Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Chat connects your service project with either Slack or Microsoft Teams to create issues directly from messages. When customers ask for help in chat, your agents respond, transition issues, and close requests — all without leaving Slack or Teams.
Your service project connects to either Slack or Teams through an app called Atlassian Assist.
If you’re ready to set up chat for your service project, follow the steps for your tool below:
A Jira site can only connect to one Slack workspace or Microsoft Teams tenant.
When you connect your service project to Slack or Teams, you’re prompted to create an agent channel or team. This is where your agents can assign, edit, and respond to issues, so they should be the only members.
Each service project has one agent channel.
Team members can approve issues directly from Slack or Teams. Learn how to set up approval steps.
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.
Learn more about approvals in chat:
A request channel is where customers ask your agents for help. When someone sends a message in a request channel, create an issue by reacting with a ticket emoji (:ticket:) for Slack or selecting More actions for Teams. Once an issue is created, it appears in your agent channel in Slack or Teams and in your service project.
When an agent works on an issue, comments post to Slack or Teams so the customer can respond. Unlike an agent channel, you can have more than one request channel for each service project.
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.
The following Jira Service Management field types are supported in chat:
Checkboxes
Component fields
Date Picker
Labels
Number field
Select list (single or multiple choices)
Short text (plain text only)
Text field (single line)
Text field (multi-line)
User picker
Paragraph (supports rich text)
Radio buttons
Select list (cascading)
You can also connect six computed fields with chat, which sync information like where the request was raised and when it was created.
To begin, create custom fields that follow these exact naming conventions and field types:
triageChannelLink (URL or text field) – link to the agent channel
requesterChannelLink (URL or text field) – link to the request channel
ticketCreationMethod (text or text field) – how the request was raised (from app home, a request channel, etc)
createdAtComputed (date/time or text field) – what time the request was raised
originalMessageTime (date/time or text field) – when the original message was posted
slackCreationChannel (text field) – the channel where the request was raised
Make sure you add the new fields to the connected request types to start syncing this data.
When your service project is connected to chat, comments and actions in Slack or Teams immediately sync with the issue, and vice versa.
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