Create issues in Microsoft Teams

There are multiple ways to create issues in Teams.

From a message

Turn a message in a request channel or a direct message into an issue by following these steps:

1. Hover over the message and select the more actions () menu.

2. Select More actions >

3. Select Raise a request with Assist. Select the appropriate service project from the dropdown and select Next.

4. Fill out the form and select Raise request.

The request will be raised and added as an issue to your service project. Assist sends a message with the details of the request to the requester, and agents can work on the issue from the agent channel.

From the Assist app

Customers and agents can also raise requests from the Assist app directly:

1. From the message bar, select the Assist icon (life preserver).

   1. If you don’t see it, select the more actions () menu and search for Assist. Pin the app to your message bar by right-clicking and selecting Pin.

2. Select the appropriate service project from the dropdown and select Next.

3. Fill out the form and select Create ticket.

The customer receives a direct message from the Assist bot with the details of their request. They can add comments to the request card. Comments in the card, the agent channel’s card, and in the issue in Jira Service Management all sync.

Create an issue without a request form

If a service project only has one request type with no required fields — other than summary — Assist won't require a request form. Instead, Assist immediately creates an issue with the request type linked to that service project.

Unexpectedly seeing a form

If you unexpectedly see a form, navigate to your service project settings and ensure there are no required fields other than summary. Find this on the request types customer form.

Setting up a form

If you want a form, either add a second request type or navigate to your service projectsettings and mark a field other than summary as required. Find this on the request types customer form.