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Slack message synchronization issue

Xie Yujie May 7, 2024

We added the jsm chat assist bot to slack channel, but recently we found that some replies written in the thread were not synchronized to the jsm issue.

The error message is:
Something unexpected went wrong. This comment could not be added to the issue.
20240507-163356.jpeg
It is worth mentioning that only the messages of a certain account cannot be synchronized, and the messages of others are normal. I wonder if it is related to the account or if there are other reasons?

1 answer

0 votes
YY哥
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 7, 2024

Hi @Xie Yujie 

Welcome to our Community.

从你提供的描述信息看,问题应该在于这几个 Slack 账号与 JSM Cloud 账号之间同步哪里出了问题。让他们在 Slack 里添加下 Jira Cloud app,打通下两边的账号试试?

Thanks,
YY哥

Xie Yujie May 8, 2024

Hi YY哥,

非常感谢你的帮助,我成功解决了问题,原因是这几个账号没有被加入 JSM 的 project 中

Like YY哥 likes this
YY哥
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 8, 2024

Hi Yujie,

是要添加这几个users 为 JSM licensed Agents? 还是只是普通的协作者角色即可?

这个是通过我说的方式还是其他什么方法发现 Root cause 的吗?

Xie Yujie May 9, 2024

Hi @YY哥 ,
这个是在 project setting 的人员设置部分,添加人员对应的邮箱并选择 role 为 Service Desk Customer 即可。
找到这个问题原因所在是发现又有另一个账号的评论无法同步,联想到你说的可能是 Slack 账号与 JSM Cloud 账号之间同步存在问题,判断应该是他们的账号无法连接 jsm project 导致的,并且在 project 人员中也没有搜索到他们的账号,添加后就正常了。

YY哥
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 9, 2024

😎 谢谢你的详细更新!

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