Create chat channel and video conference for an incident
Changes to Free and Standard plans in Jira Service Management
As of October 16, 2024, advanced incident management capabilities (such as major incidents and post-incident reviews) for Jira Service Management will move from Standard to Premium plans. After this point, only Premium and Enterprise plans will have access to these capabilities.
Existing projects in Free and Standard plans will continue to support existing request types and work types. Read more about the plan changes.
Once an admin has connected tools like Slack, Microsoft Teams, or Zoom to your site and project, you can create chat channels on Slack and Microsoft Teams, and Zoom meetings to collaborate on incidents. Learn more about using chat and video tools to resolve incidents
Slack
Add Slack channel for an incident
From the project navigation on the left, select Incidents.
Open the incident you’d like to create the chat channel for.
In the Details section, find the Slack field and select Add channel.
Choose if you want to create a new channel or select an existing channel.
Select a Slack workspace you’d like to create or select the channel from.
If you’re creating a new channel, you can edit the channel name and add a description. Else, you’ll just need to select the existing channel.
Select Add.
Your channel will be created in your connected Slack workspace and be linked to the incident’s details section. We'll automatically add incident responders to that channel.
To go to the channel you’ve created, select Open [channel name] from the Slack field in the Details section of the incident.
Automate creating Slack channel for incidents
The Create Slack channel for incident action automates creating a Slack channel for incidents and adding incident responders to it, based on the conditions you specify in the rule. You even get to customize the name, description, and members of the channel.
Perform incident actions on Slack
Once a Slack channel has been created, you can perform several incident actions through that channel.
As soon as the channel is created, you'll receive a summary of the incident from which you can add responders and stakeholders, add affected services, send stakeholder updates, update the incident status, and priority.
Remove Slack channel from an incident
When you remove a Slack channel from an incident, it isn’t deleted from Slack. You're only removing its connection with the incident in Jira Service Management.
Once you remove a channel, you can't add it to back to the incident. You can create a new one at any time.To remove a chat channel from an incident:
To remove a chat from incidents:
From the navigation on the left, select Incidents.
Open the incident you’d like to remove the chat channel from.
In the Details section, find the Chat channel field.
Select X next to the chat channel name.
Create a new incident from Slack channels
To create a new incident from your Slack channels:
Send
/jsmops create incidenton any Slack channelSelect a service project
Choose if you want to create a new channel or use an existing channel to link your incident
Enter the new Slack channel details or select an existing channel
Enter the incident details (request type, summary, description, etc.)
Select Create and you’ll receive a success notification once your incident is created. This can take a few seconds.
Microsoft Teams
Create Teams chat or meeting for an incident
From the navigation on the left, select Incidents.
Open the incident you’d like to create the chat or meeting for.
In the Details section, find the Microsoft Teams field and select Create chat or meeting.
Select the Microsoft tenant you want to create your chat or meeting in.
Under the Type field, select Chat. To start a video call with your team, select Meeting.
You can edit the auto-filled Chat name.
Add a Chat description.
Add people to your chat using the Participants field.
Select Create.
The group chat you’ve created will be linked to the incident’s details section. Select Open [chat/meeting name] from the Microsoft Teams field in the Details section of the incident.
Perform incident actions on Microsoft Teams
Once a Microsoft Teams chat has been created, you can perform several incident actions through it. As soon as the channel is created, a summary of the incident will be sent to the chat so that participants can:
update the incident priority
assign the incident to themselves
send stakeholder updates
add chat messages from Teams as internal notes to the incident or as a reply to the customer. You can do this from More options of a chat message.
Remove Microsoft Teams chat or meeting from an incident
When you remove a Teams chat from an incident, it isn’t deleted from Microsoft Teams. You're only removing its connection with the incident in Jira Service Management.
Once you remove a chat or meeting, you can't add it to back to the incident. You can create a new one at any time.
To remove a chat or meeting from incidents:
From the navigation on the left, select Incidents.
Open the incident you’d like to remove the chat from.
In the Details section, find the Microsoft Teams field.
Select X next to the chat channel name.
Zoom
Create Zoom meetings for an incident
From the navigation on the left, select Incidents.
Open the incident you’d like to create the meeting for.
In the Details section, find the Zoom field and select Create meeting.
Edit the meeting topic and choose if you’d like to add the meeting’s recording as an internal note, and select Create.
You can copy the invite link to share it with your team so they can join it.
The meeting you’ve created will be linked to the incident’s details section. Select Join meeting from the Zoom field in the Details section of the incident or copy the invite link and share it with your team so they can join it.
Remove Zoom meeting from an incident
When you remove a Zoom meeting from an incident, it doesn’t end the meeting. You're only removing its connection with the incident in Jira Service Management.
Once you remove a meeting, you can't add it to back to the incident. You can create a new one at any time.
To remove a meeting from incidents:
From the navigation on the left, select Incidents.
Open the incident you’d like to remove the chat from.
In the Details section, find the Zoom field.
Select X next to the meeting.
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