Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Set up chat in Microsoft Teams
Set up chat in your service project
A Jira site can only connect to one Microsoft Teams tenant.
To set up chat in your service project:
From your service project sidebar, select Channels, then Chat, then Configure.
Select Add to Teams. This opens the Teams app store listing for Assist.
Select Add to a team.
Search for the private team you’d like to use as your agent team with Assist and select Set up bot.
Once the installation process completes, go through the onboarding tour to finish setup.
During the onboarding tour, you may need to grant the app permissions. If you’re unable to grant permissions, reach out to your Teams admin for assistance. Learn more about managing app permission policies in Teams
After you’ve added Assist to your tenant, go back to the chat setup page. You should see the option to sign in with Microsoft Teams. If not, select Install in Teams again, then:
Select Sign in with Teams.
Select the Microsoft Teams account linked to your tenant to sign in. You may need to enter your password to continue.
Select the request types you want to use in Teams, then select Add.
Some request type fields are not supported and will not be shown on the request form. If you have a required field in a request type that isn’t supported by chat, the request type can’t be used.
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.
Set up your agent team and channels in Teams
Agent team
An agent team is a private team where agents can assign, edit, and respond to requests. Only your agents should be members of these teams, as they impact your bill.
To set up an agent team:
In Teams, create a new private team.
Add Assist to the team:
From the left sidebar, select Apps.
Search for Assist.
Select Add to a team and select your new private team. You may need to request permission from the admin to add the bot.
Go to the Chat tab in the sidebar and check for a message from Assist.
Select Agent channel and follow the prompts to finish setting up your agent team.
Request channels
A request channel is where customers can ask your team for help.
To set up a request channel:
In Teams, create a new public team or choose an existing one.
Add Assist to the team:
From the left sidebar, select Apps.
Search for Assist.
Select Add to a team and select the public team. You may need to request permission from the admin to add the bot.
Go to the Chat tab in the sidebar and check for a message from Assist.
Select Request channel and follow the prompts to finish setting up your request channel.
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