Plugin Configuration

The Jira Live Chat (DC) administration panel is located at Jira Administration > Manage apps > Jira Live Chat (DC). From here you can configure the plugin's global parameters.

Target project

Select the Jira Service Management project where chat requests will be created. The list only shows Jira Service Management projects.

• Projects from other products or types are not shown.
• A message appears when no projects are available.
• If an earlier configuration points to an invalid project, a warning appears and a valid project must be selected.

Service Desk

Choose the JSM Service Desk associated with the project, where chat requests will be managed.

• The Service Desk is automatically associated with the selected project.
• Select the Service Desk corresponding to the target project.

Request type

Define the JSM request type customers will use to start a chat from the portal.

• Request Type: Get IT help (ID: 1)
• Customers will use this request type when starting a conversation.
• The request type must include the Description field so the request can be created correctly.

Welcome message

Customize the initial message that customers see when they open the chat widget for the first time.

• Default value: "Hello, how can we help you?"
• Supports plain text (no HTML formatting).

Polling interval (ms)

Configure how often the widget checks for new messages.

• Default value: 5000 ms (5 seconds).
• A lower value reduces latency but increases server load.

Chat closing statuses

Define the issue statuses at which the chat is considered closed, separated by commas. When an issue reaches one of these statuses, the chat session automatically ends for the customer.

• Default value: Resolved,Closed
• Enter the statuses exactly as they appear in the workflow, separated by commas. For example: Resolved,Closed.
• This list helps Resolve find the correct closing option for each request.