yasoon meets customers: How Jira and Microsoft Teams improve major incident response

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At Atlassian Team '26 in Anaheim, we spoke with Raphael Grosa, IT Coordinator at a leading telecommunications provider in Brazil, about how his organization connects Microsoft 365 and Jira Service Management to improve major incident management at enterprise scale.

The core challenge: Incident information was split between Jira and Microsoft

Microsoft 365 is the organization's primary collaboration platform. During major incidents, the official record may be held in Jira Service Management, but real-time troubleshooting often takes place in Microsoft Teams. This creates a problem: Jira Service Management shows the status and ownership of incidents, while the Teams conversation contains the investigation, communication, decisions and technical context. Once the incident is over, it takes a lot of time to reconstruct what happened.

Connecting incident record and conversation with Jira Service Management and Microsoft Teams

Raphael described major incidents being coordinated through an Incident Command Center, sometimes called a war room. Operational and system teams worked together in Teams, while the formal incident was tracked in Jira Service Management.

Raphael integrated Microsoft 365 for Jira to connect its Teams incident rooms with the corresponding Jira Service Management incidents. Responders could continue working in Teams while making the conversation accessible from the relevant Jira incident. Automation helped create the incident room, add the required participants, and provide information from the Jira record.

These incident rooms had previously remained active for three hours or longer. Following several coordinated process improvements, including the Jira and Teams integration, he observed that the average duration had fallen to less than one hour.

This was not the result of just one Atlassian Marketplace app. The useful lesson here is that reducing manual setup and improving access to previous incident context can eliminate delays in time-sensitive processes.

What Jira admins in Microsoft 365 environments can learn from this

Organizations considering a similar Jira and Microsoft Teams integration should start by defining how the two platforms will be used.

• Keep Jira Service Management as the incident record: The JSM incident should remain the reliable source for status, ownership, priority, affected services, and required follow-up work.
• Use Teams for real-time coordination: Teams can provide a familiar space for responders from operational, technical, and business teams to investigate the incident together.
• Link each incident room to the correct JSM incident: The connection should make it easy to move between the formal record and the related conversation without searching manually across Teams.
• Automate predictable setup steps: Incident command center title, initial context, participants, and notifications can be prepared automatically. This allows responders to focus on the incident rather than administrative setup.

Microsoft 365 for Jira provides Microsoft Teams presets and incident-focused project automation for Jira Service Management Cloud to enable those steps.

Better Jira & Microsoft context for incident reviews and AI

Raphael also raised a broader point about AI. Useful information often exists across several systems, particularly in large organizations. AI cannot make effective use of context it cannot access or understand. Connecting incident conversations with structured Jira records creates a better foundation for finding similar incidents, preparing timelines, or drafting post-incident reviews.

However, the underlying information still needs clear permissions, ownership, and structure. Any AI-generated incident summary should also be reviewed by a responsible person.

The main takeaway from Raphael's experience: Teams and Jira do not need to compete for where work happens. Teams can remain the collaboration space, while Jira Service Management remains the operational record. The value comes from keeping the two connected without losing ownership, traceability, or governance.

Every team's workflow is different. If you'd like to discuss how this use case could fit your environment, book a demo with us!