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  1. Jira Service Management Cloud
  2. JSDCLOUD-13188

Ability to include Request Participants on the Slack thread in Assist

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      As announced in Upcoming changes to Atlassian Assist in Slack:

      Updated bot notifications

      What is it? We heard your feedback that Assist notifications create noise for agents and requesters. Assist still adds a comment to the thread, and it will now also at-mention the requester or the assigned agent to subscribe them to thread notifications. This means all interactions happen in one place: on the request/issue thread.

      As a part of this change, request participants will only receive request updates by email, unless they comment on the request thread in Slack.

      This means if a request is raised via Jira/portal/email/etc (any channel outside of Assist) and is synched to Slack via Assist, the request participants are no longer looped in the thread. There is also no way of including them in the thread because there is no public thread for the participant(s) to comment on and get included.

            [JSDCLOUD-13188] Ability to include Request Participants on the Slack thread in Assist

            Pinned comments

            Pinned by Renata Dornelas

            Rajat Sharma added a comment - - edited

            Hi Team

            The intended solution was to notify the added request participants on the requester slack thread by mentioning them on the thread when the requester thread exists in a public/private channel.
            Feel free to raise a support ticket if you are facing issues with this flow

            For the scenario where the requester thread exists in a DM with the bot and there is no thread in a channel, we've created a ticket. (https://jira.atlassian.com/browse/JSDCLOUD-14414)

            Rajat Sharma added a comment - - edited Hi Team The intended solution was to notify the added request participants on the requester slack thread by mentioning them on the thread when the requester thread exists in a public/private channel. Feel free to raise a support ticket if you are facing issues with this flow For the scenario where the requester thread exists in a DM with the bot and there is no thread in a channel, we've created a ticket. ( https://jira.atlassian.com/browse/JSDCLOUD-14414 )

            All comments

            Adrian Tacaciu added a comment -

            Bring it back

            Adrian Tacaciu added a comment - Bring it back

            Ricky Jordan added a comment -

            I'm with Joseph, this is far from fixed....  private is the way to go, we don't want nor use any public channels/threads.

            Ricky Jordan added a comment - I'm with Joseph, this is far from fixed....  private is the way to go, we don't want nor use any public channels/threads.

            Jason Loyola added a comment -

            I have actually jumped on calls with product managers in the past to advise them of our needs and why changes like this are impacting businesses.

            They are of the stance that the more people that are in favour of a product or solution is they way they normally lean.

            In this scenario I cant see why anyone or business would want to remove or kill this feature. So not sure what Atlassian were thinking here..?

            Atlassian will start to lose lots of business if they change things without warning or reason. 

            Jason Loyola added a comment - I have actually jumped on calls with product managers in the past to advise them of our needs and why changes like this are impacting businesses. They are of the stance that the more people that are in favour of a product or solution is they way they normally lean. In this scenario I cant see why anyone or business would want to remove or kill this feature. So not sure what Atlassian were thinking here..? Atlassian will start to lose lots of business if they change things without warning or reason. 

            Tom Murphy added a comment -

            I'd love to jump on a call if you guys are open to it... to talk about the feature and why so many companies need it. 

            The removal of this feature literally saw my company remove our premium licence, drop all our plans to create several service desk, and look for a new solution entirely.

            Bringing this feature back would bring us one step closer to having the needed slack first functionality which is what was so good about Halp. 

            Tom Murphy added a comment - I'd love to jump on a call if you guys are open to it... to talk about the feature and why so many companies need it.  The removal of this feature literally saw my company remove our premium licence, drop all our plans to create several service desk, and look for a new solution entirely. Bringing this feature back would bring us one step closer to having the needed slack first functionality which is what was so good about Halp. 

            Tom Murphy added a comment -

            610275048b53 poye 

            This is gutting - you’ve closed a ticket as solved but actually it's not really solved anything, as this was never the issue.
             
            There was never an issues with adding people as request participants in public/private channels… as they got the notification mentions in Slack anyway. You would just need to add them to the private channel if needed/able.
             
            The issue is that the tickets no longer appear in the request participants Messages section of the Assist Bot UI. 
             
            Biggest issue this causes is if a private ticket is raised, it exists only in the requesters message tab with Assist… it’s not possible to collaborate and add request participants anymore as they don’t get any notifications in Slack. 
             
            In the past, any ticket you were added to as a request participant would show in the Assist Messages tab. It would say “hey you’ve been added as a participant to this ticket” and then the thread would show all the ticket comments… it was the best. Can u just please bring this back 😂
             
            The Assist UI was nice as it clearly reflected the online portal of tickets you created and are a part of... now Slack only shows tickets you requested and not tickets that you are a part of.
             
            I argue that NOBODY asked u to take this away, and everyone is asking you to bring this back. You have the code as it was a past feature, just return it and Assist will literally be top tier again 😭
             
            Can we atleast reopen this issue and not mark it as closed... because you've started a new ticket which means we need to start voting all over again and that's mad. 

