Your first stop for learning how to get started with Jira Service Management.
Your connects to either Slack or Teams through an app called .
If you’re ready to set up chat for your service project, follow the steps for your tool:
A Jira site can only connect to one Slack workspace or Microsoft Teams tenant at a time.
When you connect your to Slack or Teams, you’re prompted to create an or team. This is where your agents can assign, edit, and respond to issues, so they should be the only members.
Each has one .
Team members can approve issues directly from Slack or Teams. Find out more about approvals in Jira Service Management.
If a request type with an approval step is set up with chat, Assist sends approvers a direct message with the option of approving or declining the request.
Discover more about approvals in chat:
A is where customers ask your agents for help. When someone sends a message in a , agents can create an issue by:
Once an issue is created, it appears in your in Slack or Teams and in your . When an agent works on an issue, comments post to Slack or Teams so the customer can respond.
Unlike an , you can have more than one for each .
You can select which request types you want to use in Slack or Teams, however, some fields aren’t supported and won’t show on the request form.
If you have a required field in a request type that isn’t supported by chat, you can’t use that request type. If you want to use the request type without the unsupported field, just make sure it’s not a required field to avoid any errors.
Supported field types
Chat supports several Jira field types:
Select list (single or multiple choices)
Short text (plain text only)
Text field (single line)
Text field (multi-line)
Paragraph (supports rich text)
Select list (cascading)
Synced comments and actions
When your is connected to chat, comments and actions in Slack or Teams immediately sync with the issue, and vice versa.