Chatops Editing

[Mark Beard]

I am currently looking to move my incident management over to a JSM Incident project w/ slack so that we can create new slack channels for each incident from the incident ticket.

But upon creation a message is generated and pinned to the top of the channel that we are unable to edit. We do not use services and utilize a different field for priority. We would like to be able to remove and ideally replace the priority and service fields in this message. 

 Is this possible?

[Andy Rusnak · Accepted solution]

Hi @Mark Beard , 

Thanks for using the Atlassian Community!  I am not sure specifically what you mean when you noted that you don't use 'services', but if you are using JSM Operations and generate an Slack channel from an incident, that is typically done either manually or automated via Automation (like described here.).  If the automation path is the way that you are generating these channels from an incident, you should be able to customize your channel descriptions using smart values. 

If I am not understanding your request correctly, perhaps you could post a screenshot of what you want to change within Slack and then also elaborate a bit on how you have this channel generation configured. 

Best, 
Andy 

[Mark Beard]

Hi @Andy Rusnak , thanks for your response.

So i have gotten as far as to create an automation on the JSM board to create a Slack channel whenever an incident is created, so we are good there.

What i'm getting at is when the channel is auto created, ChatOps auto adds and pins an initial incident Summary (screenshot provided). What i'm wanting to know is can this post be edited to include other information such as custom fields that i have setup?

A good example of this would be that we do not use the standard Jira priority fields (high, medium low etc) and we use 'P' ratings for our incidents (P1,P2 etc) so the current priority field that the chatbot is pulling is redundant for us and we would like to change it.

Also want to remove unused fields like 'services' as again we have another custom field with all our services in.

[Andy Rusnak]

@Mark Beard , 

Thanks for the follow up clarification.  I don't believe there is a way to modify the stock message at this point.  You could build an Automation rule that would create the Incident Channel and add a custom message that way.  But the out of the box standard functionality isn't modifiable.  

We do have JSDCLOUD-16043 which is requesting the ability to modify the fields displayed, and we also have JSDCLOUD-17299 which aligns with what you mentioned around priority schemes as well.  I would encourage you to vote for and watch those feature requests if they are something you would like to see potentially implemented in a future release.  

Best, 
Andy