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 blueprints

You can create presets from scratch (first two options) or from a preconfigured blueprint (see options below under “recommendations”). Blueprints are available for specific use cases, such as incident chat or internal chat.

Teams chat/channel Preset blueprints provide pre-filled configuration options for:

Participants (Jira or static field)
Access options (sharing)
Chat notifications
Built-in automations

You can adjust or accept these options.

When creating a Preset, you can choose between a JSM or Jira project. Configuration options differ based on the Preset type.

Preset framework

Preset icon & name	Choose a specific name and icon so that users understand the usage of 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.

Chat/channel post 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.

Participants

Static user: Search by email for a required persons.
Jira field: Enter a Jira field term to be added here.

Template

Choose among defined chat/channel templates to define the message content when using the Preset in Jira.

Create a global Preset:
Only globally defined templates can be accessed.

Create a project specific Preset:
Globally and project specific templates can be accessed.

Create a new template:
If existing templates do not meet your criteria, set up a new one directly from the Preset configuration.

Access

Decide whether to share the content of the chat or to keep it private.

Chat notifications

Only one app per Preset can be selected!

Smart Connect app
(Teams app)

If the preset is for Jira projects, only the Smart Connect app is available. The Teams portal app is hidden.

Operating as a bot, our Smart Connect app will post updates (as selected) into the corresponding chat/channel.

Helpdesk
(Teams portal app)
JSM ONLY

If the Preset is set up for JSM projects, the admin can choose between the Teams app or Teams portal app.

Teams portal bot (referred to as “Helpdesk” below):
Customer-related updates will be posted in the existing customer chat/channel.
We recommend using this bot for customer-facing notifications.

Smart Connect bot:
Only those changes to the work item as being selected here, will be posted into the relevant chat/channel.
Use this bot especially for internal communication, like triage cases.

Learn more about notifications in JSM projects here.

Built-in automations
NOT EDITABLE BY THE USER

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 and make workflows more efficient in Jira and/or JSM projects. No manual setup is required. These settings are active throughout the chat's lifecycle and have no automation service limit.

JSM projects
Chat created >> JSM comment	Whenever a Teams chat is created, a comment will be added to the request (and involved persons will be notified via email).
Chat created >> Assign user to request	The user will automatically be assigned to the request, if they start a chat (provided that the user has permissions to assign themselves).
Chat created >> Call chat	As soon as a chat is started from Jira related to the request, a MS Teams call will automatically be initiated with all involved people. This can be helpful when requests need to be solved quickly.
Request resolved >> Chat backup*	Generate a backup of the Microsoft Teams chat linked to this Preset and attach it as a PDF file in the Jira issue. Prompt a summary as a comment when the following toggle is enabled and choose the language:
Request resolved >> Hide chat	Hide the chat connected to this Preset in Microsoft Teams. Reporter, customer users and request participants will still be able to see the chat.
Request resolved >> Remove reporter and request participants from chat	Reporter and request participants will be removed from the Microsoft Teams chat, once the issue is resolved. This is useful in a JSM context, so customers won’t use the existing communications for new topics. However, they will not be able to complete the CSAT survey.
PROJECT SPECIFIC Chat created >> Transition request and Chat message received (after resolution) >> Transition request	When a chat linked to a JSM request is created, the rule triggers a predefined workflow transition on that request. Choose which transitions to use when the chat starts. You can: Pick specific transitions for each workflow, or Use transitions that share the same start and end statuses across multiple workflows. Please note: Only transitions without screens are available. For specific workflows: choose one “any status” transition per workflow, or multiple transitions from specific statuses. For shared transitions: choose one “any status” transition, or multiple transitions from specific statuses across workflows.
Jira projects
Chat created >> Jira comment	Whenever a Teams chat is created, a Jira comment will be added to the work item (and involved persons will be notified via email).
Chat created >> Assign user to Jira work item	The user will automatically be assigned to the work item, if they start a chat (provided that the user has permissions to assign themselves).
Chat created >> Call chat	As soon as a chat is started from Jira related to the work item, a MS Teams call will automatically be initiated with all involved people. This can be helpful when requests need to be solved quickly.
Work item resolved >> Chat backup*	Generate a backup of the Microsoft Teams chat linked to this Preset and attach it as a PDF file in the Jira issue. Prompt a summary as a comment when the following toggle is enabled and choose the language:
Work item resolved >> Hide chat	Hide the chat connected to this Preset in Microsoft Teams. Reporter, customer users and work item participants will still be able to see the chat.
PROJECT SPECIFIC Chat created >> Transition work item	When a chat linked to a Jira work item is created, the rule triggers a predefined workflow transition on that request. Choose which transitions to use when the chat starts. You can: Pick specific transitions for each workflow, or Use transitions that share the same start and end statuses across multiple workflows. Please note: Only transitions without screens are available. For specific workflows: choose one “any status” transition per workflow, or multiple transitions from specific statuses. For shared transitions: choose one “any status” transition, or multiple transitions from specific statuses across workflows.

Built-in automation: Transition request/work item

The following explanation is based on the Teams preset.

Select one or more transitions from specific workflows and have them also listed in the shared across workflows tab, if the selected ones also exist in other workflows.

Select transitions via the tab “ from specific workflows” …

… and also see them listed in the “shared across workflows” tab

Start by selecting transitions which are shared across workflows. Switch to the tab for specific workflows to see all workflows containing the selected transition. Delete or keep transitions, if desired.

Select transitions via the tab “shared across workflows” …

… and also see them (categorized) in the “from specific workflow” tab

Please note:
Whenever there is an “any status”-transition selected, no other transition can be selected in this workflow.

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

Finish set-up

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.