Changelog

Release 1.1.1 · Forge 2.1.0

Patch update on 1.1.0. The tray and the widget show the attachment, send, and detail texts in Spanish when the browser is in Spanish, and a portal customer without a Jira license can read and reply in their conversation. Updating from 1.1.0 is direct and keeps the portal configuration.

Fixes

• Spanish texts: with the browser in Spanish, the tray and the widget show "Mostrar detalles", "Ocultar detalles", "Enviar", "Adjuntar archivos", "Vista previa", "Descargar", and "Cargando...". English keeps "Show details", "Hide details", "Send", "Attach files", "Preview", "Download", and "Loading...".
• Portal customer without a Jira license: if the customer is authenticated on the portal and is the requester, they see the agent's messages and can reply, including with attachments. Only the requester and agents see that conversation. A closed chat does not accept messages or files, and anonymous chat remains unavailable.
• Interface language: the tray and the widget follow the browser language, not a selector inside the app.

There are no changes to the form, initial message, JSM survey, or recent history. Attachments keep the same behavior; only their texts were corrected. No new permissions or installation are required.

Release 1.1.0 · Forge 2.1.0

Minor app update. Chat adds a pre-chat form, an initial message with an optional response, attachments, the native JSM survey, and recent history with notices. Updating from 1.0.0 is direct and the portal configuration is kept.

New features

• Pre-chat form: request type fields configured per portal, with summary and description always present, before the first message.
• Initial team message: configurable welcome bubble, with an optional single-select response saved on the request.
• Attachments: up to five files per message in the widget and the tray, with picker or paste. Images are previewed in the thread; other files are downloaded. A closed chat is read-only.
• Native JSM survey: rating with the Jira Service Management satisfaction survey, which can be required per portal before another conversation.
• Recent history and notices: up to three recent requests in the browser and a new agent message count on the launcher.

Without a form or initial message configured, the chat starts as in version 1.0.0.

Release 1.0.0

Initial release of Live Chat for JSM (Forge). First real-time chat product in the MB Group suite for Jira Service Management Cloud.

Base Implementation

Forge app with real-time chat between JSM portal customers and support agents.

• Portal launcher: Launcher on the customer portal with chat widget. Conversation start, real-time messages, and clean closure when resolving the request.
• Agent tray: Live Chat page in the project sidebar with three-column layout (sessions | conversation | request details). Queues: Unassigned / My chats / Assigned / Closed.
• Administration panel: Portal configuration from Apps → Your apps → Live Chat for JSM. Portal CRUD with a single Service Desk, request type, welcome message, polling, closing statuses, and ACL.

Included features

• Multi-portal configuration: Portal add, edit, activate/deactivate, and delete. Each portal maps to a single Service Desk.
• Service desk-based config: The widget loads the configuration of the service desk the customer is on, not a single global config.
• Inbox access control: Optional ACL per portal with authorizedUsers and authorizedGroups. Empty lists = normal access. Lists with values = only those users/groups + global admins.
• Single conversation and recovery: Single open conversation per customer and portal. If the customer returns to the portal, the active chat is recovered from the server.
• Inbox queues: Tray with three-column layout and queues: Unassigned / My chats / Assigned / Closed.
• Auto-assignment: On the agent's first comment or resolution, the request is assigned to that agent.
• Resolve with resolution: Closure with resolution and transition comment, requested in an inbox modal.
• i18n EN/ES: Interface available in English and Spanish.