I cannot connect my JSM space with Slack chat

Question

I am trying to connect my JSM Space to Slack through the Chat option in the space settings. But whenever I click the "Add to Slack" option, I get an error saying that "something went wrong, please try again." without any details on what went wrong.

I've checked all the permissions everywhere and atlassian-addons-admin has browsing privileges everywhere. I am an admin both on slack and Jira.

Please advise on what to do to get a fix.

Shaik Riyaz · Answer

Hi @Shehryar Ali Khan,

This error usually comes down to three things:

* Global Permission missing: Go to Settings (⚙️) > System > Global permissions and verify that atlassian-addons-admin has the Browse users and groups global permission (project-level permissions are not enough).
* Atlassian Assist app conflict: Go to Settings (⚙️) > Marketplace apps. If Atlassian Assist appears under User-installed instead of System apps, click Update to resolve installation conflicts.
* Known bug (https://jira.atlassian.com/browse/JSDCLOUD-16514): If Assist existed on your site before JSM was activated, it lacks the required background permissions. This cannot be fixed from the UI—open a ticket with Atlassian Support citing JSDCLOUD-16514 so they can run the backend permission fix.

Thanks!!

Thanasis Nikolaou · Answer

Hi @Shehryar Ali Khan

That generic "Something went wrong" on Add to Slack usually means Atlassian Assist (the app behind JSM chat) is missing permissions on your site. Since you've already checked the atlassian-addons-admins group, look at Settings > Marketplace apps next. Assist should be under System apps. If it shows under User-installed or asks for an update, you're in the scenario from this KB:

https://support.atlassian.com/jira/kb/unable-to-complete-jsm-chat-setup-on-ms-teams-or-slack-cloud-only/

There's also a known bug where Assist was installed before JSM was added to the site, so it never got JSM permissions: https://jira.atlassian.com/browse/JSDCLOUD-16514. Only Atlassian Support can fix that from their side, so raise a ticket if Assist looks fine.

Quick check: was JSM added to this site after Jira was already in use?