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!
📋 Before You Start:
- Your Jira project and Discord server are linked and ready
- Jira admin rights
- Ticket types configured
- Jiri Support bot has "Manage Threads" permission in your Discord server
⚙️ 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.
💡 Quick fact: Use roles wisely - like assigning @SupportTeam for technical issues or @BillingTeam for payment queries.
👥 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.
| Action | Effect | User Access | Best For |
|---|---|---|---|
| Do nothing | Discussion stays open | Full access | Ongoing discussions |
| Close discussion | Hidden from active list | Can read and continue | Resolved but accessible |
| Lock discussion | Read-only | View only | Finalized conversations |
| Close and lock discussion | Hidden + read-only | View only via link | Clean closure |
⏰ Note: Ticket discussions automatically close after 7 days of inactivity to keep your channels tidy.
🤖 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.
🤖 Cool tip: This feature uses AI to analyze ticket discussion conversations and automatically selects the best resolution reason based on context - saving you from guessing!
🎯 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
- 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.
🔐 Permission check: To verify the bot has proper permissions, go to Server Settings → Roles, find the Jiri Support role, and ensure "Manage Threads" is enabled. This permission is required for the bot to close, lock, open, and unlock ticket discussions.
Still scratching your head? No worries - we're always here at the Discord for Jira Community.
Happy automating! ⚙️