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 Slack
Chat allows you to connect your service project with Slack so you can turn messages into issues and work on them, all without leaving Slack. Learn more about chat.
You must be a project admin to set up chat.
Set up chat in your service project
A Jira site can only connect to one Slack workspace.
To set up chat in your service project:
From your service project sidebar, select Channels, then Chat, then Configure.
Select Add to Slack.
Select the Slack workspace you want to connect your Jira site to then select Allow. If another service project on your Jira site is connected to Slack, you can’t select another workspace.
Select the request types you want to use in Slack, then select Add. You can add more later.
The last step creates a private agent channel for your team. Assist suggests a name based off your project key, but you can rename it if you want. Select Create to finish setup.
Some request type fields aren’t supported and won’t show on the request form. If you have an unsupported required field in a request type, you can’t use it in chat. If you want to use the request type without the unsupported field, make sure it’s not required.
Set up your channels in Slack
Agent channel
An agent channel is a private channel within your Slack workspace where agents can assign, edit, and respond to requests.
Assist creates an agent channel for you during the initial onboarding steps, or you can also use a channel you already have:
In Slack, find the private channel or create a new one.
Add Assist to the channel:
Type /add as a message in the channel.
Select Add apps to this channel.
Search for Assist.
Select Add.
Select the service project you’d like to connect to the agent channel.
Go back to the chat onboarding steps and refresh the page to view your settings.
Request channels
A request channel is where people can ask your team for help.
Like agent channel setup, you can either have Assist create a request channel for you or use an existing one.
Create request channel with Assist
From your chat settings, under the Channels heading, select Create request channel.
Assist suggests a name based off your project key, but you can rename it if you want.
Select Create.
Use an existing channel for requests
To set up a request channel:
In Slack, find the channel or create a new one.
Add Assist to the channel:
Type /add as a message in the channel.
Select Add apps to this channel.
Search for Assist.
Select Add.
When prompted, select that you want to use the channel as a Request channel.
Select the correct service project from the list.
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