This feature is currently in an exploration stage for Cloud, meaning we’ve released it early, to learn, how customers use it and how to improve it. Therefore, the documentation is still growing. The feature will be released for Data Center in the future, too.

If you have any questions or are eager to share feedback, we’d be very happy to hear your thoughts.

Overview

If you’re already familiar with Jira automation, you know it can offer you a vast variety of technology-driven processes. By adding Microsoft 365 tools to Jira automation you can spin your processes even further. This can reach from smaller automation (like posting a message into a Teams channel when a Jira issue is done), to whole new workflows that can be configured individually to your needs.

With automation you can:

scale your operation - since some processes just can’t be done manually.
ensure steady quality - since technology-driven processes won’t fail.
empower your workforce - since they can now focus on what’s important, instead of doing annoying tasks.

Automation always works with actions and triggers - and requires some configuration first.

Microsoft 365 action

Actions in Microsoft 365 for Jira are fired, if a specific condition is met in Jira.

Meaning, as soon as a certain activity happens in your Jira issue (e.g. when issue is “resolved”), an action follows in Microsoft 365 for Jira (e.g. backup corresponding Microsoft Teams chat).

A Microsoft 365 action defines the cause between a trigger in Jira and the effect in Microsoft 365 for Jira.

Jira issue → Microsoft 365 for Jira (cause → effect)

Learn how to configure your actions!

Microsoft 365 trigger

Triggers are fired if a specific condition is met in Microsoft 365 for Jira.

Meaning as soon as as an activity happens in Microsoft 365 (e.g. start a Teams chat), a specific action follows in the Jira issue (e.g. the Jira issue is transitioned to “in progress”).

A Microsoft 365 trigger defines the cause between a trigger in Microsoft 365 for Jira and the effect in Jira.

Microsoft 365 for Jira → Jira issue (cause → effect)

Learn how to configure your triggers!

Explore automation ideas

These are some ideas for JSM users or agile teams, how automation helps you to connect Jira with Microsoft 365 tools. There are plenty more - and we’re always happy to hear about your ideas.

Automation ideas for Jira Service Management

Start first response SLA when a chat has been started

Trigger used	Teams chat created
Description	Similar to using the JSM comment functionality, an agent would want to stop the “time to first response” SLA once a Teams chat with the customer has been started. The trigger “Chat created” can move the issue into a different column which then stops the SLA. We will provide a flag in the trigger, which classifies the chat as internal or external (e.g. has reporter or request participant as member).
Scenario	JSM

Change status of JSM requests when email has been received

Trigger used

Email received

Description

This trigger acts as a "Reply" trigger. It activates when an Outlook email is already linked to an issue (either by sending an email from Jira or by attaching an email in Outlook to an issue) and a reply is received in the linked conversation. The trigger only responds to ongoing conversations, firing with each new reply.

This allows for automatic actions such as changing the status of an issue or notifying individuals who need to respond. In Jira Service Management, for example, the status could be updated from "Waiting for customer response" to "Review needed" or a similar change.

Scenario

JSM

Post escalations / SLA breaches to Teams channel

Action used	Create Teams conversation
Description	Use a dedicated, monitored Teams channel to be notified of escalating issues, either customer request or in development / operations. This action can be triggered by any Jira automation trigger, e.g. when an issue gets a “Escalated” status, or a critical priority.
Scenario	JSM, Jira Software

Start a Teams chat on JSM request creation

Action used

Create Teams chat

Description

Automatically start a Teams chat with incoming JSM portal requests. In this case, the requester has an immediate feedback / place in Teams, where they can add additional information that might be helpful for solving the issue.

If no assignee is present, we would recommend using a generic “Support” user which could start the chat. The agent can then join the chat, once it has been assigned. Alternatively, the chat could only be created after assigning the issue (triggered by an issue change).

Scenario

JSM, Jira Software

Backup a chat once the issue is completed for audit purposes

Action used	Backup Teams messages
Description	If the Jira issue goes in the column “done” the action is triggered to export all information in Teams chat and channel conversations to a static HTML file, which will be added to the Jira issue, e. g. for audit purposes. Even if the chat or conversation has been deleted in Microsoft Teams, the static HTML file will still be documented in your Jira issue.
Scenario	Jira Software, JSM

Create new JSM request when a message is posted into a channel

Action / Trigger used

Teams bot message received (trigger) and create Teams conversation (action)

Description

The idea is to have a Halp like support channel in Teams which would serve as an alternative entry point to the portal. Internal customers post their question as a new conversation in this dedicated Teams channel, which would be automatically picked up by the bot.

The automation in Jira then would create a new request for the sender of the message. Afterwards the “create conversation” action could be triggered to link the channel conversation to the just created issue.

Scenario

JSM

Automation ideas for agile teams

Start a Teams chat with reviewer / assignee once status is “review”

Action used	Create Teams chat
Description	When an issue goes into the Jira column “review”, start a group chat with the reviewer and the assignee to discuss the review.
Scenario	Jira Software / Jira Work Management

Create an Outlook meeting with reviewer / assignee once status is “review”

Action used	Create Outlook meeting
Description	When an issue goes into the Jira column “review”, create an Outlook meeting with the reviewer and the assignee to discuss the review.
Scenario	Jira Software / Jira Work Management

Post release notes of version into channel once release is released

Action used	Create Teams conversation
Description	A Teams channel is notified when a new release is triggered.
Scenario	Jira Software

Create custom bot commands to update issues

Trigger used

Teams bot message received

Description

When a team member adds a custom bot command, e.g. #review to a Teams channel conversation the attached issue goes to a dedicated column, e.g. “review”.

Team members don’t have to log in into Jira to move Jira issues.

Scenario

Jira Software, Jira Work Management

Backup a chat once the issue is completed for audit purposes

Action used	Backup Teams messages
Description	If the Jira issue goes in the column “done” the action is triggered to export all information in Teams chat and channel conversations to a static HTML file, which will be added to the Jira issue, e. g. for audit purposes. Even if the chat or conversation has been deleted in Microsoft Teams, the static HTML file will still be documented in your Jira issue.
Scenario	Jira Software, JSM

Post escalations to Teams channel

Action used	Create Teams conversation
Description	Use a dedicated, monitored Teams channel to be notified of escalating issues, either customer request or in development / operations. This action can be triggered by any Jira automation trigger, e.g. when an issue gets a “Escalated” status, or a critical priority.
Scenario	JSM, Jira Software