Hello, users are unable to open tickets linked to a jira project via 'raise a request'. (no request types are displayed in the menu)
It is only possible to open tickets still linked to halp.
Until yesterday, everything was working normally, no options have been changed.
Why?
5/03 UPDATE: After contacting support, I received a reply.
"We recently updated how request types are made visible to help seekers in Slack. With this change, the Assist app now shows a sum of all request types explicitly connected to your project’s request channels.Additionally, if a request type is not visible within Slack, it's because it has not been mapped to a request channel, essentially making it hidden from creation within Slack. It will still sync requests created within JSM/the portal to the agent channel however.
To make a request type visible via the Assist app, you will need to either:
The request channel can be either public (if you’re already using a Slack channel to field requests from help seekers, or you plan to), or private (if you’d rather only funnel help seekers to the Assist app to raise requests).
Once you map the request type to a request channel, it will be visible via the Assist app.
Our Product team sent out an update regarding these changes on February 13th, 2024 via a blog post to our community as well as an email sent to admins that contained a link to said blog. You can view the blog here: link blog
The changes were pushed out on the 29th, but there was a brief incident so we reverted one change. We then reattempted on the 1st and confirmed all instances have been migrated to the new changes mentioned in the blog.
The resolution is as mentioned above: Please configure request channels for any request type you would like to be visible and available for creation within Slack."
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.