Jira AI Assistant - Slack Responses

[brian.lee]

Hello,

We've set up Jira AI Assistant and it's been working well. However, we've noticed one behavior in particular regarding Slack integration:

When a user posts on our IT Slack channel and they get to the point where the AI asks if they would like a ticket created and the user presses "Yes", it does create a ticket on our board as expected. When I respond to the ticket via our board, I can see my response in the Slack thread. However, when the user responds again via the same Slack thread, their response does not get created/updated on the ticket on our board. 

This has caused us to miss certain replies from our users - is this intended behavior? How would we go about changing settings so that all replies via a Slack thread gets created if a ticket has been auto-created for that specific Slack thread?

Thank you,
Brian 

[Rachel Yager]

Hey Brian!

I am running into the same issue on my side, so I am watching this thread.

I've had a similar issue happen when the end user who is interacting with the bot on Slack doesn't have appropriate Jira Service Management access (we fixed this by making our project's customer permissions more open since we control site access at the org level using SCIM settings).

I also found a known bug where the Slack channel is shared --- https://jira.atlassian.com/browse/JSDCLOUD-12566 --- as this is a Slack API limitation, it looks like Atlassian won't fix the issue at this time.

Hopefully the above helps, but I will let you know if I get any other answers from support.