"A request has already been created for this message."

[Dan Hernandez]

I have the support app connected to our slack instance in my organization. Two channels exist with the app, a user facing public channel and an agent facing private channel.

I first opened a ticket for someone on their behalf by interacting with the ticket emoji. Now every time my users open a request by clicking on the ticket emoji, regardless of who they are, they are immediately prompted with the message "A request has already been created for this message.".

I did some searching and found this Atlassian help article: https://support.atlassian.com/jira/kb/error-on-request-channel-a-request-has-already-been-created-for-this-message/

Unfortunately, this does not resolve my problem as I dont have a virtual service agent configured for this project. In fact we don't even have the JSM tier to enable it. Changing the request channel settings from automatic to manual does not affect the outcome either. As far as I can tell, the agent and request channels were properly set up. See below-

Is there any way to resolve and restore ticket creation for users by interacting with the the ticket emoji?

Thanks in advance!

[Himanshu Tiwary]

Hi @Dan Hernandez ,
It looks like the behavior is coming from the request channel settings, not from the emoji itself.

In your screenshot, the request channel is set to Automatic work item creation. When that option is enabled, every new message in that channel already creates a request automatically. So when someone later clicks the ticket emoji on the same message, Jira sees that a request already exists and shows “A request has already been created for this message.”

So the first thing I’d check is this:

If you want users to create tickets by clicking the emoji, the request channel should not be using automatic work item creation.

Instead, switch it to manual work item creation for that channel.

Keep the agent channel connected separately for agent-facing work, but make sure people are using the emoji in the channel where manual creation is actually expected.

If both channels are tied to the same project, it is also possible that the message is already being recognized as linked to an existing request, which would explain why the emoji no longer creates a new one.

So in practice, the fix is usually:

Open the request channel settings

Turn off Automatic work item creation

Change it to Manual work item creation

Test again with a brand-new message

If it still happens after that, I’d test with only one connected Slack channel temporarily, just to rule out channel overlap or cross-linking between the public and private channels.

Hope that helps — if this pointed you in the right direction, please consider giving it an upvote