Jira Service Management (Ops) Notification Channel Setup for Alerts

Prerequisites

Before configuring Jira Service Management (JSM) Operations as a notification channel in SigNoz, ensure that you have:

• Jira Service Management on your Atlassian site: the Free plan includes alerts and on-call, so this works on any plan.
• A Team with Operations enabled: in JSM, alerts are managed per Team (not per project). You'll enable Operations on a team and add an integration to it.
• An API integration key: created on the team's Operations page (steps below). The key is scoped to the team's integration, not a personal user account.

Set up the integration in JSM

JSM Ops alerts hang off a Team's Operations page, so the key you need lives on an API integration there.

1. Create a team and enable Operations

1. In JSM, open the Teams navigation and open (or create) the team that should own these alerts.
2. On the team's page, enable Operations (also shown as "View JSM operations").

2. Add an API integration

1. On the team's Operations page, open Integrations → Add integration.
2. Search for API and add it.
3. Give it a clear name (e.g. signoz).

3. Copy the API key and turn it on

1. Copy the API key shown for the integration. You'll paste it into SigNoz.
2. Turn the integration on.

Accessing Notification Channels

To manage your notification channels in SigNoz, navigate to Settings > Notification Channels. This tab lists all configured channels.

Creating a new Notification channel

To create a new JSM Ops notification channel:

• Navigate to Settings > Notification Channels and click on New Channel.
• Enter a Name for the channel and select Jira Service Management Ops as the channel type.
• API key: the integration API key you copied above.
• Message (alert title) and Description: prefilled with default templates that control the created alert's title and body. You can edit them (see Customizing the message).
• Send resolved alerts: on by default. When on, SigNoz adds a resolved note and closes the JSM alert when the SigNoz alert resolves.

The Advanced Options section is optional. The API key alone gives a fully working channel:

• Priority: a template that resolves to one of P1–P5. The default maps the alert's severity (critical → P1, warning → P2, info → P3, otherwise P4).
• Tags: tags added to every alert. signoz is added by default.

Test Configuration: Click the Test button to create a real alert end-to-end in JSM. This verifies that SigNoz can reach JSM with your API key before you save.

Editing a Notification channel

To edit an existing JSM Ops channel, open it from the channels list. You can change the API key, Message, Description, the Send resolved alerts toggle, and the Advanced Options. The channel Name and Type cannot be changed after creation.

Receive Alerts in JSM

Once configured, SigNoz creates and manages a JSM alert over the lifecycle of each alert.

• An alert firing creates a JSM alert. The alert body (description) is rendered as rich text with:
  • The rendered alert details (bold labels, and so on).
  • A clickable View in SigNoz deep-link, and View related logs / View related traces when the alert carries those links.
• The body shows the opening snapshot: the values from when the alert first fired.

• The same alert re-firing does not create a duplicate: JSM deduplicates by an alias SigNoz sets, so the alert's count increments instead.
• Each fire, and the resolution, is appended to the alert's notes timeline (Activity → Notes), giving you a running history of the alert's values over time.

• When the alert resolves, SigNoz adds a resolved note and closes the JSM alert.
• If a closed alert fires again, JSM opens a new alert. There is no reopen window: dedup applies only to open alerts, so a re-fire after close is a fresh occurrence.

The full alert body (the rendered rich text and the View in SigNoz deep-link) is shown below on a closed alert:

Grouped alerts

When several alerts fire together, they are grouped into a single JSM alert whose body lists every alert in the group, with one set of deep-links. This keeps grouped notifications compact.

Customizing the message

The Message is the alert title (plain text). The Description is written in standard markdown, which SigNoz renders into the HTML subset that JSM alert descriptions support. Both accept Go templates.

The following markdown constructs are supported in the description:

• Render as rich text: bold, italic, strikethrough, links, inline and fenced code, headings, blockquotes, and ordered/unordered/nested lists.
• Flatten: tables lose their grid (their cells fall back to text).

The default templates use only bold and text, so this only matters if you write a fully custom Description.

Limits handled automatically

SigNoz truncates anything larger before sending:

• Message: 130 characters.
• Description: 15,000 characters.
• Notes: 25,000 characters.

Turn-off Resolved alerts

The Send resolved alerts toggle is on by default. When on, a resolved alert adds a resolved note and closes the JSM alert.

To stop SigNoz from closing alerts on resolve:

• Navigate to Settings > Notification Channels.
• Click Edit on the channel.
• Toggle off Send resolved alerts and click Save.

With the toggle off, alerts are created and updated while firing but are not automatically closed when the SigNoz alert resolves.

Configure programmatically

You can also configure the JSM Ops notification channel using the SigNoz API.

API Endpoint: POST /api/v1/channels

Send a POST request to /api/v1/channels with the following curl command. Replace <your-api-key> with an API key from Settings → Service Accounts (see Service Accounts to create one).

curl '<your-signoz-url>/api/v1/channels' \
  -H 'SIGNOZ-API-KEY: <your-api-key>' \
  -H 'Content-Type: application/json' \
  --data-raw '{
    "name": "Prod Critical Alerts - JSM Ops",
    "jsmops_configs": [
        {
            "send_resolved": true,
            "api_key": "<your-jsm-integration-api-key>",
            "message": "[{{ .Status | toUpper }}{{ if eq .Status \"firing\" }}:{{ .Alerts.Firing | len }}{{ end }}] {{ .CommonLabels.alertname }}",
            "description": "{{ range .Alerts -}}\n**Alert:** {{ .Labels.alertname }}{{ if .Labels.severity }} ({{ .Labels.severity }}){{ end }}{{ if .Annotations.summary }}\n**Summary:** {{ .Annotations.summary }}{{ end }}{{ if .Annotations.description }}\n**Description:** {{ .Annotations.description }}{{ end }}\n{{ if .GeneratorURL }}[View in SigNoz]({{ .GeneratorURL }}){{ end }}\n{{ end }}",
            "priority": "{{ if eq (index .Alerts 0).Labels.severity \"critical\" }}P1{{ else if eq (index .Alerts 0).Labels.severity \"warning\" }}P2{{ else if eq (index .Alerts 0).Labels.severity \"info\" }}P3{{ else }}P4{{ end }}",
            "tags": "signoz"
        }
    ]
}'

Request Body Attributes:

Troubleshooting

If you encounter issues:

• No alerts appear in JSM → the integration is Off. Open the team's Operations → Integrations and turn it on.
• 401 / 403 → the API key is wrong or was regenerated. Re-copy it from the integration settings.
• Alerts aren't closing on resolve → the Send resolved alerts toggle is off, or an on-call/automation rule on the JSM side is re-opening them.
• Accepted but nothing happens → JSM accepts create/close requests asynchronously (HTTP 202), so a malformed request can be accepted without creating an alert. Use the Test button, which surfaces synchronous validation errors (e.g. an invalid priority).
• Test the setup: use the Test button in SigNoz to create an alert end-to-end.

Next steps

• Create an alert rule and route it to this channel: Manage Alerts
• Set up more notification channels: Notification Channels