---
title: "Show Jira work items & conversations history"
canonical: "https://support.appfire.com/space/CHAT/87917306/Show%20Jira%20work%20items%20%26%20conversations%20history"
format: markdown
---
> Macro (aura-html)
On this page, you'll learn how to manage Jira Work Items and Conversation History visibility in the Chat Widget. All different options are bundled under one category on the Widget Functionality page, which can be accessed by opening the related project and clicking **Project Settings** > **Chat for JSM** > **Features > Jira Work Items & Conversations History**.
By default, the chat widget stores conversation history, meaning that users will see and have access to their previous conversations when they open the widget again. Let’s take a look at all the features on the Jira Work Items & Conversations History screen:
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| ### 1. Show Jira work item key in the chat widget after users write their first message |
| - **Show Jira work item ****key in the Chat Widget after users write their first message –**
The Jira work item key is a unique identifier for a specific request or work item in the Jira system. You have the option to show the Jira work item key in the chat widget after a customer writes their first message. This can help customers reference the specific work item they are discussing. |  |
| ### 2. Show Conversations History |
| You have the option to show conversations with all statuses or only with selected statuses. This can be helpful if you want to filter the conversations that are displayed to your customers. You have three options:
- **Show conversations with all statuses –** This will show the customer all of their conversations.
- **Show users conversations with Unresolved status only**** ****–** This will show the customers only the conversations with the Unresolved status. You can also select additional conversation statuses to hide.
- **Disable adding messages to work items with Resolved status – **When you enable this, the customers won’t be able to send messages after the conversation is marked Resolved. This can prevent confusion or misunderstandings if a customer tries to communicate about a work item that has already been resolved. |
| ### 3. Resolved work items |
| The chat widget sends an automated message to your customers when a live chat work item is resolved or closed. If your organization uses an external automation tool, such as [Jira Misc Workflow Extensions](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/2156856919), to send more personalized follow-up messages, you can disable these default messages to avoid duplication.
- **Disable adding messages to work items with Resolved status**
When enabled, customers can no longer send new messages after the work item is marked as *Resolved*. This helps prevent confusion or reopening of completed conversations.
- **Disable a default message generated after a work item is closed**
The chat widget sends an automated message to your customers when a live chat work item is resolved or closed. If your organization uses an external automation tool, such as [Jira Misc Workflow Extensions](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/2156856919) (JMWE), to send tailored messages that include dynamic variables such as the chat ticket link, linked Jira issue, or personalized follow-up details, you can disable these default messages to avoid duplication.
> 📝 To learn more about the JMWE and Chat for JSM integration, refer to the [documentation](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/2156856919/I+want+to+escalate+or+resolve+live+chat+requests+automatically+with+JMWE?atl_f=PAGETREE). |
| ### 4. Show Work Item Summary |
| You have two options:
- **Show work item summary instead of the last message in the list of chats – **
This can provide a more concise overview of the work item for customers. |  |
| - **Show work item summary instead of the header message – **
This can help customers and support agents quickly see the context of their conversation. |  |