Could someone help with with this Error code 62900c42e4d94b178cfc5692bec0bcb4

[Andrew Niebla]

I have an employee who is registered as a customer who has tried creating a ticket via Slack using th Assist App and threw up this Error ID 62900c42e4d94b178cfc5692bec0bcb4. We have already checked to see if the user is a customer which they are and have already tried Uninstalling and reinstalling and that did not solve the issue.

[Martin Runge]

Hi @Andrew Niebla

Welcome to the Atlassian community!

An error ID like that only means something inside Atlassian's own logs, so I would open a ticket at support.atlassian.com and quote it together with the timestamp and the user's account ID. They can look up what actually failed in seconds, which beats guessing.

While you wait, a few things I would rule out:

• The email on the Slack account must match the email on the Atlassian account. If the employee uses an alias in Slack, Assist cannot map it to the customer record.
• Have the user disconnect and reconnect their Atlassian account from inside the Assist app, not just reinstall the app. Open Assist in Slack, go to Home > Settings, and relink.
• Check that the Slack workspace is still linked to the right Jira site, and that the service project you expect is connected to that workspace.
• Try the same request type from the portal with the same user. If that works, the problem lies with the Slack link, not with permissions.

One thing worth checking on the request form itself: if it contains a field type Assist cannot render, creation can fail even for a valid customer.

Did the error occur only with one specific request type, or with every request this user tries in Slack?

Cheers, Martin