An integration is a connection between JAMS Incident Management and an external system you already use. Some integrations send signals INTO JAMS Incident Management (so your alerts know when something fails); others let JAMS Incident Management reach OUT (so callers can take action via voice or SMS). One — SSO — handles authentication, not alerts.
Each integration is configured once per tenant. After setup, all your flows can use it.
What's available today
Inbound — things that fire flows
| Integration | What it does | Setup |
|---|---|---|
| Webhook | The most generic trigger. Anything that can make an HTTP POST can fire a flow. | None — every flow you make gets its own webhook URL. |
| Email (IMAP) | Monitor a mailbox; fire when emails match a subject/body keyword. | Email Connections. Microsoft Graph for O365, plus generic IMAP. |
| API monitor | Periodically GET an endpoint; fire when the response matches a condition. | API Connections. |
| Azure Monitor | Receive alerts from Azure Monitor alert rules. | Integrations → Azure Monitor. |
| JAMS Scheduler | Receive job-failure alerts from JAMS. Recipients acknowledge from a voice call (press 1 / say "confirm") or by replying to the SMS. | Integrations → JAMS. |
| Windows services | Watch any Windows service on any server and fire when one stops. The same Agent also reports JAMS service health and MSMQ queue depth. | Integrations -> Windows Services. |
Two-way ticketing (ITSM / help desk)
These both fire flows when a ticket comes in and let JAMS write the response back. When an on-call responder Acknowledges or Resolves (by voice, SMS, Teams/Slack button, or the /incidents page), JAMS updates the originating ticket — and if the ticket is resolved on the vendor side, JAMS stops escalating.
| Integration | What it does | Setup |
|---|---|---|
| ServiceNow | Escalate ServiceNow incidents; push Acknowledge → In Progress / Resolve → Resolved back into the incident, with a work note. | Integrations → ServiceNow. |
| Zendesk | Escalate Zendesk tickets; push Acknowledge → Open / Solve → Solved back into the ticket, with an internal comment. | Integrations → Zendesk. |
Also works in reverse — open a ticket from any alert. Beyond receiving tickets, JAMS can create a new ServiceNow incident or Zendesk ticket in response to any other alert (a JAMS job failure, email, API, webhook, or manual send). The on-call responder opens it straight from the call, SMS, Teams/Slack card, or the /notifications page — and doing so also acknowledges the alert. You turn it on per flow; see the ServiceNow and Zendesk guides.
Outbound — what JAMS Incident Management uses to deliver
JAMS Incident Management delivers on six channels: email, SMS, voice call, push, Microsoft Teams, and Slack. The infrastructure behind voice/SMS is dual-provider with automatic failover (Twilio + Azure Communication Services), but it's invisible to users — you don't configure providers per-flow.
Two of these are also integrations you set up once per tenant:
| Integration | What it does | Setup |
|---|---|---|
| Microsoft Teams | Post alerts to a Teams channel or DM linked responders an adaptive card with Acknowledge / Escalate buttons. Acks attribute to the named person and the card flips to "Acknowledged by …". | Integrations → Teams. |
| Slack | Post alerts to a Slack channel or DM linked responders a Block Kit message with Acknowledge / Escalate buttons. Acks attribute to the named person and the message flips to "Acknowledged by …". | Integrations → Slack. |
| Push (PWA) | Deliver to a teammate's installed app on their phone or desktop. | Each user enables it on their own device — see Push Notifications. |
What you DO configure for email: per-tenant email transports if you want emails from your domain rather than JAMS Incident Management's:
| Integration | What it does | Setup |
|---|---|---|
| Microsoft Graph (O365) | Send notification emails through your tenant's Office 365. | Email Connections → Add → Microsoft. OAuth into the M365 account. |
| SendGrid | Send via SendGrid using an API key. | Email Connections → Add → SendGrid. |
| SMTP | Send via any SMTP server. | Email Connections → Add → SMTP. |
If you skip this, emails go from JAMS Incident Management's default sender (alerts@jamssoftware.com). Fine for most teams.
