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Create a chat channel from an incident

This article refers to features that are currently rolling out. To find out when these features will be live on your site, keep an eye on our release notes or the Atlassian Community.

Once an admin has added a chat tool to your project, such as Slack, you can create Slack channels from within the issue view of an incident. You can access Slack when dealing with an incident by selecting the ‘Create channel’ or ‘Open [channel name]' links in the Chat channel field in the Details section of the issue view of an incident

Learn how to connect a new Slack workspace to your service project.

Creating and adding Slack channels to an incident

  1. From your service project, go to Incidents.

  2. Open the Incident you’d like to add a chat channel to.

  3. In the Details section to the right of the issue view, find the Chat channel field.

  4. Select Create channel.

  5. Select the Slack workspace to create the channel in.

  6. Add a channel description.

  7. Select Create.

Your Slack channel will be created in your connected Slack workspace and we'll add a link to the detail of the incident. We'll also automatically add incident responders to that channel so you can start communicating immediately.

You can select Open [#channel name] from the Chat channel field to the right of the issue view.

Performing incident actions on Slack

Once a Slack channel has been created, you can perform several incident features through that channel. In the channel, you'll be sent a summary message from which you can add a responder or stakeholder, resolve or close the incident or change the priority of the incident.

Removing a Slack channel from an incident

When you remove a Slack channel from an incident, you don't delete it from the Slack app. You're only breaking its connection with the incident in Jira Service Management. However, you can't connect an existing channel with an incident.

Once you remove a channel you can't re-connect it, but you can always create a new one at any time.

To remove a chat channel from an incident:

  1. From your service project, go to Incidents.

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

  3. In the Details section to the right of the issue view, find the Chat channel field

  4. Select the 'x' button to the right of the chat channel name.

 

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