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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.

You can define specific Jira statuses that, when reached by an existing ticket from a user, will trigger a new ticket to be created when a new message is received from that same user via WhatsApp. This is beneficial for scenarios where the user's initial issue might be resolved, but they have a new concern requiring a separate ticket.

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Steps

  1. Access the Click Project Settings > Chat for JSM > Integrations > WhatsApp Business.

  2. Locate the section titled Manage Jira Issues.

    image-20240411-143845.pngImage Removedimage-20241122-100354.pngImage Added

  3. Utilize the dropdown to select the specific Jira statuses (for example, Closed, Resolved, Done) that will trigger the creation of a new ticket upon receiving a new message from the same WhatsApp user.

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