Connect multiple Jira Service Management sites to the same Slack channel as request channel?

Collin Bourgeois

We recently migrated to Slack Enterprise Grid and, before doing so, we had a single Slack channel serving as a Request Channel for multiple JSM sites. If you requested a ticket within this channel, you had the option to choose the Atlassian domain and then which JSM site within that domain.

The agent channels are not an issue. I can go to their unique Slack channel, use the /invite Slack command, add Assist, and configure as an agent channel, choosing the Request Types to stream for new issues. I went into our public/common Slack channel, used the invite command for Assist, selected the "Request Channel" button, and am given a choice for which JSM site I want to connect to. I do not have the option to leave this blank to "choose all", so to speak. I selected the first JSM site, the appropriate request types, and connected. Now that it is connected, I am unable to use the invite command again as the bot is already in the channel. When I use the /assist setup command, I am told this channel is already configured. The Atlassian Chat page for the JSM site only allows me to create a new channel. When I enter the name of the existing channel, it says that channel already exists. When I go into 

How do I make one Slack channel a Request channel hub for multiple Jira instances like I had before?

 

 

Collin Bourgeois

Totally by chance, I did the following to trick this thing into working.

In the channel you want to make a request channel for multiple JSM sites:

1. remove the assist bot if already configured.

2. reinvite the assist app but do not configure.

3. use the /assist setup command in the channel to receive a unique message for making this an Agent or Request channel. 

4. use the /assist setup command again to create another unique message for configuring as request or agent. Repeat this step for as many unique messages as there are JSM sites to connect as request channels.

5. once you have the requisite number of unique messages (we needed 3), I was able to select the Request option for each one and choose a different JSM site and the Request Types to associate.