Teams Convert Message to Ticket - Intermittent

Gethyn Jones_6fv26r

I have Assist and Jira added as apps to my Teams and they seem to work fine.   The only issue I have is how random it is when I can crate a Ticket from a Message.

 

On Private chats I may have a few Third Parties message me, and I need to convert their message to a Task in JSM, so i right click it then choose create ticket with Assist or Create Issue in Jira.

 

This works for maybe 5% of the messages?

 

Its not an user thing either, as it works for some users and some messages with some users.

 

Any ideas what could be causing this?

Thanks

Tomislav Tobijas

Hi @Gethyn Jones ,

When trying to convert those messages and for those that are unsuccessful, do you receive any kind of information within Slack (or maybe JSM)?

There might be a few relevant tickets you might want to take a look at:

• JSDCLOUD-14401: External users in shared-channels without email sharing permissions are unable to create Assist/JSM Chat tickets where the reporter will match with their existing Jira user 
• JSDCLOUD-16464: Unable to create JSM Chat/Atlassian Assist ticket in an external Shared Slack channel 
• JSDCLOUD-15197: Customers raising tickets on behalf of others with JSM Chat for MS Teams 

I would say 16464 seems like the best fit in your scenario, so you could try with the following workaround to see if that will help in any way:

In some cases, this issue only occurs when there's multiple request types associated with the Request channel, associating a single request type may allow the ticket creation.

I'm guessing you've also checked all permissions for users for whom you're creating tickets?

Apparently, on all of these reports, no one has found a pattern that you could follow to definitelly replicate the behavior. 👀

In any case, I hope this can help a bit.

Cheers,
Tobi