Practical Step-by-Step for "Total Cleanup" + Reinstallation
Based on official JSM/Assist chat troubleshooting documentation: Atlassian KB: “Unable to complete JSM Cloud chat setup on MS Teams or Slack” https://support.atlassian.com/jira/kb/unable-to-complete-jsm-chat-setup-on-ms-teams-or-slack-cloud-only/
1. Verify if Atlassian Assist is correct in Jira
In Jira Service Management (on the site where your service project is located):
Go to Settings (gear icon, top right) > Apps > Manage apps.
Check if Atlassian Assist appears under:
System apps – this is the correct state.
User-installed – this is the problematic scenario described in the KB.
If Assist appears in User-installed with an error like:
“The app 'halp.com' could not be installed as a local app as it has previously been installed from Atlassian Marketplace.”
Then you are exactly in Scenario 1 of the KB cited above.
In these cases:
Wait a while (if there was a recent migration or change).
Refresh the screen and check if Assist moves to System apps.
If it remains broken: further down I explain when it is time to open a ticket with Atlassian support to “reinstall Assist on the site.”
2. Clear Chat connections in the JSM project
In each Service Management project that uses Slack:
Open the JSM project.
Go to Project settings > Channels & self-service > Chat.
Next to the Slack workspace, click the three dots (⋯) and choose:
Disconnect this project.
Save.
This removes the “project ↔ Slack workspace” association that sometimes gets “stuck” after removing the app from Slack.
3. Clear Atlassian Assist within Slack
In Slack:
Go to each channel where Assist was present:
Run the command: /remove @Assist or remove the app through Slack itself (apps button in the channel).
Then, as a Slack administrator:
Go to Settings & Administration > Manage apps.
Search for Atlassian Assist.
If it is still installed, remove it completely from the workspace.
Goal: Leave Slack with no traces of Assist before the new installation.
4. Ensure correct permissions in Jira
The documentation also points to a common permission issue that prevents completing the chat setup: https://support.atlassian.com/jira/kb/unable-to-complete-jsm-chat-setup-on-ms-teams-or-slack-cloud-only/
Verify:
In Global permissions (Settings > System > Global permissions):
Confirm that the group atlassian-addons-admins has the “Browse users and groups” permission.
If it doesn’t, add it and save.
Without this, Assist cannot validate users during the chat setup.
5. Reinstall Atlassian Assist “from scratch”
Now, with everything cleared:
5.1. Reinstall the app in Slack
In Jira Service Management, go to the same place where you configure the chat:
Project settings > Channels & self-service > Chat > Slack.
Follow the flow to Connect Slack – it will prompt you to:
Open a Slack authorization page,
Choose the correct workspace,
Authorize the Atlassian Assist app.
Important:
Use a user who is an admin in Jira and also an admin (or has permission to install apps) in Slack.
Do this in an Incognito/Private window to avoid cache (the KB itself recommends this if you have tried multiple times).
5.2. Reconnect the JSM project to the workspace
After authorizing in Slack:
Return to Jira, to the project's Chat screen.
Choose the Slack workspace.
Complete the configuration wizard for channels (triage channel, request channels, etc.).
If everything goes well, you will see the triage channel and request channels configured again.
6. If errors persist
If, even after performing the “general reset” (disconnecting the project, removing Assist from Slack, checking permissions, and reinstalling), you still:
Cannot get past the configuration screen,
Or receive generic messages like “Something went wrong. Please try again later,”
The KB itself states that it may be necessary to reinstall Assist on the site, which only Atlassian Support can do.
Open a ticket here, with screenshots and, if possible, your Loom video link: https://support.atlassian.com/contact
In the ticket, describe that:
You removed Atlassian Assist from Slack,
You are now unable to complete the chat setup again.
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