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Jira Cloud for Slack is not responding to every user

Fred Deichler_t280hg

Hello,

I'm trying to track down an issue where the Jira Cloud app for Slack is not responding to every user.

A user mentioned a ticket and no reply:

I then went and did the same thing and Jira Cloud responded to me:

I had another user try and same thing:

Here is our Slack integration page in Jira for that project:
Screen Shot 2021-03-08 at 11.44.30 AM.png

And, here is an example from another channel/project where I was not involved and it shows the Jira Cloud app not responding to every person:

Accepted answers

Daniel Eads

Hi @Fred Deichler ,

It's possible these folks aren't logged in to Jira through Slack. When this is the case, the app will try to send them a message in the channel:

But if they take no action or don't log in successfully, they'll see a button to silence the app the next time this happens:

The app will also wait longer and longer between prompts to log in. It's possible they've dismissed the notification and/or are in a wait period and aren't seeing this ephemeral (visible only to them) message when they mention an issue key.

You can have them run the /jira manage command in Slack, which should either tell them they are logged in as a specific Jira user, or give them the smaller message that allows them to log in:

Cheers,
Daniel | Atlassian Support

All comments

Callum Carlile _Automation Consultants_

@Fred Deichler One thing to check would be the user's permissions for the project - is there any difference in the permissions of the users who are able to trigger the Slack message compared to the users who aren't able to?

Fred Deichler_t280hg

Thanks for the tip @Callum Carlile _Automation Consultants_ , I checked the roles within the project and the groups that they belong to and I'm not seeing a difference that could cause this issue

I have set both users from the final example to the same group and the same permissions within the project and will see if that makes a difference.

Daniel Eads

Hi @Fred Deichler ,

It's possible these folks aren't logged in to Jira through Slack. When this is the case, the app will try to send them a message in the channel:

But if they take no action or don't log in successfully, they'll see a button to silence the app the next time this happens:

You can have them run the /jira manage command in Slack, which should either tell them they are logged in as a specific Jira user, or give them the smaller message that allows them to log in:

Cheers,
Daniel | Atlassian Support

Fred Deichler_t280hg

@Daniel Eads

This exactly fixed it, thank you so much

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