Atlassian Assist is Disconnecting Tickets from Slack DM's

Question

I am struggling to figure out how this is happening but Assist is "transferring" tickets which results in a disconnection between slack and the ticket. We are unable to figure out why.

This user created a ticket by sending a message to our support channel. The agent then asked a follow up question in the ticket. Assist then "transferred" the ticket. We don't know what this means or why this is happening.

Can someone please let me know?

Joseph Chung Yin · Answer

@Mike Solomon -

Hi Mike:

Have you review the issue that was created in question "FIN-1221" to see if the issue WF status is not completed or it is transferred to appropriate status?

If everything looks right, I would recommend you to contact Atlassian Support (https://support.atlassian.com), so they can further investigate this problem by accessing the backend system logs.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Mikael Sandberg · Answer

It looks like you are still using the old Assist which is using Halp to send the request to JSM. That would explain the "This request has been transferred to Atlassian Assist..." message. You can verify this by going to Project settings > Virtual agent and see if that brings up the new interface or if it is asking you to log in with Slack.