This article applies to all TeamViewer customers with a Premium, Corporate or Tensor subscription.

Published clients

There are 2 live versions of the TeamViewer plugin:

version 1.24:

version 1.29:

Installation and Configuration

Install the TeamViewer plugin using the steps below:

  1. Log into your Jira instance as an admin.
  2. Click the admin drop-down and choose Add-ons.
  3. Click Find new apps or Find new add-ons from the left-hand side of the page.
  4. Locate TeamViewer plugin for Jira via search. (Results include app versions compatible with your Jira instance.)
  5. Click Install to download and install your app.
  6. You're all set! Click Close in the Installed and ready to go dialog.

The only configuration required is for the customer text that will be added to the ticket when a session is created. To configure this, use the steps below:

  1. Log into your Jira instance as an admin.
  2. Click the admin drop-down and choose Add-ons.
  3. Select Manage Addon and then select TeamViewer plugin for Jira from the list
  4. There you can edit the desired text using 4 available variables as shown in the image below. Once finished click Save Settings.Jira Server 1.png

     

 

Using the TeamViewer Plugin

Connecting the plugin

Once the TeamViewer plugin has been installed, you will first see the screen below:Jira Server 2.png

 

, and will need to click Connect and log in with your credentials so that your TeamViewer account is connected with the Jira account. You will only need to perform this once as your token will be stored securely on the JIRA instance.

Disconnecting the plugin

To remove the association between a TeamViewer account from the TeamViewer plugin, follow the steps below:

  1. Login to JIRA Server with the account you want to disassociate
  2. Go to the profile page (through the avatar on the top right corner)
  3.  There on the left side, you should be able to see a TeamViewer section with the option to disconnect as shown in the image below
  4. Select Disconnect and then confirm your selection

Once the accounts have been connected you can start using the plugin. There are 2 main functions: 

1. Direct interaction with other online users

If the submitter or assigned users have TeamViewer accounts associated with their Jira accounts (same email) the user will see options to either collaborate with them (remote control, presentation, chat, call) if they're online, or will be given the option to send them an invite if they're not in his Contacts list. 

 

2. Indirect interaction with other users

The operator will also have the option to create a session code and add the customer link to the Jira ticket comments. This can be very helpful if the other user is offline or his TeamViewer account is not known (is different with the Jira account email)

 

 

Version history
Revision #:
4 of 4
Last update:
a month ago
Updated by:
 
Contributors