Find error message regarding Assist Bot failures from Teams

[Drew Poulson]

We are having an issue where periodically users are getting an error message when using Assist to open tickets from MS Team.

"Something went wrong, and we couldnt' raise a request from this message. Please Try Again."

Is there a location that I can find the error logs to troubleshoot or narrow down why we are getting these errors?

[Valerie Knapp]

Hi @Drew Poulson , welcome to the Atlassian Community and thanks for your question.

I had a look in the documentation for Assist and I didn't find much in the way of troubleshooting -  https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat-in-microsoft-teams/ 

There is an audit log in admin.atlassian.com with some information about the Teams integration 

I would say if Assist works sometimes and not others, with the same request types, that you should open a ticket to the Atlassian support so they can investigate for you https://support.atlassian.com/contact/#/ 

Best wishes

[Valerie Knapp]

I forgot to mention as well, if you have some doubt about the performance of the Jira Service Management product, you can check https://jira-service-management.status.atlassian.com/ , which also has a section for Assist. If there is some kind of outage or problem, it should be noted here.