Assist App - Slack Integration

[ヴァリエンテ フロリアン_Florian Valiente_]

• Service Project has been linked to Slack.https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat/
• Work items are being created properly.
• Agents channel for the issues work properly.
• Thread and comments are also synced properly.
• However, when you tag the reporter inside the thread in slack to mention them, Slackbot appears and shows the below message
  • Slackbot
  • You mentioned <reporter> but they’re not in this private channel.
    • Option: Add Them
    • Option: Do Nothing
• Clicking on add them will invite the user to the channel, but will then be kicked out by assist if they dont have an agent license and are not set as agents for that specific project. 
• However, another notification comes to admins(?) where there is an "Add Agent" button, and clicking it will assign a license to that person.

Is there a way to turn this off? I can't find much document on Assist on the slack side.

[Christopher Yen]

Hi @ヴァリエンテ フロリアン_Florian Valiente_ 

Unfortunately I don't believe you can disable Slack's warning about the user not being in the triage channel as it's native to Slack, and also cannot stop Assist from removing non-agent users from the triage channel. 

To my knowledge the only options are having agents tag customers or participants in the request channel, through the work item itself via comments, or just letting agents know to ignore the Slackbot