Slack Addin - Some users are unable to connect

unknown

"There was an error processing your request! There are no service desk instances available. Makes sure the account you connected to slack has access to at least one site and the app is installed on that site"

This user used /jsd login and followed the prompts to log in and also has confirmed access to a site with JSD.

Petter Gonçalves

Hello @[deleted]

Welcome to the Atlassian Community!

In order to further troubleshoot the problem that your users are facing with the Slack connection to Jira Service desk, please provide us with the information below:

1. Can you confirm what kind of access the users that are facing that error have in your Jira? Are they added as Agents with Service desk application access or as customers restricted to the Customer portal?
2. Are you using the Official app for Slack Jira Integration provided by Atlassian? If that's the case, note that this solution only works for Agents in Jira service desk, so it will not work for users added as customers.
3. Also, Is that same error appearing for all the users in your Slack group or only for a few ones?
4. If you are using the Official app mentioned above, have you tried to remove the connection and connect it again?

Let us know if you have any questions.