Preset: Teams
Preset for the Microsoft Teams feature can be defined for chats and channel conversations. Learn more about the configuration process below.
Configure a Preset for Teams chats
Click through this short demo to configure a Preset for Teams chats.
Configure a Preset for Teams Channel conversations
Click through this short demo to configure a Preset for Teams channel conversations.
Preset settings
Preset framework
Framework settings
NOT EDITABLE BY THE USER
Create your Preset for all or only JSM projects.
Decide on a name and description. Find a little preview of your Preset on the right.
Preset features | Decide between Jira or JSM projects. |
Preset name | Choose a specific name so that users understand the usage of the Preset. |
Preset icon | Choose a suitable icon for the Preset. |
Preset tag | Use tags e.g. “internal” / “external” / “sensitive” etc. to categorize the Preset for the user. |
Preset description | Be as precise as possible to distinguish easier among your Presets. |
Default settings
To access chat participants or MS Teams channels, you must log in with your Microsoft 365 account via this button on the bottom of the page. 
Set defaults
EDITABLE BY THE USER
Decide on chat title and message content (based on a template), participants and chat access options here.
The user can edit these settings in the issue, if desired.
Chat title & message | Choose among established chat templates which content should be prefilled with a Preset for your Teams chats. Give the chat Preset a title. |
Participants | Static user: Search by email for a required persons. |
Chat access | Decide whether to share the content of the chat or to keep it private. |
Notifications in Microsoft Teams
Only one app per Preset can be selected!
Notification settings
NOT EDITABLE BY THE USER
For Teams chats, you can choose which app should post updates about the issue or request to the relevant Teams chat.
Teams app (Smart Connect) | Selectable with Preset features: Jira projects  |
Teams portal app (your JSM customer portal in Teams) | Select with Preset features: JSM projects Teams portal bot (referred to as “IT support” below): Customer-related updates will be posted in the existing customer chat. We recommend using this for customer-facing notifications.  |
Built-in automations
Please note: Chat notifications (see above) will automatically be configured as built-in automations.
Choose from built-in automations that integrate Microsoft 365 features with Jira. No manual setup is required. These settings are active throughout the chat's lifecycle and have no automation service limit.
Automate workflows
NOT EDITABLE BY THE USER
As soon as notification options have been selected, our app adds the corresponding built-in automation.
Create a new one or edit existing ones via the “arrows” next to the automation.
Use automation rules to make workflows more efficient.
Chat created | Whenever a Teams chat is created, a Jira comment will be added to the issue (and involved persons will be notified via email) |
Issue updated (resolved) | Whenever an issue is resolved, the corresponding Teams chat(s)/conversation(s) will be hidden in MS Teams for the service agents |
Issue updated (resolved) | Whenever an issue is resolved, the corresponding chat(s)/conversation(s) will be backed up as a PDF file to the issue. |
Issue updated (resolved) | Whenever an issue is resolved, reporter and request participants will be removed from chats (useful in JSM context so customers won’t use the existing communications for new topics). Thus, they will not be able to complete the CSAT survey. |
*Generate keyword comment | Define a set of keywords to easily find the PDF afterwards (in Jira). |
If you want to set up more advanced Jira automation rules with Microsoft 365, click here.
Finish set-up
Create Preset
NOT EDITABLE BY THE USER
When finishing the set-up of the Teams Preset, you can decide between different activation options.
Create only | Create the Preset and it will be available in the admin / project settings in Jira. It needs to be manually activated via the settings. |
Create + activate globally | Create and activate the Preset and it is automatically active in all Jira projects with no project-specific settings. 📌 Please note: If there are project specific settings, the project admin still needs to activate the Preset manually via the project settings. |
Create + force activation | Create and activate the Preset and it is automatically active in all Jira projects regardless of project-specific settings. 📌 Please note: Project specific settings will be overridden and the Preset will automatically be available and selectable in the Jira issue. |