Использование чата в Jira Service Management

To create a chat or meeting:

1. In your service project, go to Incidents and open the incident you’d like to create the chat channel for.
2. In the Details section, find the Slack, Microsoft Teams, and Zoom fields.
3. Create a chat or meeting with your chat tools.
4. You’ll be prompted to customize any prefilled details of the channel or meeting before you create it.

Once created, your chat or meeting will be linked to the incident’s details section.

Don’t want your team to waste time creating channels manually each and every time? Of course, there’s a way for you to automate it!

With Jira automation’s Create Slack channel for incident action, you can automate creating a Slack channel for incidents and adding incident responders to it, based on the conditions you specify in the rule. You even get to customize the name, description, and members of the channel. Read how to automate creating Slack channels

As soon as the channel is created, you'll receive a summary of the incident from which you can:

• add responders, stakeholders, and affected services,
• assign the incident to someone
• send stakeholder updates
• update the status and priority.
• add chat messages as comments to the incident, as an internal note or as a reply to the customer. You can do this from More options of a chat message.

When you start a Zoom meeting for an incident, you don’t just bring your team together to resolve the incident, you also have the option to get the whole meeting recording posted on the incident’s comment, for reference later.

When you have Jira Service Management connected with Zoom and Slack, you’ll unlock perks such as getting notifications whenever a new meeting starts for an incident, directly in the Slack channel.

This keeps your team in the loop and saves you all the time you’d otherwise spend inviting everybody who’s required.

You can configure your integration as per your preferences:

• Edit integration settings to choose if alert actions show as buttons and to include additional alert fields in the incident summary sent to your chat channel.
• Add filters to receive only certain alerts. No filters are added by default.
• Select the alert activity to get notified of on your chat channel. All alert activity is selected by default.

You can add multiple integrations to streamline alert notifications. For example, you can create an integration that notifies a chat channel only about high-priority alerts, and another integration that notifies a different chat channel about low-priority alerts.