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
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.
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 :)
@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.
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