            Tom Murphy added a comment - 610275048b53 poye   This is gutting - you’ve closed a ticket as solved but actually it's not really solved anything, as this was never the issue.   There was never an issues with adding people as request participants in public/private channels… as they got the notification mentions in Slack anyway. You would just need to add them to the private channel if needed/able.   The issue is that the tickets no longer appear in the request participants Messages section of the Assist Bot UI.     Biggest issue this causes is if a private ticket is raised, it exists only in the requesters message tab with Assist… it’s not possible to collaborate and add request participants anymore as they don’t get any notifications in Slack.    In the past, any ticket you were added to as a request participant would show in the Assist Messages tab. It would say “hey you’ve been added as a participant to this ticket” and then the thread would show all the ticket comments… it was the best. Can u just please bring this back 😂   The Assist UI was nice as it clearly reflected the online portal of tickets you created and are a part of... now Slack only shows tickets you requested and not tickets that you are a part of.   I argue that NOBODY asked u to take this away, and everyone is asking you to bring this back. You have the code as it was a past feature, just return it and Assist will literally be top tier again 😭   Can we atleast reopen this issue and not mark it as closed... because you've started a new ticket which means we need to start voting all over again and that's mad. 

            Rajat Sharma added a comment - - edited

            Hi d6201261371e

            If that's the case and the requester thread exists in a channel, please raise a support ticket since this is a supported functionality now.

            Rajat Sharma added a comment - - edited Hi d6201261371e If that's the case and the requester thread exists in a channel, please raise a support ticket since this is a supported functionality now.

            Joseph added a comment -

            610275048b53 the users are already tagged as a request participant

            that's the point of the request "ability to include request participants on the slack thread in assist"

            the request participants on the ticket do not get to be included on the thread, tagged or not tagged in the thread

            Joseph added a comment - 610275048b53 the users are already tagged as a request participant that's the point of the request "ability to include request participants on the slack thread in assist" the request participants on the ticket do not get to be included on the thread, tagged or not tagged in the thread

            Rajat Sharma added a comment -

            Hi d6201261371e

            Since Jira has a special field for request participants, please add the user as the request participant on the ticket.
            Any user who is tagged in a comment is not considered as a request participant .

            Thanks

            Rajat Sharma added a comment - Hi d6201261371e Since Jira has a special field for request participants, please add the user as the request participant on the ticket. Any user who is tagged in a comment is not considered as a request participant . Thanks

            Joseph added a comment -

            610275048b53 you don't seem to understand the original issue.  the original issue states that the change affected notifications because there is no public channel.  the threads exist in a private channel and after the change, tagging participants does not notify them in slack.  Prior to the update that no one asked for, since the thread is in a private channel that the participant is not a part of, the assist bot would direct message the participant to let them know there was an update, which is where the DM part comes from.

             

            All that said, to say that a participant is notified in slack when tagged in the thread is resolved is incorrect, as we've tested this and it still does not work.  they do not get a slack notification in any way shape or form and only receive an email.  please do not try and create a different request to reset the time it's taking Atlassian to address this change that ruined the product that they acquired and continue to kneecap

            Joseph added a comment - 610275048b53 you don't seem to understand the original issue.  the original issue states that the change affected notifications because there is no public channel.  the threads exist in a private channel and after the change, tagging participants does not notify them in slack.  Prior to the update that no one asked for, since the thread is in a private channel that the participant is not a part of, the assist bot would direct message the participant to let them know there was an update, which is where the DM part comes from.   All that said, to say that a participant is notified in slack when tagged in the thread is resolved is incorrect, as we've tested this and it still does not work.  they do not get a slack notification in any way shape or form and only receive an email.  please do not try and create a different request to reset the time it's taking Atlassian to address this change that ruined the product that they acquired and continue to kneecap

            Pinned by Renata Dornelas

            Rajat Sharma added a comment - - edited

            Hi Team

            The intended solution was to notify the added request participants on the requester slack thread by mentioning them on the thread when the requester thread exists in a public/private channel.
            Feel free to raise a support ticket if you are facing issues with this flow

            For the scenario where the requester thread exists in a DM with the bot and there is no thread in a channel, we've created a ticket. (https://jira.atlassian.com/browse/JSDCLOUD-14414)

            Rajat Sharma added a comment - - edited Hi Team The intended solution was to notify the added request participants on the requester slack thread by mentioning them on the thread when the requester thread exists in a public/private channel. Feel free to raise a support ticket if you are facing issues with this flow For the scenario where the requester thread exists in a DM with the bot and there is no thread in a channel, we've created a ticket. ( https://jira.atlassian.com/browse/JSDCLOUD-14414 )

              poye philoye
              07f37d47f450 Renata Dornelas
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