# Rootly vs. Jira Service Management URL: https://rootly.com/alternatives/rootly-vs-jira-service-management > JSM tracks tickets. Rootly runs incidents. How the two compare on incident response, on-call, and retrospectives, and what teams switch for. Atlassian is shutting Opsgenie down April 2027 and they want you on JSM, but JSM tracks incidents, it doesn't run them. [Get started for free](https://rootly.com/users/sign_up) · [Book a demo](https://rootly.com/demo) Last verified September 15, 2026 · [All comparisons](https://rootly.com/alternatives) --- ## Ticket tracking and running incidents are not the same thing. Resolve incidents faster, improve system resilience, and streamline technical operations; from alert to resolution and post-incident learning, all in one platform with Rootly. - Alerts route through static rules you maintain by hand; the rule keeps paging the wrong person until someone fixes it. - A ticket is created. The real response happens elsewhere while someone keeps the ticket in sync manually. - Updates and communications are manual. Someone has to stop responding to write it, and send it, over and over. - Investigating RCA isn't something JSM does. It holds the ticket and whatever notes people add. - The retro depends on someone reconstructing everything from memory, then follow-ups become more tickets. - Rootly knows who owns the service, who's on call, and who needs to be paged, so the right person is paged first time. - Declaring an incident opens a Slack channel with roles assigned, severity set, responders in, and all the context. - Rootly drafts audience-specific updates and posts them everywhere they're needed, including the status page. - Rootly AI investigates from the first alert, surfacing probable root cause with a suggested fixes. - The retro is generated automatically, with all the context, while action items are assigned and tracked to completion. ## Purpose built to improve your reliability. [Book a demo](https://rootly.com/demo) ### End-to-end incident management Resolve incidents faster, improve system resilience, and streamline on-call operations. On-call, incident response, retrospectives, status pages, workflows, follow-ups, and so much more, all at half the price. ## Why teams choose Rootly. Rootly is a purpose-built incident management platform for the entire incident lifecycle. - **Slack-native** Run incidents end-to-end, with all the right people, without leaving Slack. - **Page beyond just “Services”** No more using services as a workaround. Page teams, services, and more. - **Native shadow rotations** No extra rota, no manual cleanup when shadowing ends. - **Request coverage** Overrides and requesting coverage made easy, including your PTO and holiday schedule. - **On-Call pay calculator** No more manually calculating who should get paid with spreadsheets. - **Intuitive schedules** The basics done right. Setup your first schedule or escalation in minutes. - **Synced Slack user groups** Sync Slack user groups like @team-infra with on-callschedules. - **Automated gap detection** Never get caught with no one on call. - **Cycle-based round robin** Automatically rotate on-call responsibilities, so no single team member is overwhelmed. - **Policies and scorecards** Consistency matters, ensuring escalation policies have enough levels. - **Beautiful Status pages, included** Inform customers in real time, reduce support noise, and build trust during downtime. - **Just ask @Rootly Agent** Mention @Rootly to get answers and drive actions without leaving the channel. - **Mobile App with AI** Ask questions and direct actions right from your finger tips, from anywhere in the world. - **Proactive nudges and suggestions** Stay a head with suggested troubleshooting, actions, and who to page. - **Meeting Scribe** A dedicated meeting scribe that captures all context so nothing slips through the cracks. - **AI SRE for RCA and suggested fixes** Automated root cause analysis complete with alert correlation and suggested fixes. - **Related incident matching** Quickly understand historical incidents, how they relate, and how they were resolved. - **Auto-generated retrospectives** AI-powered retrospectives from contributing factors to timeline generation. - **Transparent AI blocks** AI that’s not a black box. View and edit the prompts that return the data you need. - **Connected with MCP** Plugged into your IDE and CLI, so you can set config, get answers, and resolve incidents in seconds—right where you work. - **Insights in one place** Reporting and metrics from alerts to on-call readiness and everything in between. - **On-call Health** An open source tool that looks for early warning signs of overload in your on-call engineers. - **Rootly AI Labs** A fellow-led community designed to redefine reliability engineering. - **Rootly Academy** Equip responders with the skills, confidence, and experience to succeed when it matters most. ## AI across the entire incident lifecycle. Any team, at any stage, any AI comfort level. - You decide what's on. - You decide when. - No replatform as you grow. --- ## How does JSM compare to Rootly? | Rapid incident response and resolution | JSM | Rootly | | --- | --- | --- | | Purpose-built for incident response Coordinated and automated incident response. | Not supported | Supported | | Native alert integrations Datadog, Grafana, Prometheus, Honeycomb, etc. | Supported | Supported | | On-call