Assist bot error creating ticket from Slack message

[kazu okamoto]

Hi 

 I’m running into an odd and inconsistent issue with Atlassian Assist and wanted to see if anyone else has experienced this.

 We have Automatic Work Item Creation enabled on a specific channel with 19 request types available. All of these request types have successfully created issues through Assist recently, so nothing appears misconfigured with the request types themselves.

However, Assist will sporadically fail to create an issue, even for request types that worked moments earlier. The behavior looks like this:

• Assist initially appears to create the issue

• But instead of displaying the ticket ID with a hyperlink, Assist posts the literal text:

  *[Loading…]

• Moments later, the requester receives the error message:

  “Something went wrong. We were unable to create a ticket. We’ve notified the agents for this channel.

  Share this error ID with support: 00000000000000000000000000000000”

 There’s no clear pattern around which request type is selected or what the message contains—the failures seem completely random. The same request type will work again later without any changes. Wondering if anyone else has encountered this same issue.

[Tomislav Tobijas]

Hmm @kazu okamoto ,

I can't say I've seen this (although I'm not a heavy user of the Assist feature) 

Definitelly looks like an issue on someone's end (either Slack or Atlassian; guessing the latter), so it would probably be best to reach out to Atlassian Support to see if their team can troubleshoot this further. Although that error code seems to be quite helpful 😅

Would be good to see if anyone else is experiencing this 👀

Cheers,
Tobi