About
Use templates (globally / or project - specific) to prepare preconfigured content for Microsoft Teams chats, channel conversations, Outlook meetings and emails.
1. Overview
The below demo video shows an exemplary set-up of an email template (globally)Add global or project-specific templates to quickly send standardised Outlook emails or define customer chats via MS Teams (particularly useful for JSM projects). The following section provides detailed information on how to customise the content of your templates.
Especially for Jira Service Agents working with Jira Service Management and Microsoft 365 this is a neat feature. It allows for efficient communication without typing the same message repeatedly.
Templates are all set-up the same way in Microsoft 365. So if you can do emails, you can also set-up chats and meeting templates! 👏
Demo video
The below demo video shows an exemplary set-up of an email template (globally).
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Facts & Benefits
Fact: add global or project specific templates to
e.g. quickly send standardized Outlook emails
e.g. prepare meetings information (when scheduling a meeting)
e.g. and set-up preconfigured Teams chats (content) from within Jira (especially useful in JSM projects)
Benefit: Templates are set-up the same way for emails, chats and meetings
Create templates either globally for all Jira projects or only for specific ones
Benefit: Save time by simply choosing a suitable template when working in your Jira issue
Templates can be always edited / changed before using and sending them.
Benefit: especially for Jira Service Agents working with Jira Service Management and Microsoft 365 this is a neat feature. It allows for efficient communication without typing the same message repeatedly.
2. Create a template
Jira admin settings (globally)
Option A: Go to your Jira admin settings → Click on “Templates”.
You get an overview of all templates created for emails, chats and meetings. Create a new one here, as well.
Project specific settings
Option B: Set-up templates in your Jira project.
Go to your project settings → Click on “Microsoft 365 Templates”. You can also select from templates created globally.
Set-up a template
Fill in the fields and get a preview when selecting an issue.
This way you can finetune your template, if necessary.
Insert issue details* relevant to the email, chat or meeting.
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Tip: Use emojis to better differentiate between the templates later in the overview |
Choose a template/default
After saving and publishing the template, you can choose among all templates created.
Set a default template for your users. They can change it in their issue later, if required.
Jira issue view
Users now can get an accurate email, meetings or chat template when working in their Jira issue.
Choose among the drop down to use another template, if needed.
Smart values
* Insert any additional Jira issue field with the shown handlebars syntax in the body and subject.
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If you like to dig deeper feel free to learn more about smart values, functions and examples. |
Configurations
As mentioned templates
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Please note: Defaults for templates are now defined via Presets.
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Template values allow you to dynamically populate templates with contextual data when being used. The contextual data are mainly the issue for which a template is being used as well as the user using the template.
Template values therefore make it possible to create templates that are flexible, especially when adding logic via template functions.
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Templates can do more than just inserting values. With functions you can manipulate data, compare data and even work with sets (arrays) of data. It basically turns the template into a small script. We try to keep the features similar to the smart values available in Jira automation. For technical reasons we have to use a different syntax but with very similar results.
Functions can be used as inline function or as a block function.
Inline functions are visible on the template, so the result will be shown to the user.
Block functions are just structure and are invisible to the user. It is up to you to use the result of the function and display it to the user.
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Learn more about functions 🚀/wiki/spaces/TSD/pages/3797024769 |
Template: Examples
We have some template examples at hand to make it easier for you to set it up. Check them out!
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Learn more about examples 🚀/wiki/spaces/TSD/pages/3796009002 |
Admin Responsibilities
Responsibility | To Do | |
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Global | Jira global admin | Creates templates centrally |
Project | Jira project admin | Creates templates for their projects |
📌 Please consider the following:
Default templates are created via Presets (Former “default template” do not exist anymore). As soon as a Preset is created with a template (chat, email, meetings), the user can pick this Preset in Jira and can make it a default (the Preset including the corresponding template).
Globally created templates can be picked when creating a Preset (via project and / or admin settings).
Project specific templates can only be picked when creating a Preset in a specific Jira project.
Benefits
✍️ Easy configuration
Templates are set-up the same wayfor emails, chats, channels and meetings. However, you can find similar content on each feature here:
Email: Templates
Create templates either globally for all Jira projects or only for specific ones.
📋 Structured workflow for user
Save time by simply selecting an appropriate template when working in your Jira issue. Templates can always be edited before they are used and send.
👥 Efficient communication in Jira Service Management
This is a great feature, especially for Jira Service Agents working with Jira Service Management and Microsoft 365. It allows for efficient communication without having to type the same message repeatedly.