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Bug when creating JSM requests via Slack Assist for Jira users

Vitor Seabra_ve8ba8

I have an integration between my JSM project and Slack so that employees at my company can open tickets via Slack and receive updates there. However, I noticed that users who have a Jira account run into a very annoying bug when opening a ticket through the Assist app (by typing “/assist”).

This bug shows up as an error message when creating the request, as shown in the image below. Does anyone know how to fix this? Is it a project permission issue? I already tried setting the ticket creation permission to public, but I still can’t resolve it.

Captura de tela 2026-01-14 091122.png

Accepted answers

Marc -Devoteam-

Hi @Vitor Seabra

Are all employees of the company customers on the project or is the groups containing all users added to the JSM space in the role Service Desk Customer?

See this KB; https://support.atlassian.com/jira/kb/users-unable-to-create-tickets-through-slack-teams-integrations-in-jsm-cloud/

All comments

Marc -Devoteam-

Hi @Vitor Seabra

Are all employees of the company customers on the project or is the groups containing all users added to the JSM space in the role Service Desk Customer?

See this KB; https://support.atlassian.com/jira/kb/users-unable-to-create-tickets-through-slack-teams-integrations-in-jsm-cloud/

Vitor Seabra_ve8ba8

Hey @Marc -Devoteam- , thanks for getting back to me.

By default, I left the customer permission to access the channel set to Open, since I need anyone who has access to the portal or Slack to be able to raise requests to my team.

Captura de tela 2026-01-14 152007.png

I also granted the Create Issue permission to Service Space Customers - Portal Access. I understand this may be redundant given the setting above, but I kept it enabled anyway.

Captura de tela 2026-01-14 152405.png

The issue is that 10 people on my team already have Jira accounts because they work on software projects (they’re part of the tech team). These 10 users are unable to raise tickets via Slack.

What I tested (and what worked) was removing their Atlassian accounts. This makes me believe the problem is related to an API inconsistency when validating users between Slack and Atlassian and I have no clue how to bypass it.

Marc -Devoteam-

Hi @Vitor Seabra

Are these 10 Jira users working on software customers on the project?

This is most certainly the issue.

So add these 10 users in the customer section in the customers section of the project by email address

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