Issue Summary

This is reproducible on Data Center: no

Some users may encounter issues with creating tickets in JSM via Assist (Chat) resulting in an general error that says "Something went wrong and a request was not created from this message." Drilling down, an error from Jira in the triage channel thread of the ticket will say "Unable to create Jira issue: You can't raise a request on behalf of this user because they need the customer role on your site managed by your organization admins."

We believe this is due to a new customer role within JSM, 'customer', that has replaced 'end-user', which is causing some API issues because the Jira API does not allow raising on behalf of users with no product access. We are investigating how to auto-fix JSM Chat for users with 0 product access. 

Steps to Reproduce

1. go to admin.atlassian.com
2. click “Invite Users”
3. invite a user that Jira or Slack has never seen before. Give them 0 product roles, so that all products read “None”
4. invite that same user to Slack and have them create a ticket. It will fail with the errors mentioned above.

Expected Results

Users can create tickets without issue.

Actual Results

The ticket fails to create with the errors mentioned above. 

Workaround

At this time, these are the best steps to take on a per-user basis

1. go to admin.atlassian.com
2. search for desired user to fix
3. click the … menu and then click “Show Details”
4. add the customer role or adding them to a group of their choosing

Additionally, here's the support doc with more information: https://support.atlassian.com/user-management/docs/give-users-access-to-products/