HR service management with Microsoft 365 for Jira

Manage HR service requests — like sick leave, vacation requests, or updates to personal data — right where your employees work: in Microsoft Teams, with Jira Service Management running reliably in the background.

• Embed the JSM portal as a tab in Teams for easy, company-wide access.

• Start Teams chats directly from JSM requests to communicate with employees and colleagues instantly.

• Send approval notifications to stakeholders in Teams — no JSM login required.

• Keep the full power, structure, and transparency of JSM behind every interaction.

Challenge

Imagine an employee needs to request time off, update their personal information, or inquire about benefits. Instead of having one clear path, they’re unsure whether to send an email, fill out a form on an HR portal, or message someone on Teams. Meanwhile, HR professionals are managing these requests across scattered tools and inboxes, with limited visibility and inconsistent processes. The result? Delays, confusion, and a poor employee experience.

Solution

By integrating Microsoft 365 with Jira Service Management, HR service management becomes streamlined and transparent - all while staying inside Microsoft Teams and Outlook. HR teams keep the structure and power of Jira Service Management, while employees interact with HR via the tools they already use.

The process can be broken down into three key steps:

Benefits

• Simplified HR access: Employees can easily submit HR-related requests - such as leave applications or personal data changes - directly from Microsoft Teams or Outlook.

• Faster, clearer communication: Chats, emails, and meetings related to each request stay connected to the Jira ticket, improving context and responsiveness.

• Seamless collaboration: HR agents can work together on requests in Teams, gather approvals, and keep all interactions documented and traceable in JSM.

Raise HR requests

Bring your HR portal to where employees already work. Using Microsoft Teams and Outlook, employees can raise requests without leaving their flow. Every request becomes a fully-structured Jira Service Management ticket, keeping workflows consistent and auditable.

• HR portal in Teams: Add the JSM HR portal as a tab in Teams, making it easy for employees to submit requests like sick leave, onboarding, or HR case inquiries.

• Request creation from Teams: HR requests can be created directly from chats or channel conversations.

• Request creation from Outlook: Emails to HR can be converted into JSM tickets, ensuring nothing falls through the cracks.

Employee-facing communication

Employees stay in Teams; HR stays in JSM - but both are connected. Every chat, meeting, or email is linked to the request, improving traceability and speeding up resolution.

• Chat with employees: HR agents can chat directly with employees and ticket participants from within the Jira request. You can add a chat backup and an AI driven summary of your chats as a comment to your JSM HR requests.

• Schedule meetings: Schedule follow-up meetings with employees via Outlook, directly from the JSM ticket.

• Let employees book time: Enable employees to book a meeting with HR via Microsoft Bookings, connected to their request.

• Send emails from the request: HR can send traceable, personalized emails from within JSM - using Outlook - ensuring all communication is documented.

HR team communication

Whether it’s clarifying a request, gathering approvals, or syncing calendars - HR teams can collaborate efficiently in Microsoft Teams with everything tied back to Jira Service Management.

[Screenshot approvals in Teams]

• Request channels: Share requests in a dedicated Teams channel for quick team input. You can add a chat backup and an AI driven summary of your conversations as a comment to your JSM requests.

• Internal chat: Chat with co-workers inside Teams, with conversations linked to the ticket for context (incl. chat backup and an AI driven summary).

• Approvals via Teams bot: Send approval requests to stakeholders as Teams notifications - no need for JSM access. To use this feature, make sure the approval step is part of your Jira Service Management workflow and follow the guidelines from Atlassian.

• Internal meetings: Schedule meetings with HR colleagues from the Jira request to coordinate actions.

• Calendar integration: View HR team availability in Outlook from within JSM to streamline scheduling.

• Board in Teams channel: Display a board view of HR service requests in a Teams tab using Smart Connect.

HR service management made simple

Combining Microsoft 365 and Jira Service Management makes it easy to manage core HR processes like onboarding, offboarding, benefits inquiries, and leave requests - with a consistent, integrated, and employee-friendly approach. Empower your HR team with structure and visibility, while making it easier for employees to get the support they need.