How do I add a direct MS Teams message notification via JSM automation?

[Amy Schindel]

My company uses Jira and JSM (cloud based).  Currently people in the company can raise a ticket in JSM to ask something to be changed by our Salesforce Admins.  Through "magic" (automations, etc), a linked ticket is created in Jira which is where the Salesforce Admins work is assigned.

When the Salesforce Admins have the item ready to be tested, they update the status of their ticket, the "magic" then moves the JSM ticket to User Testing and via email, notifies the customer (our coworkers) that the item is ready to be tested.

I am the Jira admin for the company (mostly because I accidently raised my hand once when I wasn't fully paying attention... :) ).  I've been asked if we could also notify people via Microsoft Teams when their ticket is ready for testing because not everyone checks their email.

Rovo has sent me down multiple rabbit holes on how to get this setup.  And today it finally tells me "Ooops I was wrong... you need to use Microsoft Power Automate instead".  So I am coming to you all for help.  I'm sure there is a way to do this, but at this point I am about to just give up!

Steps already taken:
1. I have an automation already set up that notifies people that a story is user testing via email. I'm hoping to just add an action on that same automation.

2.  I have Jira Cloud set up in Microsoft Teams and it's sending me automated stuff based on my personal notification settings.

3.  In Atlassian Admin I have Jira Cloud for Microsoft Teams and it has the green check mark that it's enabled.

4.  For actions in my automation I see  Send Microsoft Teams message via webhook (but I think that only goes to a group chat? Doesn't send a direct message to someone?)  Rovo is telling me I should see an action for Send Microsoft Teams message and I don't see that as an option.

What am I missing?

thank you!!

[Vladislav Tsaregorodtsev]

Does the user always raise the ticket through JSM or can they also start the request by sending a Teams message to a specific person?

In theory you could extract the user's email address with a smart value and then use a webhook to pass it to Power Automate. Power Automate could then use the email address to find the user in Teams and send them a message.

I haven’t tried this myself but in theory it may work. The only issue might be if your organization has certain policies around creating webhooks. Not all organizations allow them and some Power Automate features require a premium license.

[Amy Schindel]

They do always raise the ticket through JSM, we don't have a way (currently) to raise a ticket by starting with a Teams message.

[Mikael Sandberg]

I am not a MS Teams expert in any way, but it looks like you can do this by using the MS Bot framework to send a message to a user. You would have to find the reporter in JSM and then link that to the user's Team specific identifier. Check out this question I found on Microsoft Learn, https://learn.microsoft.com/en-us/answers/questions/1400755/send-direct-message-to-a-user-via-ms-teams-program.

At my previous job I did this in Slack, when a new user was created we added user properties to that user on the Atlassian side that had their Slack member Id and other properties. I then used that in automations to send them DM's in Slack.

There are also Marketplace apps that integrate MS Teams with Jira that would allow you to do this.

[Britta Neugebauer _yasoon_]

Hi there @Amy Schindel ,

haha, that happens when you volunteer for the admin tasks 😄 But I hope you’re having at least a bit of fun with it too...

As I understand your use case, the key requirement is: when the linked JSM request moves to User Testing, notify the original requester in Teams as well as by email. 

Thanks to @Mikael Sandberg for pointing out the Atlassian Marketplace. I work for Marketplace Partner yasoon, and we develop an app Microsoft 365 for Jira.

Jira Cloud for Microsoft Teams (Atlassian's official app) focuses on channel/webhook notifications; our Marketplace app provides the deeper Graph-based Teams integration needed for user-specific chats.

With this integration (as alternative to Jira Cloud for Microsoft Teams), you can extend the Jira automation you already have with a Teams action. The Microsoft 365 for Jira action is configured directly in Jira Automation. You add a Microsoft 365 action such as Create Teams chat, choose the participant from a Jira field like Reporter, and define the message with Jira values such as the issue key, summary or portal link. 

In the background, Microsoft 365 for Jira uses the connected Microsoft 365 account and Microsoft Graph permissions to resolve that Jira user in Teams and send the message. So you as Jira admin can keep the whole workflow inside the existing automation rule instead of building a separate Power Automate flow.

The flow would stay pretty simple:

Status changes to User Testing => existing email notification => Teams notification to the JSM reporter

For JSM, you can also keep a Teams chat linked to the request and post later updates into that same conversation, which may fit nicely if you want Teams to become part of the customer communication flow rather than just a one-off alert.

One last thing: with Microsoft 365 for Jira, you can also bring the JSM portal into Microsoft Teams, so users can create support requests directly from Teams instead of going to the Jira portal first. That can make the whole flow smother and consistent: users raise the request in Teams, the work is handled in Jira/JSM, and later updates can come back to them in Teams as well.

Let me know if a workflow like that would work for you or book a demo here