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Brainstorming: Featureseiten Aufbau

Brainstorming: Featureseiten Aufbau

Ansatz?

  • Je nach use case ist das work item oder Teams der “Mittelpunkt”.

  • JSM: Collaboration happening in Teams <> Agent / customer communication

  • Jira: Collaboration happening in Jira <> stay in Jira and collaborate via MS 365 tools with team

 

Collaboration in Microsoft Teams

  • What does that mean

  • For whom is it relevant

  • When does it makes sense?
    Use case examples.
    ”Stay where you are and improve your way of working.”

  • What are the overall features and their benefits?

Current situation

There are different features for Microsoft Teams

These features need to be clustered / ordered in “sections”

The user should get a bunch of features for a use case / not a summary of single features

There is no clear “benefit” of each feature

The user can hardly understand the “reason why” and “complexity” of a feature to really improve their everyday workflows and working habits.

Idea of new structure for Teams features

Questions

which features can be summarized on one page as they somehow “belong” together e.g. create, link and add. There does not necessarily be separate pages as they can be found at the same place. And somehow do “the same”.

the features can be combined as they potentially build on another or can be used together in a workflow …

Structure

“Collaborate from Teams”

1.Turn Teams conversations into Jira work
-> Create, link, or document Jira work directly from Teams conversations.

2.Stay informed about Jira work items / Find and follow Jira work in Teams
-> Find, preview, share, and follow Jira work without switching tools.

3.Support customers from Teams
-> Let customers raise support requests, continue service conversations, and schedule meetings from Teams.

4.Keep teams aligned with AI (updates)
-> Use AI-generated summaries and descriptions to keep teams informed with less manual effort.

Detailed section - part I

“Turn Teams conversation into Jira work”
Purpose: Explain the value, use cases, and basic workflow.

Jira Software, JSM, chats vs. channel usage

Challenge > Solution

Microsoft Teams is often where work starts: someone reports a problem, asks a question, shares an idea, or makes a decision in a chat or channel conversation.

With Microsoft 365 for Jira, you can turn those Teams conversations into Jira work without manually copying information between tools.

Depending on the situation, you can create a new Jira work item, link the conversation to an existing work item, or add a specific Teams message as a Jira comment.

Why this is useful: relevance of Teams <> Jira connection

Teams is where many work-related conversations happen first, but Jira is where work is planned, assigned, and tracked.

This feature helps connect both places. It makes sure that important Teams context does not stay hidden in fast-moving chats, while Jira remains the source of truth for the actual work.

Use this feature to:

  • turn informal Teams discussions into trackable Jira work

  • reduce manual copy-and-paste between Teams and Jira

  • keep decisions, background information, and the reason behind a work item connected to Jira

  • avoid losing requests, updates, or decisions in fast-moving chat history

  • create a clearer handover from discussion in Teams to execution in Jira

  • keep collaboration flowing while Jira remains the source of truth for work

When to use it: concrete examples of feature usage in daily work life

Use this feature when a Teams conversation needs to become part of Jira work.

  • A teammate reports a bug in a Teams channel.

  • A customer describes a problem in a Teams chat.

  • A project discussion results in a follow-up task.

  • Someone shares reproduction steps for an issue.

  • A decision is made in Teams and should be documented in Jira.

  • A Teams conversation adds useful background to an existing Jira work item.

Before you begin <> requirement to use the feature

To use Jira actions in Microsoft Teams, connect your Jira account in Teams the first time you use Smart Connect for Jira.

Link to FAQ

After connecting your account, you can create Jira work items, link Teams conversations to existing work items, and add Teams messages as Jira comments directly from Teams.

If you need to change your Jira site later, open the Smart Connect for Jira app settings in Microsoft Teams, log out, and sign in again with the correct Jira account.

Choose the right action: explain concrete feature usage > step by step

Create new work item: | A conversation creates new work | Create a Jira work item | A new Jira work item is created from the Teams message or conversation | incl. AI description

Link message to work item: | A conversation belongs to existing work | Link the Teams conversation to a Jira work item | The Teams conversation is connected to the existing Jira work item |

Add message as comment to work item: | One message contains important context | Add the message as a Jira comment | The selected Teams message is added to the Jira work item history |

Link to related pages

  • Configuration

  • FAQ’s

FAQ-Section
Purpose: Answer detailed user questions, limitations, behavior differences, and common issues.

