Atlassian AI <> Slack Intergration

[Aman]

Hi all, hope you're well and that someone can help me as I'm starting to go crazy in identifying what I'm doing wrong. I've just upgraded our Jira Service Management to Premium. I've made sure I've got a license for it (My account shows under JSM in Atlassian admin so I know that's not the issue). 

When I go into our JSM (we only have one of them in our Atlassian space), and then go into Virtual Agent, Settings, Channels and connect to Slack, that is where my issues begin. 

I am an admin/owner of the Slack workspace I want to link so I know that's not the issue here either. 

When I click connect to Slack, it takes me to another webpage where it wants me to authorize the connection, but instead of taking me back to the same atlassian page, it takes me to the page of "connect to Slack" again and in the URL bar it shows the following at the end:  

error=email-mismatch&expectedSlackTeamId=

I'm logging into Atlassian with the same work email that I am with Slack, so I know it's not an email mismatch as it's saying. The Slack Team ID is also correct. 

I've tried it in incognito mode in chrome to ensure it's not an issue with my web browser, but it's still the same. I've also tried a different web browser. 

I've gone into Slack Admin and I can see Atlassian Assist over there, but I can't do anything with it other than remove the app (which I have done countless times). 

I've also gone into Slack into a test channel I've made, invited Atlassian Assist, but naturally, as nothing has been configured (because I can't as Atlassian thinks it's not connected), I can't do much. 

I've removed the app from Slack Admin, gone back into Slack and done /Jira Logout and /Jira connect and that part always works (same email I'm using to do the Atlassian Assist), but I can never get Atlassian Assist to work. 

Any help would greatly be appreciated. 

I should also note, I've tried logging/connecting to Atlassian with Microsoft, Slack etc but it makes no difference. 

I should also add, I sign into Slack with the same email but a different password because we don't have SSO configured/enabled because that requires a different license. But I can't see how that would cause an issue because the email address being used to sign into Slack and Atlassian is the same + I can do /Jira connect from slack with no issues....

[Aman · Accepted solution]

Hi All,

After spending a lot of time going back and forth with Atlassian support, the issue turns out, was a basic one. Essentially in Slack admin, my email address was setup as firstname.lastname@domain and in Atlassian admin it was also setup the same. The email mismatch came because in slack, the firstname.lastname was setup to have a capital letter for each and in Atlassian everything was lowercase. This caused the error mismatch and they put a fix out for it. 

It's still weird that in slack, prior to this and even during the issue, I could do /Jira logout and /Jira connect and authorisation that connection, but it wouldn't do it for Atlassian Assist. 

The issue for me has been resolved though, so if anyone is still getting this email error mismatch when trying to link Slack with the Virtual Agent, please be mindful of capital letters in the email, even if they're identical in every other way, this could be the root cause. If you can't change it, then ask open a ticket with Atlassian support and ask them to do it for you so that you can link the two. 

Have a good week all!

[Jim Knepley - ReleaseTEAM]

I wonder if the cause of this report from 2023 hasn't resurfaced.

Maybe try opening a support ticket?

[Aman]

Hi Jim,

That was one of the posts I saw, but as someone from the Atlassian team left a comment saying that it was fixed, I still thought it was something I was missing. I guess they might've done a butched fix for that particular person and their tennant. 

I have raised a support ticket, but I thought I would also try my luck here. Thank you though!