New Rovo Slack app integration, any able to create a JSM ticket directly via the bot?

[britney.zhou]

Hi JSM community!

Wondering if anyone has connected the new integration between Slack and Rovo (https://support.atlassian.com/rovo/docs/using-the-atlassian-rovo-slack-app/)? 

If you have made added the app, you will have seen that Atlassian requires you to create a bot account in order to control the permissions. From there, you're able to connect Rovo agents. I created an agent that is able to create tickets (I tested in Rovo itself). However due to the bot account set up, it's not able to recognize the user that may wish to create a JSM ticket via the Slack chat. It shows this error below.

Wondering if anyone know of a workaround or this may be a limitation at this moment? 

 

[Khadijah Ellis]

This is happening to me too in my test environment as an Admin and customer in JSM it still gives me this error 

[Jehan Bhathena]

Hi @britney.zhou 

Since this is a Slack integration there maybe a few points to check why the issue creation didn't go thru:

• Is your JSM portal restricted to only those customers who have been onboarded to your portal? Perhaps open "Create Issue" permissions to allow anyone to create an issue.
• You can try to add all the users from your slack channel as JSM Customers to your site, and then retry the same action?
• You can also check in your JSM Project settings -> Customer permissions ->
  Channel access, to make this Open, else with the restricted settings it may not allow the ticket creation via Slack.

Hope these help.

[Quang Kieu]

Hello @Jehan Bhathena , 

Thank you for the suggestion. I tried the steps to setup permissions for the bot account linked between Slack & Atlassian, it still returned the same error message:

This action cannot be executed due to permission restrictions. This could be because the user who initiated it is different from the user attempting to execute it. Please ensure the same user who started the action completes it.

I also make sure the configured permissions are correct by testing to create the issues via the JSM/Jira cloud API. My thinking is because the Slack app is connected with Atlassian via a bot account, hence when executing it results in 2 different accounts (the one submitted request: user, vs the account executing the action: bot account). 

I would need some experts in Rovo to give some advices about this