Preset: Teams

Set-up guide

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

Project restriction	Decide between Jira or JSM projects. If you wish to modify the restriction, a new Preset must be created.
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.

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. Jira field: Enter a Jira field term to be added here.
Chat access	Decide whether to share the content of the chat or to keep it private.

Chat notifications

Smart Connect	Selectable with project restriction: Jira projects Operating as a bot, our Smart Connect app will post updates into the corresponding chat. This has to be approved by your Microsoft admin.
Customer Portal (JSM projects only, e.g. “Support”)	Selectable with project restriction: JSM projects Operating as a bot, the customer portal will post customer-related issue changes (updates) into the corresponding chat.

Built-in automations

Please note: Chat notifications (as mentioned 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.

If you want to set up more advanced Jira automation rules with Microsoft 365, click here.

Chat created >> add Jira comment	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) >> Hide chat	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) >> Remove reporter and request participants from chat JSM ONLY	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.
Issue updated (resolved) >> Chat backup*	Whenever an issue is resolved, the corresponding chat(s)/conversation(s) will be backed up as a PDF file to the issue.
*Generate keyword comment	Define a set of keywords to easily find the PDF afterwards (in Jira).

Finish set-up

Create

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 for all projects

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.