How to add Jira actions to searches in Slack
This guide assumes that you are using Slack and Jira Service Desk, and both are connected to your Traitly account.
Get started by navigating to the relevant Slack channel by clicking here. You will then see an option to enable Jira Service Desk ticket creation as a custom post-search action. Enable or “check” this option, as shown below:
Restrict search results by source for specific Slack channel
To restrict search results in a specific Slack channel to a particular source or categories within a given source, click here. Then select a channel for which you want to restrict search results. You can, for example, specify that only Confluence documents from the particular workspace(s) should be returned in search results. Here’s an example:
Then select by source and source category or workspace:
How users can search and create Jira Service Desk requests
First, we recommend that users search for results by calling the
@traitly app. Traitly will then return all relevant search results while respecting specific source and workspace category rules defined for the Slack channel.
Towards the bottom of the search results, the user can choose to search within specific sources. In addition, they can click the “Create Jira Ticket” button. The user should only click on the “Create Jira Ticket” option if the information returned in the search results fails to address their query. This will then return a message, prompting them to select the Jira Service Desk request type for the request they wish to make:
When the user selects a request type, they will be presented with a dialogue form, prompting them to enter relevant details:
When the user clicks “Create”, Traitly automatically interacts with Jira Service Desk, creating a request within Jira. The user can also link out to the request created via Slack. Note: You do not define request types or request type forms within Traitly - this process is done within Jira Service Desk and Traitly simply presents forms from your existing form configuration. At this point, Traitly does not support attachment uploads via Slack due to Slack API limitations.