PagerDuty for Jira Server & Data Center

This is a good add on that has made our on-call agents’ lives much easier. The basic bidirectional functionality has worked well for us. Our biggest win so far has been the ability to acknowledge and resolve a pagerduty incident from the app on our mobile devices which automatically transitions the related jira ticket to the corresponding status. We are also able to sync priority levels and notes which has been a useful feature. One wishlist item for us is dynamic mapping for reporter and assignee. The current functionality changes the reporter and assignee to “PagerDuty”. Since we have no way to identify the true reporter, this is problem for us. I also agree with the other review that for large enterprises with many teams, the configuration process can be tedious. Other than the reporter assignee field issue, this add on has worked well for us.

I think this new version (v3) has addressed some of the concerns noted in the earlier reviews. I couldn't for example hang the UI if api.pagerduty.com is not reachable. And it has a Priority Mapping. But if you have hundreds of services, configuring this could take a long time. You have to add a mapping per project, and define rules inside PagerDuty itself. Wish List: 1. Maybe half our Jira projects have a PagerDuty team. But the plugin prompts the user to configure it in every ticket that doesn't use pagerduty, or if it's set to an issuetype not matching the configuration. It should just not show anything if there's nothing configured. 2. We have some teams that want to simply assign to the person on-call (and auto-assign) but not necessarily page. It would be useful if Jira was aware who on-call was. 3. There doesn't seem to be a way to associate an existing Incident to a ticket which would be useful. I like that the plugin doesn't require any Admin level privileges--you simply add the PagerDuty user to projects.

The add-on is OK, but the functionality it offers is very basic. It can create issues out of PagerDuty incidents, but it always tries to set the priority to Medium. This could be incompatible with Jira 7.6.x and above where you have Priority schemes and you can have different sets of priorities in different projects. I am also missing the ability to map priorities in PagerDuty to corresponding values in Jira - for example Jira allows longer names for Priority than PagerDuty. In general we need to have the ability to map fields from one system to the other at creation time. It will be good to also send attachments or images, that are in the PagerDuty incident to Jira. A little improvement in the documentation, explaining that the plug-in creates a new user in Jira and you need to add this user to projects would've saved me some of the hassle with initial configuration. Last, but not least, I noticed that if PagerDuty is not accessible from Jira (due to firewall for example), displaying of issues is slowed down (probably because the add-on tries and tries to load the PagerDuty content). That could be considered a bug, as add-ons should not deteriorate the performance of Jira regardless if they are configured properly or not. For the amount of advertising of this add-on and the presentations at Atlassian Summit 2017 in Barcelona, I was expecting a lot more.