Can I manually connect a Jira ticket to a Halp ticket?

[Carlos Garcia Navarro]

Hi there-

I've done a number of configurations with Halp/Assist, but I don't know if it's possible to manually connect a Halp ticket with an existing Jira ticket.

For more details, when users post a question for the first time, I've configured an integration that creates a Jira ticket that is then linked to the Halp one. In some cases, though, a Jira does exist and I'd like to connect them manually so they stay in sync as well. Thanks

[Jensen Fleming · Accepted solution]

Hey @Carlos Garcia Navarro -- that isn't possible. Assist can only create new Jira tickets, not link to existing ones. You can, however, send tickets created from Jira into Slack via Halp/Assist. That way the ticket will be in the triage channel and in a DM from the requester for follow ups. 

[Carlos Garcia Navarro]

Interesting, thanks Jensen. How do you do that?

[Carlos Garcia Navarro]

I'd be okay if there is no Halp ticket in Halp/Assist, but I can update the Jira ticket from Slack (where the conversation with the requester and others would happen).

[Jensen Fleming]

The best way is to opt into our new integration experience, and its just a little toggle per request type. 

Otherwise you need to make 2 recipes per request type.

- When a ticket is created from an integration, RT, create a ticket in halp 

- When a ticket is created from an integration, RT, send the ticket to a queue. 

I'd recommend opting into the new experience :)  

[Paul Romero]

@Jensen Fleming do you have details on the 'toggle'. I'd like any ticket created in JSM to open a Halp Ticket and notify the Slack Triage channel.  Right now I have this working for items coming in from Slack and Intercom, but items coming from email are creating a Slack ticket but not a Halp one.

[Jensen Fleming]

@Paul Romero -- I'd recommend signing up for the JSM Chat beta (coming out of beta soon).