Resolution Screen - Slack Assist

[Jeanne Schock]

I have a request type with a resolution screen that requires input to close the ticket. I would like to add this to our list of request types that we are managing in our slack agent channel.

Changing the status of the ticket to closed in slack does not work. I do not see the resolution screen.

Asking for confirmation that this is a limitation. And if not, suggestions for how to configure for it to work.

Thanks.

[Joseph Chung Yin · Accepted solution]

@Jeanne Schock -

Hi Jeanne:

It is to my knowledge that the pop-up screen that you see via the project UI in JSM when issue moves into the Closed status, it only available in the project UI and not outside of JSM.

As for using Slack integration to close your issues, my initial suggestion that you have to remove the pop-up screen for the issue transition in the WF.  Instead using the pop-up to populate the Resolution field, you will add-in the post function call to default the resolution field to a specific valid value.

Afterward - publish your WF of the changes.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Jeanne Schock]

Thanks for confirming that a very basic part of ticket closure doesn't function with slack integration.

The purpose of the resolution screen is to ensure that a correct closure code is selected from a menu. I will tell the team that requires this capture on closure that they have to choose between managing tickets in slack or coming up with another way to capture that information.

Thank you.

[Logan Vantrease]

Hi @Jeanne Schock

Sorry for the long delay on this answer. Have you reviewed Helpdesk+?

This app allows for transition screens from Slack when closing out an issue. 

[Jeanne Schock]

Thank you for the suggestion. Additional fees are unfortunately not in our budget but I will save this for a potential future solution.