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: Can I use Live Chat in multiple portals?
A: Yes. From the add-on configuration, an administrator can add multiple service portals and define the project, Service Desk, request type, welcome message, and closing statuses for each one.
Q: Why don't I see the Live Chat button in a portal?
A: The widget appears only in portals that an administrator has configured and enabled. Check that you are in the correct portal or ask the administrator to review its configuration.
Q: What happens to my configuration when updating from version 1.x?
A: The single configuration from the earlier version is automatically converted into the first portal configuration. If it had a valid Service Desk and request type, the portal is enabled and keeps its previous behavior, regardless of which version you update from.
Q: What is the difference between deactivating and deleting a portal?
A: When you clear Active, the widget stops appearing, but you can activate it again without losing its settings. When you delete it, the add-on configuration for that portal is removed; requests and conversations that already existed in Jira are not deleted.
Q: Why don't I see Live Chat in my project's sidebar?
A: The tray appears only in JSM projects with an enabled Live Chat portal. If the project is not configured, neither the sidebar item nor that project's conversations are shown.
Q: What do the Unassigned, My chats, and All assigned queues mean?
A: Unassigned shows open chats with no agent; My chats shows chats assigned to you; and All assigned shows chats assigned to any agent on the team.
Q: Why does a chat move from Unassigned to My chats after I reply?
A: When you reply to or resolve a chat from Jira, the request is automatically assigned to you. That is why the conversation leaves Unassigned and appears in My chats. A customer reply from the portal does not assign the chat to the customer.
Q: What happens if no agent is available?
A: The session is created and recorded in Jira. You can send messages, and an agent can reply when one becomes available.
Q: Is a survey shown when I close the chat?
A: If the administrator enabled the JSM satisfaction survey for the project, you can complete it after the chat closes. If it is disabled, the chat closes without showing a survey.
Q: How are messages and attachments stored?
A: Messages are stored in the linked JSM request, and files are stored as attachments on that request.
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.
Q: Can I change the Polling (ms) value?
A: Yes. The administrator can change it in each portal's configuration 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 adapts to the language configured for the user's Jira session.
Q: Does the chat work on phones and tablets?
A: Yes. On small screens, the chat adapts and can use the full screen.
Q: What happens to my conversation if I reload the page?
A: The conversation is preserved in the browser and can be resumed when you open the chat again. Temporary connection problems do not delete it.
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 portal is enabled and that the request type includes the Description field.