Orange Tracker Operations (Incident & Alert Management)
Orange Tracker includes a feature called Operations, allowing for alert and incident management. This feature also includes on-call schedules, escalation policies, communication policies, and much more. Each Atlassian Team can have it’s own Operations setup and associated with it, with different roles and permissions.
Getting Started
An Atlassian Team needs to exist or be created before proceeding. After it exists, Operations can then be enabled for that Atlassian Team.
Enabling Operations for Atlassian Team
When Operations is first enabled for an Atlassian Team, it will contain defaults for the Routing Rules, Escalation Policies, and On-Call Schedules. These can be updated after.
Log into Orange Tracker (must be a licensed user)
From the bottom of the sidebar, select Operations → Overview
Select Enable Operations
Select or create the Atlassian Team
Select Next, then set initial Operations Admins (more can be set later)
Select Confirm
Navigating to Operations
Operations exists as it’s own feature within Orange Tracker, but can be integrated into existing projects. To navigate to and manage your Operations within Atlassian Teams you are a member of:
Log into Orange Tracker (must be a licensed user)
From the bottom of the sidebar, select Operations → Overview
Select your Atlassian Team’s tile
Setting Permissions & Roles
Permissions & Roles within Operations dictate who can manage and update the various configurations for Operations-related functions in that Atlassian Team. All members of the Atlassian Team will be able to view and work (assign, ack, close, delete) alerts. There are two default roles: Admin and User, that exists when creating a new Operations. Additional custom roles can be created.
All members of the Team are included in the Operations and cannot be removed. Roles can be applied to individual members though.
From the Operations area (see above):
Select Member roles from the top tab
For each member of the team, set the desired role
Adding Members to an Atlassian Team
From the Operations area (see above):
Select Member roles from the top tab
Select Manage members (will take you to a different UI)
Use the + icon to add users to the Atlassian Team
User(s) will now appear in the Operations and be available to assign a role
Creating Custom Role
Custom roles can be created to more granularly specify permissions for Operations. Custom roles are managed through the same area once configured. If a custom role outside of the Admin and User is desired, follow the steps below.
From the Operations area (see above):
Select Member roles from the top tab
Select Create custom role
Provide a name, and select which permissions this role should have
Select Save
Creating an Integration
An Integration is the method of receiving alerts from a service, device, or anything of the like. This can be done via an email received (to a specific integration), an API connector, or any one of the multitude of other connectors available. Multiple Integrations can be setup within Operations for a single Team. Before proceeding, you will need to identify the supported methods of which your service, device, etc. sends alerts from (email, API, proprietary connector, etc.) and select the most appropriate one. The most common integrations are documented below.
From the Operations area (see above):
Select Integrations from the top tabs
Select Add integration
Select the desired connector and follow through the setup (common integrations documented below)
(Continued from Creating an Integration above.)
Select the Email connector
Provide a name for the connector and ensure the appropriate Atlassian Team is selected, then select Next
Can leave most settings as default for simple setup (a basic alert will be created whenever an email is received to the address at the top of the connector settings)
For a complex setup that allows for configuring features like alert stacking, custom tagging, field population and other items, either edit the existing rule or creating additional rules
Select Turn on integration from the top-right (if this is not turned on, alerts will not be created when sent to that address)