Using Jira-Slack as Ticket System

Question

Hi All.

I am setting up a ticketing system for my organization. I have three people listed as admins on our account. However, we would like other users in our organization to create tickets for maintenance issues through Slack.

Before other users in our organization can create a ticket, Atlassian asks them to make an account to proceed. When the account is made, it won't connect to the project we're using.

How can a change this?

Thank you in advance for any assistance!

Ste Wright · Answer

Hi @Myeisha Anderson

I would check...

Permissions:

As the Project Admin in JSM, go to...

* Project Settings > Permissions
* Ensure the Service Project Customer - Portal Access option has the Create Issues permission
* If not, you'll need to be a Jira Admin to fix this...* Press Actions in the top-right corner > Edit permissions
* Grant that option Create Issues permission, at minimum

Customer Access:

Do the users need to create accounts? It might be worth experimenting with customer permissions also.

As a Jira Admin...

* Go to Jira Settings > Products
* Select Customer Access from the left-hand menu
* In Portal Access, choose Allow customers to create accounts
* Check the box Customers can access and send requests from the portal without logging in
* Press Save

^ This would allow tickets to be raised without a login. If (3) isn't selected now, it might also remedy the problem to just select this.

I'd test both!

Let us know if either of these help resolve the issue!

Ste

Myeisha Anderson · Answer

Hi!

I'm believe I'm using Halp along with Jira Service Management.

When they create a ticket, Atlassian asks them to make an account. When the account is made it integrates with Slack, but won't allow tickets because they are not listed on the project I created. It gives them the option to make their own.

Ste Wright · Answer

Hi @Myeisha Anderson

Is this using...

* Halp - https://www.atlassian.com/software/halp?
* Jira Service Management?
* or a direct Jira/Slack integration?

What's happening when the user tries to create a ticket?

If it's (3) - I'd recommend first checking Project Permissions - if users are self-creating accounts, but the Project Permissions don't let Any logged in User create an Issue, it might be limiting their ability to do so.

But (1) or (2) might be a better option if not in use now.

Ste