Migrating in from another tool
Migrating from PagerDuty brings across people, teams, schedules, rotations, escalation policies and overrides. You get a full report first — what would be created, the coverage you'd actually end up with, and anything that can't be represented faithfully — and nothing is written until you confirm. Importing people emails nobody; you invite them individually when you're ready to cut over.
Migrating from Opsgenie brings your existing on-call schedules across — rotations, turn lengths, coverage hours, people and overrides — rather than making you rebuild them by hand. You get a full report of what would be created, including the coverage you'd actually end up with, before anything is written.
Worth starting early if it applies to you: Opsgenie closes on 5 April 2027 and any configuration left behind is deleted.
Both start with a read-only check, so you can see exactly what a migration would produce before committing to one.
Authentication — SSO
Single Sign-On (SSO) lets your team log in via your existing identity provider instead of password. JAMS Incident Management supports any standards-compliant OIDC provider — Microsoft Entra ID, Okta, Google Workspace, Auth0, OneLogin, Keycloak, etc.
Detailed walkthroughs for the most common IdPs:
When to use which trigger
A lot of first-time users ask "which integration should I use for X?" Some guidance:
- You have a custom script / app that knows something failed → Webhook. Easiest, most flexible.
- You're already getting failure emails (from a build system, monitoring tool, vendor alert) → Email (IMAP). Don't rebuild what's already working — just teach JAMS Incident Management to read those emails.
- You're trying to monitor an HTTP API for uptime / specific responses → API monitor.
- You're an Azure shop and have alert rules in the portal → Azure Monitor.
- You run ServiceNow ITSM and want a human paged on P1 incidents → ServiceNow. Two-way: the on-call's Acknowledge / Resolve syncs back to the incident. See ServiceNow.
- You run Zendesk and want urgent tickets to page someone, not just sit in a queue → Zendesk. Two-way: Acknowledge / Solve syncs back to the ticket. See Zendesk.
- You run JAMS Scheduler → JAMS integration. Two-way: a failed job alerts your on-call team, who acknowledge from a voice call (press 1 / say "confirm") or an SMS reply — and, with the on-prem JAMS Incident Connector installed, restart / continue / cancel / retry the job right from the phone. See JAMS.
- Your team lives in Microsoft Teams → add Teams as a delivery channel so alerts land where people already are, with one-click Acknowledge / Escalate on the card. See Microsoft Teams.
- Your team lives in Slack → add Slack as a delivery channel — same one-click Acknowledge / Escalate, as a DM or a channel post. See Slack.
When in doubt, start with webhook. It's the most universal and you can switch to a more specific trigger later by editing the flow.
How integrations relate to flows
Each integration is not a flow — it's a connection that flows reference. One integration can be used by many flows. Editing the integration affects all flows that use it (which is usually what you want).
A few examples:
- One Email Connection, many flows. Connect
monitoring@example.comonce; then have separate flows for "alerts containing CRITICAL", "alerts from server X", "alerts from vendor Y". All read from the same mailbox. - One JAMS Connection, one flow. JAMS connections create their own managed flow on save (one connection = one flow, by design — the flow's recipients/channels define how JAMS failures are routed). You can edit recipients on the flow without changing the JAMS connection.
- One SSO config per tenant. Used by every user that logs in.
What's next
- Microsoft Teams — deliver alerts to Teams with one-click Acknowledge / Escalate
- Slack — deliver alerts to Slack with one-click Acknowledge / Escalate
- JAMS Scheduler — alert on failed JAMS jobs
- Azure Monitor — two-way alert acknowledgement
- ServiceNow — two-way ITSM incident escalation + write-back
- Zendesk — two-way ticket escalation + write-back
- SSO overview — let your team log in via your IdP
- Inviting Users — set up the people who'll receive alerts
- Using AI Helper — fastest path to a flow that uses these integrations