Connect Microsoft Teams with Jira Service Management

Microsoft Teams is a chat and video-conferencing tool that you can connect to Jira Service Management to make it easy for incident responders to communicate, collaborate, and resolve incidents. It’s supported in IT service management projects for which the Incidents work category is enabled. Learn how to add a work category to your service projects.

By connecting Jira Service Management with Microsoft Teams, you can:

• easily create chats and meetings to collaborate during incidents

• invite responders to join your chat and meeting

• view all incident details in the chat and meeting

• send updates to stakeholders

• update the incident priority and assign the incident to yourself from the chat

• add chat messages from Teams as internal notes to the incident or as a reply to the customer.

To get started, a site admin needs to connect the Jira Service Management site with a Microsoft tenant.

Connect your Jira Service Management site to your Microsoft tenant

You can connect your Jira Service Management site with multiple Microsoft tenants, and vice versa (a single Microsoft tenant can be connected to multiple Jira sites). This helps your teams respond to alerts and incidents from various Jira Service Management sites on any Microsoft tenant.

You need to be a site admin to connect a Jira Service Management site to a Microsoft tenant.

1. Open Jira Service Management, go to Settings > Products > Operations > Chat and video tools > Microsoft Teams, and select Connect new tenant.

2. Once you sign in to your Microsoft account, you’ll be redirected to Jira Service Management where you’ll see that the Microsoft Teams Administrator’s permission is required for Jira Service Management to create chats and meetings in Microsoft Teams.

3. If you’re the Teams Administrator, select Give permission.

4. If you’re not the Teams Administrator, select Copy link and share it with your Teams Administrator so they can authorize you to give permission to Jira Service Management. Once you’re authorized, select Give permission to continue. Learn more about permissions required by Atlassian ChatOps.

Once you’ve connected your Microsoft tenant with Jira Service Management, it will be available across all service projects to be used for creating chats and meetings for incidents. Learn how to create Microsoft Teams chat or meeting for an incident.

If you don’t wish to use your Microsoft tenant in a specific service project, you can disconnect it by:

1. From your service project, select Project settings, then Operations, then Incident management.

2. Under Communication preferences, switch on or off the Microsoft Teams option.

You’ll no longer be able to create chats and meetings for incidents in that project. You can switch it back on at anytime.

Disconnect your Jira Service Management site from your Microsoft tenant

You need to be a site admin to disconnect a Jira Service Management site from the Microsoft tenant.

1. From the top right of your screen, select Settings > Products.

2. Under Operations, select Chat and video tools.

3. Under Microsoft Teams, select the X icon under Actions and confirm the action.

When you disconnect, you don’t delete any of your data in Microsoft Teams. You're only removing its connection with Jira Service Management, so no new Microsoft Teams chats or meetings can be created from Jira Service Management. You can reconnect it at any time.

Permissions required by Atlassian ChatOps

Atlassian ChatOps requires the following permissions to read data and perform actions on your behalf:

• Create a chat: Allows the app to create chats in Microsoft Teams.

• Manage users in a chat: Allows the app to give users access and remove user’s access to an entire chat. All old messages will be visible to anyone who joins the chat.

• Maintain access to data: Allows the app to continue having access to any data that you’ve given it access to, using the user token.

• Manage a user’s meetings: Allows the app to manage all meetings of a user in Microsoft Teams.

• Read a user’s sign-in credentials: Allows the app to read the credentials of a user (example: user ID and email ID).

• Join a chat or meeting: Allows Microsoft Teams to add the app to chats and meetings that are created from Jira Service Management.

• Add Atlassian ChatOps app for a user: Allows the app to be added for a user on Microsoft Teams, so they can perform actions on incidents from Microsoft Teams.

• Read a user’s basic profile information: Allows the app to read a user’s basic profile information (example: user ID, email ID, and the organization name).

• Read all users' basic profile information: Allows the app to read all users’ basic profile information (example: user ID, email ID, and the organization name). This is required to add and remove users from chats and meetings, and look up user data.