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.

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

Create Teams chat or meeting for an incident

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

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

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

4. Under the Type field, select Chat. 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 [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

• 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.

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.