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Preset: Teams
By Tamara Braun
Yesterday

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.
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.

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.
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.

​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)
​jira projects

Selectable with Preset features: 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.

Teams portal app

(your JSM customer portal in Teams)
​JSM only

Select with Preset features: JSM projects
If the Preset is set up for JSM projects, the admin can choose among the customer portal or Smart Connect bot.

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.

Smart Connect bot: Selected issue changes will be posted into the relevant chat or channel (depending on selected Preset) by the Teams app “Smart Connect”. Use this for internal communication, like triage cases.

Learn more about notifications in JSM projects here.

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
>> 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)
>> Chat backup*

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)
>> 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.

*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.

​Emoji :pushpin: 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.

​Emoji :pushpin: Please note: Project specific settings will be overridden and the Preset will automatically be available and selectable in the Jira issue.