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 information can the initial form request?
A: In addition to the summary and description, the administrator can request text, number, date, selection, checkbox, or cascading-list fields. The fields and instructions depend on the portal.
Q: What is the initial conversation message?
A: It is the first message shown after you submit the initial form. It can include a selection to indicate the reason for your inquiry. It differs from the welcome message, which appears when you open the widget before starting the chat.
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 and only for authorized users. If the project is not configured or you are not authorized, neither the sidebar item nor that project's conversations are shown.
Q: Why don't I see Live Chat if I have access to the project?
A: The administrator can restrict the tray to specific users and groups for each portal. If you are not authorized, Live Chat will not appear in the sidebar and you cannot open the tray. Ask the portal administrator for access.
Q: What do the Unassigned, My chats, All assigned, and Closed chats queues mean?
A: Unassigned shows open chats with no agent; My chats shows chats assigned to you; All assigned shows chats assigned to any agent on the team; and Closed chats shows finished conversations in read-only mode.
Q: Where can I review a chat that has already closed?
A: Authorized agents can open Closed chats to review the history, request details, and request link. This queue is read-only: it does not allow replying, assigning, or resolving conversations.
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: Do I have to complete the survey before starting another chat?
A: It depends on the portal configuration. When Satisfaction survey required is enabled, you must complete the survey before starting a new conversation. When it is disabled, you can start another chat without completing it.
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.