming
What do you like best about the product?
Easiness of configuration
Very nice and intuitive GUI
Quick ack all/close all feature for fast reaction
Nice sales/support contact
The testing period is very great. It really lets you the time to validate a PoC with your notification system as well as verifying that all previous solution features can be matched within this new product.
Very nice and intuitive GUI
Quick ack all/close all feature for fast reaction
Nice sales/support contact
The testing period is very great. It really lets you the time to validate a PoC with your notification system as well as verifying that all previous solution features can be matched within this new product.
What do you dislike about the product?
Just email integration might be extended to analysing the content of the mail more specifically.
For example,
If a mail contains several "Parameter : values ", being able to tag them more precisely into metadata would be helpful.
For example,
If a mail contains several "Parameter : values ", being able to tag them more precisely into metadata would be helpful.
What problems is the product solving and how is that benefiting you?
24/7 on call schedule - Direct information sent to an sys administrator, replacing a real operator in front of the screen. The right information is sent directly to the right people with the proper escalation to respect service level agreements.
Recommendations to others considering the product:
Start trying implementation with the testing period to verify its fits your business need and the right connectors are present.
The list of connectors is already quite complete and the help is very instructive to perform the implementation.
The integration is very easy and the inside workflow is very clear.
The list of connectors is already quite complete and the help is very instructive to perform the implementation.
The integration is very easy and the inside workflow is very clear.
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