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Jira Automation couldn't send the slack message [DM]

Jakub Filo

Hello,
I have a problem with Jira Global Automation (Service management), whenever i try to do a rule, that sends the direct message to a person on a slack, it cannot be done.

I've synchronized both platforms, via Chat and video tools, or Slack integration itself. Everything else is running. Rule works, validates and it sends emails, but it cannot send DM on slack.

On slack: Jira Cloud, Jira, Jira ChatOps and Assist apps are implemented, it works pretty well. The permissions are also assigned, to write, to map the users between platforms, to see all the users at slack, to create a new DM.

Every synch setting is turned on and linked with the Slack Workspace.

What i have found, is the solution with webhooks, but i heard somewhere that webhooks are about to be turned off soon, so i prefer to use newer synch method.

Maybe you guys have any ideas on how to fix this issue...
I'am also open for a new suggestions on how to make the rule run notifications on Slack.

Best regards

Screenshot 2025-10-09 125427.png

Accepted answers

Haripriya

Hi @Jakub Filo and @Mikael Sandberg !

Thank you for waiting on this! I just wanted to let you know that I think this should definitely be added to the documentation. I’ve had a chat with the internal team, and it seems like the Plan is what’s causing the issue. Since we originally didn’t mean to limit this to just Incidents (Premium plan), we all agreed that it makes sense to raise it as a bug. If you’d like to keep track of it, here’s the public tracker: Automation action 'Send Slack direct message' does not work in JSM Standard Plan

I also encourage you to add yourself as a watcher by clicking on Start watching this issue (on the right sidebar of the bug report) to see the state of the bug moving forward, as well as voting on the report by clicking on This affects my team (also on the right sidebar of the bug report), and commenting on it to help the report receive more attention from our developers.

Thanks,
Haripriya

All comments

Mikael Sandberg

Hi @Jakub Filo,

Welcome to Atlassian Community!

When you are sending the DM, are you using the user's Slack Member Id?

Jakub Filo

I probably can't use the member ID in this form, so I'm using email addresses, which are the same in both Jira and Slack. Then it shows me as in the picture below. Maybe I'm doing something wrong, or I'm using wrong form 🥲

Screenshot 2025-10-09 151350.png

Mikael Sandberg

I just tested and it looks like the new Send direct message on Slack isn't working correctly. I would suggest that you contact Atlassian support and have them look into it.

My test automation was able to send a message using the Send Slack message component, and if you use that one you can send DMs as long as you know the user's Slack member Id.

Haripriya

Hi @Jakub Filo

Good day! Thank you for reaching out to our amazing community. It looks like you are trying to send a DM using the action Send Direct Message on Slack.

This action is directly linked to the feature Operations. Was the connection established as mentioned in the article " Connect Slack with Jira Service Management"?

Jakub Filo

Hi,
Yes, connection is established exactly like in the article.
Also, we have established connection in the Slack Integration tab. On our Slack workspace, we've 4 jira bots connected: Assist, Jira, Jira cloud, Jira chatops. Every bot has permissions to e.g. write an dm, map user's email addresses, create a new dm etc. (default permissions that bot need). We didn't change anything there.
It look's like the initiation process of sending DM isn't working correctly, because automation rule works itself.
Thanks in advance,
Jakub.

Haripriya

Hi @Jakub Filo !

Thanks for confirming this!

The particular action in automation sends a direct Slack message to selected users when an incident occurs. This is useful for notifying responders or decision-makers privately about high-priority events.

You can customise both the message content and recipients using smart values. To tag people in the message, use the format @{{smart_value}}.

This action will run successfully only for Jira Service Management incidents.

Source: Send direct message on Slack

Since we are using it for Scheduled events, the action is not working. For generic triggers, we recommend using the action: Send Slack message.

Please do let me know if there are any further queries!

Thanks,
Haripriya

Mikael Sandberg

@Haripriya Shouldn't there be a link to the documentation for this action? Especially since this one only works for incidents? Currently the description is not mentioning anything about just working for incidents...

Haripriya

Hi @Jakub Filo and @Mikael Sandberg !

Thanks,
Haripriya

Volodymyr Sukhov

It's working if you choose the direct user! If you use smart value like {{reporter.displayName}} or {{issue.reporter.emailAddress}}, then it always shows "We couldn't send the Slack direct message because some users couldn't be found or aren't valid in Slack." or "We couldn't send the Slack direct message."

If you ask if I have the same email in Jira and Slack - yes, do I have Premium -Yes, did I configure the connection - Yes.

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