MiniGenie

MiniGenie: configure webhook and external user IDs for @mention in Slack/Mattermost
MiniGenie: on-call schedule
MiniGenie: configure on-call rotation
[Slack integration – Finding Slack memberID] 1. Go to preferences.
[Slack integration] 2. To integrate with Slack, copy the Slack member IDs of all the agents that should get notified.
[Slack integration] – Create a slack app
[Slack integration] – Configure the app and approve that it can send messages in your channel
Activate webhooks in Slack app
Create your slack app (for notifications)
See that the user that is on-call is mentioned when a new ticket comes in

Inspiration

Our most successful app, Kantega SSO Enterprise, was built to solve a pain we felt ourselves. With this mindset, we set out on this journey to improve our team's support service experience with JSM cloud. One of our biggest challenges is notification management in JSM, as Jira gets cluttered with notifications for all kinds of projects. Particularly when the on-call agent is on a mobile client, we have seen the need to get in a proper notification when new tickets come in. Our solution to this proble, is to delegate the notification handling to a specific "@mention" in the chat system of the user's choice. That way when a new servicedesk ticket comes in, the user does not need Jira notifications enabled on their mobile, they only need slack notifications for the workspace in question.

What it does

Like a light-weight OpsGenie it allows a very simple setup of on-call schedule and pinging the on-call agent in external chat systems like Mattermost or Slack with a really easy setup for small teams. With per-project settings, the agents in each service project can configure their own flow and set up a webhook towards the chat system. The app listens to JSM ticket created events, and pings the on-call agent through the webhook that a new ticket has just been created, in the external chat system that has been configured.

How we built it

Using Forge, Zod, React Hooks, tRPC, we have built a neat Forge project with shared schemas across backend and frontend for a swift and high-quality devflow.

Challenges we ran into

Working with dates and time is never easy. Also, when integrating with external systems Forge apps will run into an egress issue. We wish egress and URL allowlisting could be customizable on the customer's end. We had some trouble using Entities in storage due to the way data cannot be reindexed after changes have been made. We also saw how quickly the backlog grew when we aimed for more customizability. Another challenge was obtaining the Atlassian site URL from the Forge context, which was necessary to construct an issue URL in the slack notification.

Accomplishments that we're proud of

We have been able to streamline a very specific value proposition for lightweight easy, agile teams. We're already trying the tool internally.

What we learned

Time isn't easy to work with. Even though we could customize the tool for our own uses, the challenge is also to imagine how to make it adaptable. At the same time we recognize that we solve a specific use case that is kind of tailored for smaller teams like ourselves. For more enterprise-size customers, then OpsGenie and other powerful tools is probably needed.

What's next for MiniGenie

We'd like to refine it as it's currently rough around the edges. More customizability and more external systems. The main thing is the integration point with