Use case: JSM support team coordinating in Google Chat

The problem

Support agents work in Jira Service Management while an internal team space is used for handoffs. Important issue changes can be hard to see when the team relies only on individual notifications or repeatedly checks the queue.

Starter configuration

1. Create a dedicated internal Google Chat space for the support team.
2. Add a Chat Relay connection for the JSM Jira project.
3. Use a narrow project/JQL scope and a preset aligned with the team's workflow, such as Blocked or New Highest / High priority issue.
4. Start with Key only. Confirm every Chat-space member may see the selected Jira information.
5. Send a test message, save, then trigger a synthetic Jira issue update.
6. Review the delivery log and adjust the event scope or timing.

Chat Relay supports Jira issue events in JSM projects. It does not monitor JSM SLA timers, send Jira Service Management alert events, change customer-portal behavior, or route customer requests.

Example message

SUP-123 · Status changed · In Progress · Open in Jira

Use synthetic keys and content in demos. Do not send request text, internal notes, customer names, or customer email addresses to a shared Chat space.

First success signal

A real, matching Jira issue event is visible to the intended internal team, and its delivery result appears in the connection log. Do not describe this workflow as SLA monitoring or on-call paging.