Manage chat settings for Slack
Chat isn’t currently available in the Atlassian Government environment.
Chat allows you to connect your service project with Slack so you can turn messages into work items and continue to work on them, all without leaving Slack. Find out more about chat.
You can customize several settings based on how your team wants to work on requests and work items through Slack.
Associate a request type with a request channel
You can customize which request types show in a specific request channel. Use this setting if you have a request channel that should only have a few request types as options.
To associate request types with a request channel:
Next to your service project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Chat.
From the Slack tab, find the request channel you’d like to manage. Hover or keyboard focus and select Configure options to open the settings.
Select Associate request types with this channel.
Select the request types to associate with the request channel.
If you select no request types, all show in the channel, except for those you’ve hidden.
Select Save changes.
Create work items automatically
You can turn on automatic work item creation in request channels, which removes a step for your agents and requesters. This means that Assist turns any message posted in a request channel into a work item. Assist adds a ticket emoji (:ticket:) to the message to indicate automatic work item creation.
If any fields for the request type are required, the requester receives an automatic prompt to fill them out. If no fields are required, the message turns into a work item automatically as soon as it’s posted. To add or remove required fields, you can customize the request type.
To turn on automatic work item creation as a Jira admin:
Next to your service project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Chat.
From the Slack tab, find the request channel you’d like to manage. Select the header or pencil icon to open the settings.
Select Automatically create work items from messages.
Select Save changes.
Manage request approvals
By default, request approvals are active in chat. This means approvers receive a message from Assist when a request requires their approval, and they can take action directly from Slack.
If an approver group is assigned a request, they won’t receive notification in Slack and need to take action from email or Jira Service Management.
To turn off request approvals:
Next to your service project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Chat.
From the Settings tab, turn off Approvals in chat.
Discover more about approvals in Jira Service Management.
Restrict requests to request channels
If you only want requesters to raise a request in the configured channels for that project, turn on Hide project during work item creation.
To restrict where request types can be raised:
Next to your service project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Chat.
Go to the Settings tab.
Turn on Hide project during work item creation.
Set up emoji shortcuts
Find out how to use Automation to create emoji shortcuts in Slack.
Turn off bot messages
When a work item is created in chat, Assist sends an automated message to both the requester and the agent by default. You can turn off these messages for each project.
To turn off bot messages:
Next to your service project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Chat.
From the Settings tab, find the relevant message and use the toggle to turn it off.
Repeat for any other messages.
Update requests privately
If your team is handling sensitive or confidential questions, you may want to turn on private chat requests. When activated, all work item updates send via private direct message with the requester, rather than posting publicly in the request channel.
Any comments posted on the request channel thread won’t sync with the work item.
To turn on private chat requests:
Next to your service project’s name in the sidebar, select More actions (•••), then Project settings.
Select Channels & self service, then Chat.
Select Settings.
Turn on the Private chat requests.
Turning on private chat requests affects all request channels in the project.
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