How to manage M365 (formerly known as O365) in Jira SM

[Paul TEODORESCU]

Looking for suggestions on how to capture all features that are part of the M365 contract (think Word, Outlook, Teams, Sharepoint, etc.) in JSM.

Is each feature a service that can be referenced when opening an issue? Or is M365 as the top level the service?

[Britta Neugebauer _yasoon_ · Accepted solution]

Hi there @Paul TEODORESCU ,

There are several ways to integrate Microsoft 365 and Jira Service Management.
as @Jared Pittman has pointed out, there are quite a few apps (free and paid options) to integrate JSM and Microsoft 365.

I work for yasoon and we develop an app that focuses on integrating M365 and JSM called Microsoft 365 for Jira. Here's a short demo for the ITSM use case: Demo: Microsoft 365 for Jira – IT service management use case (JSM).

• Create and manage support tickets in Microsoft Teams via your JSM portal
• Bundle incoming tickets from Outlook and Microsoft Teams directly into Jira
• Open and manage Teams chats within Jira issues
• Receive chat notifications in Microsoft Teams for Jira updates
• Schedule Outlook and Microsoft Teams meetings as needed
• Explore advanced automation features with M365 and JSM

You can start a 30 day free trial and book a demo with the yasoon team here, if you're interested.

[Jared Pittman · Accepted solution]

Kindof depends on how your support team is organized and what level of depth you need when tracking your work. If you've got a centralized group who provides support for O365 as a whole then just saying O365/M365 might be enough. If you divvy up responsibilities though, or want reporting on a particular service, then having it more broken out could also be a good idea. I'd say just don't get too granular where you don't already have a need for it.

At our org, we've broken it out into these high-level areas. There's plenty left out, but this covers the vast majority of our O365 requests:

• Office Suite (Word, Excel, PowerPoint)
• SharePoint & OneDrive
• Microsoft Teams
• Exchange Online & Email
• Entra Identity & Access Requests
• Power Platform & CoPilot
• Other Office 365 Features

Hope that's useful!

Side note: Definitely take a look at the O365+Atlassian integrations available too, there's some neat stuff that lets you pull Jira into Teams, as well as make the SharePoint/OneDrive linking process more seamless.