Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Manage chat settings for Microsoft Teams
Chat allows you to connect your service project with Microsoft Teams so you can turn messages into issues and work on them, all without leaving Teams. Find out more about chat.
You can customize your settings based on how your agents work on requests in Teams.
Hide a request type in Teams
You can hide the request types that show during issue creation. This means that when a customer tries to raise a request in Teams, they won’t see that type as an option.
If someone raises a hidden request type a different way — like by email or the customer portal — the issue still appears in the linked agent channel. This means agents can still work on these issues in Slack, and requesters can send replies on their requests in Teams.
To hide request types:
From your service project sidebar, select Channels, then Chat, then Configure.
Go to the Request types tab.
Select the request type to hide.
Select Hide this request type during issue creation in chat.
Select Save changes.
Manage request approvals
By default, request approvals are turned on in chat. This means approvers receive a message from Assist when a request requires their approval, and they can take action directly from Teams.
If an approver group is assigned a request, they won’t receive notification in Teams and need to take action from email or Jira Service Management.
To turn off request approvals:
From your service project sidebar, select Channels, then Chat, then Configure.
From the Settings tab, turn off the Approvals in chat.
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