User Problem

When creating a CHAT in MS Teams, you have the flexibility to include external users in the conversation. However, when initiating a CHAT from a JSM Incident ticket, only users who are members of the connected MS Teams account can be invited.

Unfortunately, MS Teams also does not permit the addition of external users to an existing chat. This means users have to manually create the CHAT in Teams instead of initiating it from Jira if they want to include external users in the chat conversation. 

Suggested Solutions

Allow inviting external users in the CHAT directly from Jira.

Current Workarounds

None, create the CHAT directly from MS Teams if external users need to be invited.