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MS Teams integration with JSM - user access

José Eduardo Pérez Beltrán December 30, 2022

We plan to integrate MS Teams with JSM. We are assuming that a non-licensed user can use the chat to raise a ticket, is it feasible?  Thanks

2 answers

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4 votes
Answer accepted
Britta Neugebauer _yasoon_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 2, 2023

Hi there @José Eduardo Pérez Beltrán ,

happy new year! As an alternative solution, you might want to let your MS Teams users raise tickets via the JSM portal in a custom Microsoft Teams tab. This works the same as the web portal, but is far more easy to access for non-Jira users. With the integration Microsoft 365 for Jira, your JSM service agents can then chat with the internal customer in the corresponding Jira issue via MS Teams. Both can stay in their preferred tool.

Have a look here: On point demo: Microsoft Teams meets Jira – Microsoft 365 for Jira - YouTube

Please note that I work for yasoon, so I am a fan of the app :-)

Hope that helps, all the best,

Britta

José Eduardo Pérez Beltrán January 5, 2023

Thanks Britta.

So in this case, if we install the plug-in, any MS Teams user can rise a ticket, right?

Another question, the cost of the plug-in, is based on the number of JSM agents?

Thanks

Britta Neugebauer _yasoon_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 11, 2023

Hi there @José Eduardo Pérez Beltrán

Yes, MS Teams users can raise tickets in the JSM portal directly in Microsoft Teams. It works just the same as the Jira Service Management web portal.

Jira Cloud apps are priced based on the maximum users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Management (10 agents) on the same instance, you pay the 50-user price for apps.

You can start a free trial first to see if the plug-in suits your needs.

All the best,

Britta

0 votes
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 30, 2022

Hello @José Eduardo Pérez Beltrán 

Welcome to the Atlassian community!

Are you talking about a user of MS Teams that is not a licensed user of JSM?

This document talks about raising Service project issues from MS Teams:

https://support.atlassian.com/jira-service-management-cloud/docs/create-issues-in-microsoft-teams/

I believe the user would need to be a Customer of the Service project. I'm actually not sure how it would handle a request from a user that was not already a Customer. I have not had to work through an MS Teams/JSM integration.

José Eduardo Pérez Beltrán January 5, 2023

Thanks Trudy.

Are you talking about a user of MS Teams that is not a licensed user of JSM? Yes, that is the case. Let me take a look on that guide. I´ll let you know

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