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Microsoft Teams

Deliver JAMS Incident Management alerts straight into Microsoft Teams, where most teams already live. Alerts arrive as adaptive cards with Acknowledge and Escalate buttons, and because each responder links their own Teams account, acknowledgements are attributed by name — the card flips to "Acknowledged by [name]" the moment someone responds, even if they acknowledged from a phone call instead.

Plan availability: Microsoft Teams alerts are included on every plan, including Free, and are never counted against an allowance. See Plans & Billing.

Teams is both a notification channel (pickable per recipient, alongside email, SMS, call, push and WhatsApp) and a target (you can post to a whole Teams channel instead of an individual). You configure it once per tenant at /integrations/teams.

What you'll get

After setup:

  • A flow fires → linked responders get an adaptive card in their JAMS Incident Management bot chat, or the alert posts to a Teams channel you chose
  • The card shows the alert and an Acknowledge button (plus Escalate when there's a next rung in the escalation policy)
  • Tapping Acknowledge flips the card to a green "Acknowledged by [name]" status and stops the escalation
  • Acknowledging on any other channel (a phone call, an SMS reply, the dashboard) rewrites the Teams card in place too — so nobody acts on an alert someone else already took

What you'll need

  1. Microsoft Teams for your organization, with permission to install an app (from the Teams Store or your org's app catalog). Direct messages additionally require the app to be installed for each person, not just for a team — see Step 1.
  2. A JAMS Incident Management admin to claim the workspace (the first admin to connect owns the link).
  3. The JAMS Incident Management Teams app/bot available on your environment. If the /integrations/teams page shows "The Teams bot isn't configured on this environment yet," contact support — the bot is provisioned per environment.

Step 1 — Install the app in Microsoft Teams

The one thing to get right: Teams treats "added to a team" and "added to me" as two different installs, and they do different jobs. A team install lets JAMS Incident Management post to that team's channels. A personal install is what lets it direct-message you. Doing only the first is the most common setup mistake — channel alerts arrive, personal ones never do, and trying to start a chat with the bot fails to send.

Publish it for your organization (admin, once): download the app package from /integrations/teams and upload it in the Teams admin center → Teams apps → Manage apps → Upload new app. Publishing org-wide is what makes the app appear under Built for your org so each person can add it to themselves.

Then, for each person who should get direct messages: in Teams, go to Apps → Built for your org → JAMS Incident Management → Add. That installs it in personal scope and opens the 1:1 chat.

And, if you want channel posts: add the app to the team as well (Apps → JAMS Incident Management → Add to a team), then @mention the bot once in each channel you want alerts in.

Rolling out to a whole team? Don't make everyone do the personal install by hand. In the Teams admin center, assign an app setup policy that installs (and optionally pins) JAMS Incident Management for your users. It's installed in personal scope automatically, and each person only has to say hi and tap Connect.

Step 2 — Connect the workspace (admin)

  1. In Teams, open your 1:1 chat with the JAMS Incident Management bot and send it any message — "hi" is fine.
  2. Tap Connect to JAMS Incident Management and sign in with your JAMS Incident Management account.
  3. The first admin who connects claims the workspace for your tenant.

If the app was just installed for you, the bot sends the Connect card on its own — you may not need to message it at all.

Avoid opening the bot from New chat and picking it out of the people picker: that only works if the app is already installed for you personally, and otherwise the message just fails to send. Install from Apps instead.

Back in JAMS Incident Management, the /integrations/teams Connection card should now read "Connected to your Teams workspace."

Why this matters: the workspace link is what tells JAMS Incident Management which Teams tenant to deliver into. Until an admin completes Step 2, the status page stays on "Not connected yet" and Teams alerts won't deliver.

Step 3 — Each responder links their own account

Every person who should receive Teams alerts (and have their acks attributed by name) links their own account the same way:

  1. Add the app to themselves if it isn't already (Apps → Built for your org → JAMS Incident Management → Add) — see Step 1.
  2. Say hi to the bot in the 1:1 chat, tap Connect to JAMS Incident Management, and sign in.

Once linked, they appear under Linked users on /integrations/teams, with the date they connected. An admin can Revoke anyone's link from that table; the person can reconnect later from the bot card.

Why this matters: attribution is per-user. If a responder hasn't linked their account, JAMS Incident Management has no Teams identity to DM them at — they'll still get your other channels (call/SMS/email/push/WhatsApp), just not a Teams card. Link first.

Using Teams in a flow

As a per-recipient channel

Anywhere you pick channels for a recipient, Teams is one of the options (Call, SMS, Email, Push, Teams, Slack, WhatsApp):

Pick Teams for a User or Group recipient and JAMS Incident Management DMs each linked person the adaptive card when the flow fires.

As a channel target (post to a whole Teams channel)

Instead of (or in addition to) DM'ing individuals, you can post the alert to a Teams channel — useful for a shared "#incidents" channel the whole on-call team watches. Add the JAMS Incident Management bot to the channel; it then becomes selectable as a recipient target in the flow builder and on the JAMS and Azure Monitor connection forms (look for the Teams Channels group in the recipient picker).

A channel target carries its own delivery — you don't set per-user channels for it.

The adaptive card

When an alert lands, responders see a card with:

  • The alert title and body (and a source tag like "JAMS Scheduler" or "Azure Monitor" when applicable)
  • An Acknowledge button — this is always present. For integration flows with native verbs (e.g. Azure Monitor's Close), the card shows those buttons instead.
  • An Escalate button — shown only when the notification has a next rung in the escalation policy
  • A View Log link — when a JAMS Scheduler job log is attached to the alert

Tapping a button posts back to JAMS Incident Management and runs the same acknowledge/escalate logic as the voice, SMS, and dashboard paths — so the whole escalation group stays in sync no matter which surface the responder used.

Troubleshooting

SymptomLikely causeFix
Status page says "The Teams bot isn't configured on this environment yet"The Teams app/bot isn't provisioned for your environmentContact support — the bot is provisioned per environment, not from this page.
Status stuck on "Not connected yet"No admin has completed the connect flowAn admin messages the bot and taps Connect to JAMS Incident Management (Step 2).
A responder gets calls/SMS but no Teams cardThat person hasn't linked their Teams accountHave them link via the bot (Step 3); confirm they appear under Linked users.
Channel alerts arrive, but personal ones never doThe app is installed to the team only, not to each personEach responder adds the app to themselves (Apps → Built for your org → … → Add), then connects. See Step 1.
Messaging the bot says "failed to send"The app isn't installed for you in personal scope — Teams has no 1:1 chat to createInstall it from Apps (not from New chat), then say hi. See Step 1.
The app isn't listed under Built for your orgIt was sideloaded into a single team rather than published org-wideAn admin re-uploads the package in the Teams admin center (Manage apps → Upload new app).
No Teams Channels option in a flow's recipient pickerThe bot isn't added to any channelAdd the JAMS Incident Management bot to the Teams channel you want to post into, then reload the flow form.
Card never flips to "Acknowledged by …"The ack happened, but on a notification with no group siblings to updateThis is cosmetic — check the alert status in JAMS Incident Management; the escalation will have stopped.

What's next