How to Integrate Jira SM forms with Virtual Assistant

[Jason von der Linde]

I am trying to route my Jira Service Management forms with my Jira Virtual Assistant. I created Intents that tie to different form types (bugs, enhancement requests etc). Everything works in the test environment, however when I promote it to live and test in the widget on the UI, the intents no longer flow in the expected direction. The Virtual Assistant recognizes the intent as expected but rather than launch a link to the form, it provides a standard response of: "Please enter your email address so that a team member can contact you." rather than providing a link to the appropriate form that coincides with the intent. 

Am I missing something? As I said, this flow works seamlessly when leveraging the virtual assistant in the test environment and in the browser, but not on the native platform via the widget. 

[Jason von der Linde]

For context this is what I see when I try.

Screenshot 1: the flow

Screenshot 2/3: chat in the widget and get an error message when entering the email

Screenshot 4/5: raising a ticket in the help center successfully (in test mode)