Slack Assist app errored but no alerts to admins

Question

We experience an issue following the latest Atlassian chat updates, that changed the permissions structure.

We had limited who could raise the default request type and it worked for ages with Assist.

We have Assist installed on our Slack support channel

But post the change it broke. Unfortunately, in our support channel everything looked to be working.

However, the users (who pay no attention to the Assist app!) got this in the private DM from the Assist app

Strangely enough it says it alerted the agents, but I can find no evidence of that (I am also one of the agents)

Is anyone aware of away to monitor and alert on this?

Josh · Answer

After the Chat/Assist permission model change, rules that used to silently allow “anyone in the channel can raise the default request type” can fail for users who lost the new permission — while Slack still looks fine because the slash command / shortcut UI doesn’t always surface the JSM error to channel admins.

What to check:

* Jira admin → Chat / Assist (or Channels) → permission who can create requests from Slack; re-add the groups that should raise the default request type after the update.
* Automation / Assist audit logs around the times users thought it “worked” — look for permission denied / request type not available.
* In Slack, have a non-admin test user run the flow while you watch the Assist app’s DM / ephemeral error (users often dismiss it).
* Turn on admin notifications if the product exposes failure alerts for Assist; if not, add an Automation rule on “issue create via chat failed” style events where available, or monitor the Chat connection health page.

Root cause is usually the permission remap, not Slack itself. Once the allowed groups match pre-change behaviour, request creation should resume and you’ll want a canary non-admin test whenever Atlassian announces Chat permission updates.

Myles Boyd · Answer

Hi Arek
Indeed it is, thankyou; but it highlights a blackhole where Support / Admins don't know there's a failure.

R.
Myles

Arkadiusz Wroblewski · Answer

Hello @Myles Boyd

It could be related to this JAC Ticket [JSDCLOUD-14667] Using new feature to Restrict Request Types causes Assist to fail when creating tickets on Slack. - Create and track feature requests for Atlassian products.

[JSDCLOUD-15600] Support Restricted Request Types in JSM Chat and Assist - Create and track feature requests for Atlassian products.

Best,

Arek🤠