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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

Create a chat channel from an incident

Once an admin has set up a chat tool like Slack and Microsoft Teams for your site and project, chat channels can be used for collaboration by the incident response team.

Learn how to connect a new Slack workspace to your service project or learn how to connect Microsoft Teams to your service project.

You can access the chat channel from an incident’s issue view by selecting Create channel or Open [channel name] in the Chat channel field.

Slack

If you don’t have the option to create a Slack chat channel for an incident, it means that Slack isn't available in your region yet.

Create Slack channel for an incident

  1. From the navigation on the left, select Incidents.

  2. Open the incident you’d like to create the chat channel for.

  3. In the Details section, find the Chat channel field and select Create channel.

  4. If required, select a Slack workspace to create the channel in.

  5. Edit the channel name and add a description.

  6. Select Create.

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 Chat channel field in the Details section of the incident.

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 a responder or stakeholder, resolve or close, or change the 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 chat channel, you can't reconnect it. You can create a new chat channel at any time.

To remove a chat channel from an incident:

  1. From the navigation on the left, select Incidents.

  2. Open the incident you’d like to remove the chat channel from.

  3. In the Details section, find the Chat channel field.

  4. Select X next to the chat channel name.

Microsoft Teams

Microsoft Teams for Jira Service Management is now available for early access. Sign up to get early access.

Create Teams chat for an incident

  1. From the navigation on the left, select Incidents.

  2. Open the incident you’d like to create the chat channel for.

  3. In the Details section, find the Microsoft Teams field and select Create chat or meeting.

  4. Under the Type field, select Chat.

    1. To start a video call with your team, select Meeting.

  5. You can edit the auto-filled Chat name.

  6. Add a Chat description.

  7. Add people to your chat using the Participants field.

  8. Select Create.

The group chat you’ve created will be linked to the incident’s details section. Select Open [channel name] from the Chat channel 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 to update the incident priority or assign the incident to themselves.

Remove Microsoft Teams chat 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 channel, you can't reconnect it. You can create a new chat channel at any time.

To remove a chat from incidents:

  1. From the navigation on the left, select Incidents.

  2. Open the incident you’d like to remove the chat from.

  3. In the Details section, find the Microsoft Teams field.

  4. Select X next to the chat channel name.

Additional Help