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Version: 2.1.0

Changelog

Release 2.1.0​

This release gives administrators more control and provides a richer start experience for customers and agents.

For administrators​

  • You can choose which users and groups are authorized to handle conversations from the Live Chat tray in each portal. Global administrators retain access.
  • You can configure an Initial chat form with additional request-type fields: text, number, date, selection, checkbox, and cascading lists.
  • For each field, you can define its order, label, help text, and whether it is required.
  • You can configure an initial message that appears as the first conversation bubble and, optionally, a selection for the customer to indicate the reason for the inquiry.

For customers​

  • The start form can request additional information beyond the summary and description.
  • After submitting the form, you may see an initial team message and choose an option when the portal has configured one.

For agents​

  • The tray keeps the Unassigned, My chats, and All assigned queues and adds Closed chats for reviewing finished conversations.
  • Closed chats is read-only: you can review the history, request details, and request link, but cannot send messages, assign, or resolve.
  • Form data and the option selected in the initial message appear in the request details.

Release 2.0.0​

This release makes it easier to manage multiple portals and helps teams organize their conversations.

For administrators​

  • Live Chat can now be configured separately for each service portal.
  • You can add, edit, enable, disable, or delete configurations from one screen.
  • When updating from an earlier version, the existing configuration is preserved and automatically converted into the first portal configuration.
  • The widget appears only in portals enabled by the administrator.
  • Welcome messages, chat-closing statuses, and other settings can be adapted for each portal.
  • The satisfaction survey uses Jira Service Management's standard survey when it is enabled for the project.

For customers​

  • Chat opens only in portals where it is available.
  • When the conversation closes, you can rate the support you received through the JSM satisfaction survey if the project has it enabled.
  • Each chat is recorded in the Service Desk associated with the portal where you started it.

For agents​

  • The Live Chat tray appears only in projects with a configured and enabled portal.
  • You can switch between the Unassigned, My chats, and All assigned queues to find the conversations you need more quickly.
  • When you reply to or resolve a conversation from Jira, it is automatically assigned to your user.
  • The options to assign a conversation to yourself, view its details, and resolve it remain available.

Release 1.1.0​

This release improves the mobile experience and makes conversation handling more reliable.

Improvements for administrators​

  • The project selector shows only Jira Service Management projects.
  • The selected project and its Service Desk remain associated.
  • Clear warnings appear when no projects are available or an earlier configuration is no longer valid.
  • Closing statuses must be entered exactly as they appear in the workflow so Resolve can find the correct option.
  • The request type must include the Description field.

Improvements for customers​

  • The widget adapts to phones and tablets and can use the full screen on small devices.
  • The message field remains visible when the phone keyboard opens.
  • Conversations are preserved in localStorage after reloading the page, reopening the widget, or experiencing a temporary connection problem.

Improvements for agents​

  • The tray provides a better view of registered project conversations.
  • Resolve opens a dialog to add a comment and choose a resolution when needed.
  • Closing uses available workflow options and shows the reason if Jira cannot complete it.
  • The tray loads correctly when the Jira address has no additional path.

Release 1.0.0​

Initial release of Jira Live Chat (DC). First real-time chat product in the MB Group suite for Jira Service Management Data Center.

Base Implementation​

Initial plugin with real-time chat between JSM portal customers and support agents.

  • Portal widget: Start form, automatically updated conversation, session preservation, and clean closure when the request is resolved.
  • Agent tray: Project sidebar integration (Queues/Customers pattern); three-column layout (sessions | conversation | request details); reliable JS/CSS loading via dedicated servlet.

Chat Attachments​

Customers and agents can attach files to the conversation.

  • Files as native Jira issue attachments.
  • Inline image preview; download link for other file types.
  • Send with optional text plus one or more files (attachments without text allowed).
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