Changelog

Release 3.0.0

This release makes Jira Live Chat (DC) compatible with Jira Data Center 11.3. The add-on requires Java 21.

There are no changes to the widget behavior, the agent tray, or portal configuration compared to 2.4.0 (including image, PDF, and video previews in the thread).

Review the prerequisites before upgrading: install or update on a Jira / JSM 11.3 instance.

The upgrade from 2.4.0 is done via Manage apps > Upload app (.jar / .obr). Portal configuration is preserved.

Release 2.4.0

This release expands attachment support in the chat: you can now view full-size images, read PDFs, and play videos directly in the conversation thread without downloading them or opening another tab.

For customers

• In the thread you can view full-size images (no cropping), read PDFs, and play videos without downloading them or opening another tab.
• Clicking an image opens it at full size in a lightbox; you can always download the image, PDF, or video.
• Other files (Word, zip, etc.) continue to show a download link with name and size.
• If a file cannot be previewed (unsupported format, encoding error), you will see the chip with the file name and download; the conversation is not interrupted.

For agents

• The same preview behavior applies in the tray: images, PDFs, and videos are displayed directly in the conversation. Other files are shown as download links.

There are no administration or configuration changes. The upgrade from 2.3.1 is direct.

Release 2.3.1

This release fixes a behavior that allowed customers to start a second chat while they already had an active conversation in the same portal.

For customers

• If you already have an open conversation in a portal, you cannot start another one in the same portal. The widget reopens the existing chat until it is properly closed.
• If the widget closes at the UI level (for example, by reloading the page or accidentally closing the widget), the same conversation thread is resumed when you return.

There are no changes for administrators or agents. The upgrade from 2.3.0 is direct.

Release 2.3.0

This release expands the desktop chat window, enables pasting screenshots directly from the clipboard, and fixes duplicate messages in the conversation.

For customers

• On desktop, the chat window uses more screen space without breaking the responsive layout. The mobile experience remains unchanged.
• You can paste an image from the clipboard using Ctrl+V (Windows/Linux) or Cmd+V (macOS). A preview of the image is shown before sending, and you can remove it before submitting if you decide not to attach it.
• Messages in the conversation are now displayed only once. An issue that caused some messages to appear duplicated in the chat has been fixed.

There are no administration or configuration changes. The upgrade from 2.2.0 is direct.

Release 2.2.0

This release improves the satisfaction survey closure, makes ticket creation from the widget more robust, and adds a visual alert for unassigned chats.

For customers

• After submitting the native JSM satisfaction survey, the customer is automatically redirected back to the service portal. Manual navigation is no longer required.
• The request is created with all necessary fields in the initial creation (summary, description, form fields, and required fields). They are no longer filled in a separate step, which prevents failures when required fields are present or the customer cannot edit them afterward.

For agents

• The tray displays a red alert with a counter showing how many chats are unassigned. The alert updates automatically with the existing polling and disappears when the queue is empty.
• Clicking the alert focuses the Unassigned queue.

There are no administration or portal configuration changes. The upgrade from 2.1.2 is direct.

Release 2.1.2

This release fixes minor issues in the agent tray and the initial form.

For agents

• In the request details, the Description field label now displays correctly in Spanish.

For customers

• If the initial form includes a cascading list, the ticket saves both the primary value and the related value (for example Region and Office).

There are no changes to administration, the initial message, or queues. The upgrade from 2.1.1 is direct.

Release 2.1.1

This release fixes an issue in the initial chat form.

For customers

• Fixed an issue where, after initially entering the Subject, you had to edit it again for it to be recorded.
• The Start conversation button is enabled once you complete the required fields, regardless of the order.

There are no changes for administrators or agents: the initial message and queues stay the same. The upgrade from 2.1.0 is direct.

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).