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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

Manage Chat settings

Chat allows you to connect your service project with Slack so you can receive support requests in Slack and turn them into issues.

You can customize a few settings based on how your team wants to work on requests and issues through Slack.

Enable automatic issue creation

You can turn on automatic issue creation in request channels, which removes a step for your agents and requesters.

If forms are required, the requester receives an automatic prompt to fill one out. If forms aren’t required, the message turns into an issue automatically.

Assist adds a :lightning: emoji to the message to indicate automatic ticket creation.

To enable automatic issue creation as a Jira admin:

  1. From Jira Service Management, go to Project settings () > Chat.

  2. From the Slack tab, find the request channel you’d like to manage. Select the header or pencil icon to open the settings.

  3. Check Automatically create issues from messages.

  4. Select Save changes.

Enable private updates

Depending on the project, you may want to turn private updates for issues. When enabled, all issue updates, like comments and status changes, send via private direct message with the requester, rather than posting publicly in the request channel.

If someone adds a comment to the thread in the request channel, Assist deletes that message and sends a whisper privately to the user telling them to navigate to their direct messages with the bot.

To enable private updates as a Jira admin:

  1. From Jira Service Management, go to Project settings () > Chat.

  2. Navigate to the Settings tab.

  3. Turn on the Private updates setting.

Turning on private updates affects all request channels in the project.

Hide a request type in Slack

You can disable the request types that show during issue creation. This means that when someone tries to raise a request in Slack, they won’t see that type as an option.

If someone raises a disabled request type a different way — like by email or the customer portal — the issue still appears in the linked triage channel. Agents can work on the issue in Slack and requesters can interact with the Assist bot, too.

To hide request types as a Jira admin:

  1. From Jira Service Management, go to Project settings () > Chat.

  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.

Additional Help