FAQ 1: Teams and Jira collaboration

General

  • Which Teams features require me to connect my Jira account?

  • Why can’t I see Jira actions in Teams?

  • Do I need a Jira license to use Teams features?

  • What permissions do I need in Jira?

  • What permissions do I need in Microsoft Teams?

Teams conversations and Jira work

  • What is the difference between creating, linking, and adding a comment?

  • When should I create a new Jira work item?

  • When should I link a Teams conversation?

  • When should I add a Teams message as a Jira comment?

  • Are all Jira fields supported when creating work from Teams?

  • What happens when sharing is disabled?

Jira visibility in Teams

  • Why can’t I see all related Teams conversations in the work item preview?

  • Why do channel conversations only appear for a specific Team?

  • Can non-Jira users use the Jira board in Teams?

  • Why can’t I assign or watch a work item?

AI

  • Where are AI summaries available?

  • Can I edit an AI summary before adding it to Jira?

  • What information is included in an AI summary?

Connect your Jira account with Microsoft Teams

  • why users need to connect their Jira account

  • sign-in from Microsoft Teams

  • choosing Jira Cloud or Data Center, if relevant

  • accepting permissions

  • logging out or switching Jira sites

  • common login issues

FAQ 2: Customer support in Microsoft Teams

  • can customers raise tickets without a Jira license?

  • where customers track requests in Teams

  • how “My requests” works

  • how customer notifications work

  • difference between customer chat notifications and request notifications

  • why duplicate notifications may happen

  • when customers can schedule Bookings meetings

  • where meeting details appear after scheduling

Admin setup

“Configure Teams conversations and Jira work actions”
“Setup Jira and JSM collaboration in Microsoft Teams”
Purpose: Explain setup, permissions, availability, and configuration.

Overview

This page explains the setup required before users can work with Jira and Jira Service Management from Microsoft Teams.

Required Teams apps (depending on use case)

Different features require the installation of different Teams apps.

| Smart Connect for Jira | Jira work actions in Teams, such as creating work items, linking conversations, adding comments, searching, sharing, previews, boards, and AI summaries |

| Teams portal app | Jira Service Management customer portal in Teams, raising requests from Teams, My requests, customer notifications, and Microsoft Bookings in the Teams support flow |

Install our Teams app (Smart Connect for Jira)

Install Smart Connect for Jira, if users should work with Jira Software from Microsoft Teams.

Once the app is installed and connected, users can access Jira actions right in Microsoft Teams, such as:

  • Creating Jira work items based on Teams messages

  • Linking Teams conversations to existing work items

  • Adding Teams messages as Jira comments

These actions are automatically available after our Teams app (Smart Connect app) is installed in Microsoft Teams and connected with Jira.

Users may need to connect their own Jira account the first time they use these actions. But no separate user configuration of the features itself is required for the individual actions.

Please follow steps below to install Smart Connect:

 

Install our Teams portal app

Install the Teams portal app, if customers should use Jira Service Management from Microsoft Teams.

Once the app is installed and connected, customers can use JSM features in Teams, including:

  • Raise requests from Microsoft Teams

  • View and track their requests

  • Schedule meetings through Microsoft Bookings

These actions are automatically available after our Teams portal app is installed in Microsoft Teams and connected with Jira.

Users may need to connect their own Jira account the first time they use these actions. But no separate user configuration of the features itself is required for the individual actions.

Please follow steps below to install Smart Connect:

 

Permission and access

Both Smart Connect for Jira and the Teams portal app respect existing permissions.

Jira permissions control which projects and work items users can view or update.

Jira Service Management permissions control which portals, request types, and requests customers can access.

Microsoft Teams permissions control which Teams apps, chats, channels, and teams are available to users.

Thus, users can only access Jira projects, work items, chats, channels, and customer portals that they are already allowed to use.

Related pages

  • Turn conversations into Jira work

  • FAQs

Collaborate from email => Outlook features

Collaborate around Jira work => Jira features

Wichtig: Ich brauche “use casigere” Formulierungen für die Kategorien. Weniger technical. Mehr “user-orientiert”. Was kann ich damit machen? Wofür ist es gut? Warum gibt es die Features? Was wird damit an meiner Arbeitsweise bzw. in meinem Arbeitsalltag leichter?