scheduling Create and manage rotation schedules. | Supported | Supported | | Native shadow rotations No extra rota, no manual cleanup when shadowing ends. | Not supported | Supported | | Coverage requests Request cover and have the system find someone available. | Not supported | Supported | | On-call pay calculator Automated on-call compensation calculated. | Not supported | Supported | | Automated gap detection Never get caught with no one on call. | Not supported | Supported | | Escalation policies for teams, individuals, services Escalations that page the right person, every time. | Not supported | Supported | | Slack-native incident management Run incidents end-to-end without leaving Slack. | Not supported | Supported | | Automatic role assignment Assign incident commander, comms lead, etc. automatically. | Not supported | Supported | | AI Agent in Slack Ask questions about live and historical incidents. | Not supported | Supported | | Automated stakeholder updates Structure communications sent automatically. | Not supported | Supported | | Native service catalog Teams, services, and ownership modelled once. | Paid add-on | Supported | | Status pages Internal and external status pages. | Paid add-on | Supported | | Config maintenance overhead How much effort to maintain as your org scales. | High - legacy UI, compounds at scale | Low - abstracted logic, flexible workflows | | Mobile app with AI Native mobile app for paging and response, incl. AI. | Not supported | Supported | | AI SRE (auto-RCA) AI that automates root cause analysis and suggests fixes. | Not supported | Supported | | AI summaries + Retrospectives Auto-generate incident summaries and retrospectives. | Not supported | Supported | | SSO / SAML Single sign-on via SAML. | Paid add-on | Supported | | SCIM provisioning Automatic user provisioning and de-provisioning. | Paid add-on | Supported | | Team-scoped permissions Restrict access and actions by team. | Not supported | Supported | | Edge connector Outbound agent for internal systems that cannot acceptinbound internet connections. | Not supported | Supported | | Audit logging Track changes and actions across the platform. | Paid add-on | Supported | | Contractual SLA Guaranteed uptime commitment. | up to 99.9% | up to 99.99% | Show all features Close ## You and your teams deserve modern incident management. [Talk to us and switch today](https://rootly.com/demo) ## Frequently asked questions Everything you need to know about Rootly vs. Jira Service Management. ### Can Jira Service Management do incident management? JSM can log incidents as tickets and, since absorbing Opsgenie, includes basic on-call and alerting. But across the workflows that decide an incident; the ownership-based paging, live response coordination, automated comms, root-cause investigation, and retrospectives, JSM holds a record while engineers do the work manually across Jira, Slack, and Confluence. Rootly runs each of those workflows natively. ### What's the real difference between JSM and Rootly? JSM is an ITSM and ticketing platform that can track incidents. Rootly is a dedicated incident platform that runs them. In practice, JSM routes alerts by static rules, Rootly routes by service ownership; JSM coordinates response in a ticket plus scattered tools, Rootly runs it in Slack or Teams with one live timeline; JSM has no incident investigation, Rootly has AI SRE; JSM retros are manual, Rootly’s are generated and tracked. ### Should I move from Opsgenie to JSM? Short answer is no. But it's worth doing the math first. Capabilities included in Opsgenie Standard; post-incident analysis, stakeholder notifications, longer alert retention, require JSM Premium at $51.42/agent/month, a 158% increase. Many teams use the forced Opsgenie migration as the moment to adopt a dedicated incident platform instead of moving within Atlassian. They use the time to upgrade, not move laterally. ### How much does Rootly cost? Incident Response is $20 and On-Call is $20 per user per month, or $40 for both at list price. AI SRE requires Incident Response and is priced on request, Enterprise pricing is custom, and the free trial typically lasts two weeks. [See Rootly pricing](https://rootly.com/pricing). ### Does JSM have an AI for incident investigation? JSM's AI is built for the service desk; virtual agents that triage and deflect support requests. It does not investigate production incidents or surface root cause. Rootly AI SRE is purpose-built for incident investigation. It correlates alerts, factors in recent deployments and dependencies, and surfaces likely root cause with confidence scores and suggested fixes, while the incident is still active. ### Can I keep using Jira and Confluence with Rootly? Yes. Rootly connects to your Atlassian tools in a few clicks. Incidents run in Rootly; follow-ups sync to Jira; retros export to Confluence. Leaving JSM for incident management doesn’t mean leaving the Atlassian suite. ### Is Rootly a replacement for JSM? Not for ITSM. JSM is a strong service desk for requests, approvals, and SLAs, and Rootly doesn't replace that. Rootly replaces the part of JSM that was never its strength, running incidents. Most teams keep both. ### How long does it take to get started? Full JSM ITSM implementations often run 3–6 months and usually involve a certified Atlassian Partner. Most teams are live on Rootly within a week, with no professional services required.