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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. Learn more about chat.

You can customize a few settings based on how your team wants to work on requests and issues through 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 triage channel. This means agents can still work on these issues in Slack, and requesters can interact with the Assist bot.

To hide request types as a Jira admin:

  1. From your service project sidebar, select Channels > Chat > Configure.

  2. Navigate to the Request types tab.

  3. Select the request type you’d like to hide.

  4. Check Hide this request type during issue creation in chat.

  5. 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.

To turn off request approvals:

  1. From your service project sidebar, select Channels > Chat > Configure.

  2. From the Settings tab, turn off the Approvals in chat toggle.

Learn more about approvals in Jira Service Management.

Additional Help