Telegram Integration with Jira Virtual Agent
Good day,
I have integrated Telegram (via Make.com) to a project in JSM via a Rule (inbound webhook as you can see A) that creates a request (B) which is of the Request Type [GET IT Help] and the "associated" Issue Type "[System] Support request".
The Telegram message arrives all dandy and results in a logged request with a response going back to the customer with the request URL.
Any consequential messages are added to the request as a public comment.
☼ It's really useful, as you can imagine... I can receive a chat, create an issue, and respond to that as well as add any subsequent chat to the request's comments. I keep track of the conversation through storing the chat_id in the Db along with the Jira request identity.
I see there are quite a few chatbots in the marketplace and I believe creating your own "app" in Jira can make API calls.
► So, my question is how can I use Telegram as the chat interface to the Jira Virtual Assistant (JVA), so as to activate it, using intents/ knowledgebase to solve problems?
☼ My use-case is for internal customer support (using NLP, because people don't fill out requests) to ease the burden of turn-around response time on requests.
How can I leverage that plumbing with Telegram as the message conveyour?
Suffering through ChatGPT hallucinations I eventually realised (or so I think) that there is (probably) no API for JVA nor the chat it's linked to. I have also not seen any entity in the workflow (where the webhook is configured) that "bridges" from the "request" (static) domain of tickets to the more dynamic nature of chat for the JVA natural language type of interaction.
Yet, we seem to have a plethora of chat-like integrations, so how do they work?
If someone is able to just direct my nose in the right direction, I would really appreciate it.
