How to create JSM portal requests from Microsoft Teams

[Erik From]

Hi! 

We are using Jira Service Management Cloud and Microsoft Teams.

My goal is to allow users to create requests from the JSM customer portal directly inside Microsoft Teams, but requests must be real JSM issues (Service Requests), not Work Items. 

What we have explored so far

• Native Jira Cloud app for Teams → only supports Work Items

• Simple links to the JSM portal → breaks the in-Teams experience

Is there any supported or recommended way to create JSM portal requests from Teams, using existing request types and forms? (I can't use paid extension)

Any guidance, examples, or confirmation of limitations would be very helpful.

 Best,
Erik

[Benjamin Linser _yasoon_]

Hi @Erik From,

Thanks for sharing your Use case/approach. Using the native integrations or a simply iframe link can work but as you pointed out it can cause disruption for end-users or not working as expected.

In case you like to make the integration more deeply you could also use a 3rd party app from the Atlassian Marketplace. This is paid but for less then 10 agents it will be free of charge. If you don't consider to use an app at all: just stop reading :) 

My name is Benjamin from yasoon. We have specialized on 3rd party app integrations between Microsoft and Jira. Our main app is called Microsoft 365 for Jira. One of our main focus and strongest Use case is the integration of the Microsoft world with JSM: Internal Ticketing.

That does include e.g. the integration of the Jira Service Management portal into Microsoft Teams (directly accessible via the sidebar or within the message extension in Teams): Raise support Tickets from Microsoft Teams.

This will be enhanced also by creating Teams chats and link them to the tickets (speeding up the whole communication process) and creating meetings within the Jira work item view and much more.

If you like to know more feel free to book a demo here or reach out to us via our Service Desk.

Otherwise have a lovely day!

Best regards,

Benjamin