Configure Ticket Flow

Ready to level up your ticket handling? Let's dive into configuring the Ticket Flow - from assigning roles, managing status updates, to gracefully closing out tickets. Say goodbye to manual chores and hello to automation!

⚙️ Adding a Support Role to Discord

Before you start pinging your team like crazy, make sure you've got the support role set up properly in Discord:

• Head to your Discord server settings (Server Settings → Roles).
• Create (or choose) your trusty support role - like SupportTeam.
• Flip the switch on "Allow anyone to @mention this role" so your team gets notified.
• Double-check that this role can actually see and participate in your support channel - otherwise, they'll just feel left out.

🚦 Step 1: Configuring Role Assignment (Optional, but cool!)

Automatically assign Discord roles to notify your team instantly when new tickets appear:

• In Jira, navigate to Project settings → Apps → Discord → Tickets.
• Edit your ticket configuration, then pick your request type.
• Under Role Assignment, choose the Discord role that matches the experts who'll handle this ticket.

Limit active tickets per customer

In Ticket Flow, enable Limit customers to one active ticket, then use Request types sharing this limit to choose the types that share one limit. Save your changes. The setting is off by default.

A customer can have one active ticket across the selected types in the same Discord server and Jira project. Other types remain unrestricted. A ticket is active until its Jira status enters the Done category, including workflows with custom status names. Reopening it makes it active again. Closing or archiving a Discord discussion alone does not release the limit.

The limit applies to ticket panels, /ticket, and tickets created from messages, including edited suggestions. For a message, it counts the original author rather than the person creating the ticket for them. It also works when Discord thread creation is disabled.

Customers receive a private reply pointing to their existing discussion when they can access it, or asking them to contact support. Enabling the limit does not close existing tickets. If a ticket check is unavailable, the bot asks the customer to try later rather than creating another ticket. If creation cannot be confirmed, contact support before retrying.

👥 Step 2: Assignee Participation in Ticket Discussions

Choose whether assigning a Jira ticket should immediately add the assignee to the Discord discussion:

• In Ticket Flow, use "Automatically add assignee to the Discord discussion when assigned" when assignment should make the support agent visible right away.
• Turn it off if the assignee should join later instead of appearing in the Discord discussion right away.
• When it is off, assignees can still open the Jira issue and use the Join Thread button from the Discord panel when they are ready.
• Assignment messages and assignee direct messages stay configurable separately under Ticket Messages.

🔒 Step 3: Closing & Locking Ticket Discussions

No one likes messy ticket discussions lying around. Set automatic cleanup rules in your ticket configuration under Ticket Flow Options → "When Jira ticket is resolved then:"

If your ticket destination is a Discord forum, these actions apply to the forum post discussion for that ticket.

🤖 Step 4: Automatic Jira Resolution from Discord

Feeling brave? Let automation handle Jira ticket closures based on Discord discussion closure:

• Still in Ticket Flow Options, enable "Auto-resolve Jira Ticket on Thread Closure".
• Once a Discord ticket discussion is manually closed (by moderators or automatically due to inactivity), Jira tickets automatically move to a closed state.

🎯 Best Practices

• Clearly define ticket lifecycle expectations with your team to avoid confusion.
• Regularly review auto-closed tickets (especially if using AI features) to ensure everything's on track.
• Limit your request types to keep things intuitive - too many options can confuse your users.

🚨 Quick Troubleshooting

An unavailable Jira project

Archived Jira projects are not offered by /ticket, and older panels cannot create tickets in them. Saved settings are preserved.

If a ticket project's deletion, trash state or missing access prevents new tickets, its saved configuration stays in General settings → Tickets → Unavailable ticket projects. A Jira global administrator can choose Review to see its state, saved ticket types and whether an administrator has disabled it.

Restore the same project or fix its access in Jira, then choose Check again. The app checks the saved project identity and current ticket types. Recovery does not turn on a configuration that an administrator disabled. A project key reused by a different project is not automatically reconnected.

For an older configuration whose project identity has not yet been verified, open its current project settings, review the project and ticket types, then explicitly save. If that project is no longer accessible, the global review still lets you remove the saved configuration after confirmation. Removal keeps existing Discord discussions. Deleting a Jira project can affect its Jira issues; keeping the configuration does not preserve those issues.

Ticket users see a private support message only after choosing an unavailable option. Available options and existing saved Discord panels are kept.

The available Marketplace license contact can receive one configuration warning email for an ongoing project problem, using the existing email preferences. Its recovery link opens global Tickets settings. A validated project restoration or successful Check again resolves that project warning; a later problem can receive a new warning. Historical problems may need Check again after the app update before a warning is sent.

A Discord destination problem

If ticket creation or its required Discord setup fails because Jiri Support Bot cannot access the configured channel/server or lacks permissions, Discord for Jira emails the available Marketplace license contact once for the ongoing configuration problem. The warning links to ticket settings and explains how to repair it. If Jira already created the ticket, the email links to that existing ticket instead of implying creation failed.

Repeated failures do not produce reminders. Only a successful ticket operation proves recovery from a Discord destination problem; a later configuration failure can receive a new warning. Configuration warning emails can be unsubscribed independently of onboarding emails.

• Roles not assigning? Verify role permissions and bot permissions in Discord.
• Discussions not closing or locking? Confirm you've set up your closure actions correctly and that the bot has the "Manage Threads" permission in Discord.

Still scratching your head? No worries - we're always here at the Discord for Jira Community.

Happy automating! ⚙️