Jira Service Management
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Jira is user-friendly
What do you like best about the product?
It is simple to use, allows multiple department communication, and has large text font
What do you dislike about the product?
The user style licensing can make it difficult for the entire company to get on board
What problems is the product solving and how is that benefiting you?
communication between product, engineering and support is streamlined and housed centrally
Recommendations to others considering the product:
Key members of each department should have atleast read-only access to Jira tickets and updates to prevent lapses in the information cycle.
Great tool to manage incident alerts
What do you like best about the product?
It's really easy to configure your team and the schedules. Each team member can also easily configure the app no matter what phone or OS he/she has. Alerts appear right on time!
What do you dislike about the product?
So far, so good. I don't have anything to add regarding dislikes
What problems is the product solving and how is that benefiting you?
We notice when one of our apps is facing a problem, in a very early phase so we can take actions and fix the problem ASAP
The best thing that can happen to your monitoring
What do you like best about the product?
Every member of the team can configure their own notifications. That's important, as nobody want to be notified on the same way. Some have a "do not disturb" mode and only want to receive calls, others only want to be notified by the app, others do not want to install the app on their phone...
What do you dislike about the product?
The only thing I dislike is a kind of bug. An annoying one: some of our alerts can be closed automatically, or acknowledged by someone else... Those tiers modifications are not reflected in "live" (automatically): I need to refresh my page or clic again on my filter to have fresh alerts characteristics.
What problems is the product solving and how is that benefiting you?
I used to handle my alert system by myself. That's definitely not my job. And I love asking cloud providers to do things that are not my job for me. Because this is your job and you do it well.
Great and notifies when needed
What do you like best about the product?
Easy app to use. Good for our business.
What do you dislike about the product?
None. Nothing...........................
What problems is the product solving and how is that benefiting you?
Notifications
Great for on call situation
What do you like best about the product?
Love the ability to have backup when we are put into a situation that we are unable to answer a call. The alerts are great and easy to customize
What do you dislike about the product?
It would be nice to have a round robin call system and better way to build queries in the search area
What problems is the product solving and how is that benefiting you?
Monitoring alerts for systems for servers and storage. Also checks through the databases.
Good Support
What do you like best about the product?
I like having contacts that are responsive and a live chat for when I need immediate help.
What do you dislike about the product?
I’d like to be able to save logs for alerts so we can see how many people were engaged more easily.
What problems is the product solving and how is that benefiting you?
Alerting multiple teams, and groups when an issue arises. Benefits have been consolidating our engagement to one app.
Currently Still Testing OpsGenie
What do you like best about the product?
I like the idea of OpsGenie and what its supposed to be able to do based on the YouTube video. However setting it up and getting it working in our corporate environment has proved to be quite the challenge. The UI is solid and I can tell they are constantly refining it to make it more intuitive.
What do you dislike about the product?
Its been very hard to perform testing with this application because it almost needs to be fully set up and integrated to get an accurate picture. Currently we have 2 API's set up and integrated but still struggling to get the alerts, notifications and Incident Bridge working correctly. We are testing with only a handful of IT staff and there always seems to be problems with each mock incident we run. Poor audio, options missing from mobile app for certain responders. The video chat seems like a nice to have but not really practical for an incident. I don't need to see everyone's face, just need audio and screen share.
What problems is the product solving and how is that benefiting you?
Incident Management for the IT Operations Group who acts as the NOC, along with reporting and trending data over time for Major Incidents. Have not realized any benefits as of yet.
Recommendations to others considering the product:
Take time to do an honest comparison to PagerDuty to really know what the differences are.
Great product
What do you like best about the product?
Gives us control over where our alerts go, and when. We can modify alerts based on environment, service, severity, etc. It has been a game changer for monitoring and we will continue to use it going forward.
What do you dislike about the product?
It was easy for me to learn, but my colleagues have struggled picking it up. We do not have any formal support from OpsGenie (to my knowledge) and the biggest struggle has just been getting teams to adopt OpsGenie in the first place. Particularly teams that do not have dedicated ops/QA people.
What problems is the product solving and how is that benefiting you?
Alert management for dev and ops teams. It works well in conjunction with our internal and external tools, and allows easy assignment/tracking of alerts. The customizations with escalation policies have been very helpful.
Recommendations to others considering the product:
Make sure your teams are educated on how to use it best. Without dedicated support helping out, it can be difficult to drive adoption across your organization.
Integrations Galore
What do you like best about the product?
Opsgenie is very intuitive. Easy for beginners to onboard yet offers plenty of complex configurations for fine tuning virtually anything.
What do you dislike about the product?
I share an account with several other teams, so the shared integrations can get become convoluted if you don't know what you're looking at.
What problems is the product solving and how is that benefiting you?
Prior to Opsgenie we were running blind in several areas, and using basic email alerts from custom shell scripts and things of that nature. It was very disorganized and lacking
Recommendations to others considering the product:
When it comes to monitoring/alerting, whatever you want to achieve for your systems with Opsgenie is only limited by your imagination. The integrations are a snap, or if you write your own custom scripts you can send heartbeats, alerts, incidents etc just as easily with the api.
Great tool for keeping personnel alerted
What do you like best about the product?
Very efficient tool for keeping people alerted about possible incidents
What do you dislike about the product?
I would not criticize it much at the moment
What problems is the product solving and how is that benefiting you?
Especially helpful to assist you when you are doing on-call rotation
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