Frequently Asked Questions (FAQ)

Q: What version of Jira DC / JSM is required to use this add-on?

A: Jira Service Management Data Center 10.3.18 or higher is required.

Q: How are chat messages stored?

A: Messages are stored as comments on the JSM issue linked to the session. This ensures that the entire conversation history is available within the issue for review and auditing.

Q: Are attachments sent in the chat saved in the issue?

A: Yes. All files attached during the chat are stored as native Jira issue attachments, using the platform's AttachmentManager.

Q: Can I use the chat as an anonymous portal customer?

A: No. The chat requires the customer to be authenticated in the JSM portal. Anonymous users cannot start chat sessions.

Q: What happens if no agent is available?

A: The chat session is created and recorded in the JSM issue. The customer's messages are stored as comments, and agents can reply when they connect. The customer will see agent messages through the widget's polling mechanism.

Q: Can I change the polling interval?

A: Yes. Administrators can configure the polling interval in the plugin administration panel, at Manage apps > Jira Live Chat (DC).

Q: Does the add-on support multiple languages?

A: Yes. The interface is available in English and Spanish, and automatically adapts to the user's Jira session language.

Q: Does the chat work on phones and tablets?

A: Yes. On small screens, the chat adapts and can use the full screen so you can type and review the conversation comfortably.

Q: What happens to my conversation if I reload the page?

A: The conversation is preserved in the browser's localStorage and can be resumed when you open the chat again. Temporary connection problems do not delete it.

Q: What should I do if the agent tray shows “Loading...” indefinitely?

A: Update Jira Live Chat to version 1.1.0 or later. This can happen when the Jira address ends directly with the server name and has no additional path.

Q: Why can’t I select a project?

A: Only Jira Service Management projects can be selected. If none are available, ask an administrator to create or enable a project of that type.

Q: Why is a chat request not created?

A: Ask the administrator to check that the request type includes the Description field.