Installed Atlassian Assist on Teams not showing submitted tickets in app for user

[Mariel Rollins]

Successfully set up agent team and request channel - submitted test ticket on request channel and created ticket using assist. 

This ticket was successfully submitted to the JSM queue.

The issue is the ticket isn't showing in the assist app on teams, in the ticket tab.

Shouldn't the user be able to see the tickets they submitted?

[Jorge Cammarota]

1. Missing Personal Scope (User Level)

Even if Assist is installed in a channel, the user must add it to their Personal Scope to view and manage tickets via the "Tickets" tab. Instructions for the user:

In Microsoft Teams, go to Apps (left sidebar).

Search for Assist.

Click the dropdown arrow on the button and select Add for me (Personal Scope).

Open the Assist app from the sidebar and navigate to the Tickets tab.

2. Project or Request Types Not Mapped

Check the configuration within Jira Service Management:

Go to your Service Project linked to Teams.

Navigate to Project settings → Channels & self-service → Chat.

Verify:

The project is correctly connected to Microsoft Teams.

The specific Request Types used in the channel are enabled for Teams.

Note: If a request type is not enabled for Chat, the ticket might be created in JSM but will not sync to the user's list in Assist.

3. Permissions and Issue Security

If the ticket exists in JSM but Assist cannot "see" it, it won't appear in the Teams tab.

Permissions: Go to Project settings → Permissions and ensure the group atlassian-addons-project-access has Browse projects and Browse issues permissions.

Issue Security: If you use Issue Security Levels, ensure atlassian-addons-project-access (or the corresponding project role) is included in the security level applied to those tickets.

4. Assist Tab Filters

The user may have active filters hiding their requests. Instructions for the user:

Open the Assist app in Teams and go to the Tickets tab.

Clear or reset all filters.

Select "All open" to confirm if recent test tickets appear.

How to Test and Isolate

Create a Test Ticket: Use the Assist icon (the lifebuoy) in a Teams chat to create a ticket.

Verify Reporter: Ensure the ticket appears in JSM with the correct Reporter (matching the Teams user).

Check Visibility: Open the Assist app → Tickets tab with that same user account.

Compare: If it works for you but not others, check if the affected users have performed the "Add for me" step and belong to the same Teams tenant.

When to Contact Atlassian Support

If tickets appear in JSM but remain invisible in the Assist tab for all users despite correct settings:

Collect: Site URL, Service Project ID, screenshots of the empty Tickets tab, and specific Issue Keys.

Open a ticket: Atlassian Support Contact

https://support.atlassian.com/jira-service-management-cloud/docs/create-issues-in-microsoft-teams/

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat-in-microsoft-teams/

https://support.atlassian.com/jira/kb/atlassian-assist-requests-stuck-under-loading-status/

https://support.atlassian.com/contact