Automatically create a linked support request from live chat using JMWE

After a customer starts a conversation via live chat (using Chat for JSM), you may want to escalate that request into a regular support ticket for deeper investigation and tracking. This guide walks you through how to automate this process using the Jira Misc Workflow Extensions (JMWE) app for Jira Cloud.

On this page: 1 Prerequisites 2 Configuration steps 2.1 Step 1: Edit the chat request workflow 2.2 Step 2: Add the JMWE Post Function > Create issue(s) 2.3 Step 3: Configure the post function 2.3.1 A. Workflow and transition 2.3.2 B. Destination issue 2.3.3 C. Field mappings 2.3.4 D. Add a comment on the original issue 2.3.5 E. Additional settings 3 Result

On this page: 1 Prerequisites 2 Configuration steps 2.1 Step 1: Edit the chat request workflow 2.2 Step 2: Add the JMWE Post Function > Create issue(s) 2.3 Step 3: Configure the post function 2.3.1 A. Workflow and transition 2.3.2 B. Destination issue 2.3.3 C. Field mappings 2.3.4 D. Add a comment on the original issue 2.3.5 E. Additional settings 3 Result

Prerequisites

Ensure the following setup is in place:

You are using Jira Cloud.
Both Chat for JSM and JMWE for Jira Cloud are installed.
A “Chat Request” work item type exists in a Jira Service Management project.
A “Support” work item type exists in another project (for example, Customer Support).
You have a workflow transition (for example, Closed – Escalated) where this post-function will run.

Configuration steps

Step 1: Edit the chat request workflow

Go to Project Settings > Workflows.
Select the workflow associated with the chat request type.
Edit the workflow and select the transition (for example, Closed-escalated).
Go to the Post Functions tab.

Step 2: Add the JMWE Post Function > Create issue(s)

Click Add post function.
Select Create issue(s) from the JMWE menu.

Step 3: Configure the post function

A. Workflow and transition

Applies to: Any → Closed-escalated transition of chat request.

B. Destination issue

Setting	Value

Setting	Value
Project	Customer support
Work type	Support
Link type	relates to
Reporter	Copy value from the current issue
Summary	Custom value (see below)

Set the summary to a dynamic value. For example:

Chat escalation - {{ issue.key }}: {{ issue.fields.summary }}

C. Field mappings

Set the following custom field values:

Field	Value Type	Value

Field	Value Type	Value
Labels	Custom value from script	live-chat-transfer
Request Type	Custom value from script	Get IT Help

These field values must match the options configured in your Customer Support request types.

D. Add a comment on the original issue

Check Add new comment and enter:

Dear Customer,  
We have transferred your chat request into a regular support request for better investigation and resolution.  
This is your new request: https://your-support-site.atlassian.net/Supportdesk/customer/portal/2/{{ context.newIssueKey }}  
We will communicate further through the above request.  
Thanks,   
Support Team

Make sure to replace your domain and portal number in the URL.

E. Additional settings

Comment visibility: Default (not restricted).
Comment author: Current user (or add-on user if required).
Uncheck Copy all fields — only use explicit field mappings.

Result

When a chat request is transitioned to Closed – Escalated:

A new Support ticket is created in the “Customer support” project.
Summary, Labels, and Request Type are pre-populated.
A customer-facing custom comment is automatically added to the original chat request, with a direct link to the new support request.