Find error message regarding Assist Bot failures from Teams

Question

We are having an issue where periodically users are getting an error message when using Assist to open tickets from MS Team.

"Something went wrong, and we couldnt' raise a request from this message. Please Try Again."

Is there a location that I can find the error logs to troubleshoot or narrow down why we are getting these errors?

Valerie Knapp_dpp5c6 · Answer

I forgot to mention as well, if you have some doubt about the performance of the Jira Service Management product, you can check https://jira-service-management.status.atlassian.com/ , which also has a section for Assist. If there is some kind of outage or problem, it should be noted here.

Valerie Knapp_dpp5c6 · Answer

Hi @Drew Poulson , welcome to the Atlassian Community and thanks for your question.

I had a look in the documentation for Assist and I didn't find much in the way of troubleshooting -  https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat-in-microsoft-teams/

There is an audit log in admin.atlassian.com with some information about the Teams integration

I would say if Assist works sometimes and not others, with the same request types, that you should open a ticket to the Atlassian support so they can investigate for you https://support.atlassian.com/contact/#/

Best wishes