Bring it back

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.

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. 

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. 

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.

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

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

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

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)

Not fixed either over here yet closed?.....

Does anyone at Atlassian care?  The lack of response and momentum on this is not a good sign...

poye We also just tested this and found it to not be fixed, just like 6a9fd8530303 

in our case, the user had already replied in the thread via email, tagging them in slack sent another email but did not send any sort of message/notification within slack 

poye I just tested and we are not seeing that those added as request participants are being notified in the thread or having the ticket show in their @assist bot application UI in Slack. 

The biggest issue is for private tickets that don't have a public Slack thread. In the past, it used to add them to the ticket and notify them in their Assist app that they've been added to the ticket and they could then see the thread... this is still not the case.  

Also just tested and asked the person who got the email to reply so it adds a comment, and even once comments they still didn't get any alerts in Slack.

So can we please either look into this or reopen this request cause it most certainly isn't resolved and it's really ruining JSM for us and lots of others. 

6a9fd8530303 1fdffda34ac3 The fix has been made, so request participants are invited/notified in the thread. Sorry for not sharing an explicit update beyond marking the ticket as Closed/Fixed.

What changes were made as this is closed? Or was this another wonderful Atlassian blunder where you just blew it off and are now closing it without doing anything about it.

poye Rajat Sharma - this is marked as fixed/closed. What was the outcome? 

@ricky What do you mean they got rid of Answers in Slack Assist App? 👀

Also, I just tested turning a message in a channel and a message in a DM into a ticket, and it worked for me still? 

Agree with what you're saying though, this app is close to being one of the best solutions out there for an internal helpdesk and they're going backwards with the changes they're making to it, so frustrating! 

We're weighing up moving to AtomicWork -> check it out! Not as advanced as Assist yet, but their ideas and direction are in the right place. More of a conversational AI approach, but functionality is getting good and they're working on full asset management (currently only with Intune but moving to CSV import soon).

Good luck getting ANY movement from them.  They move fast to remove things, but take 1/2 a year if not more per response.  They also got rid of answers in Slack Assist App and now you can't click the slack menu and turn someones dm message into a ticket anymore... just does nothing.   I really would love to know who's running things over there.  The PM, the devs, etc. lol

Can we please get an update for this... it's been almost 6 months.

I was really upset to learn that this has taken so many features away.  My reaction has been to go from disbelief, to understanding it as one difficulty, to learning/finding out that it's even worse than I originally understood.  

I recently received the following communication in a service ticket:

Request participants no longer receive updates via Assist automatically, as they receive updates from Jira Service Management by email out of the box. 

This is only somewhat true.  They also are unable to receive updates via Assist even if manually added.  It's not that it's not true, it's not complete, insomuch as Request Participants can no longer receive updates via Assist OF ANY KIND.  

If [your] request participants [would] like to receive request notifications via Slack, users can join or subscribe to the request's respective thread in the request or agent channel.  [The paragraph then went on to describe how to subscribe to notifications in Slack or to join/participate in a Slack thread.]

Editors Note: the first and second square brackets are to correct a typo; the full sentence at the end is to abbreviate but still describe the nature of the conversation.  

Sure, this is true, and also fully assumes that all requests originate in Slack channels in which there are other people, or are piped to Slack channels in which the resulting discussions are all public.  This is ... this is silly.  

I'm not upset at the support agent answering my question, I'm honestly just surprised that the agent has such a company-polished response, and that Atlassian is doing their best to dress this up as "oh there are alternatives" or "well, we took a little bit but there are still options."  

Bluntly, this is just feature-ripout.  I'm not clear on why they felt Assist needed its Slack scopes reigned in, I'm not clear on why this wasn't critical functionality in their eyes (it sure seems to be in ours!) ... this feels like it went from "Here's your car!" to "Car, with optional steering wheel" to "Yeah you don't need to steer cars (also, we took the wheel away just in case you disagree)." 

Summary: BRING BACK IN-SLACK ASSIST REQUEST PARTICIPANTS.  

PLEASE ADD THIS BACK!!!

@brian - great news!!!  Appreciate JSM/Assist listening to it's user's for vital feedback.  I would advise that before any future changes (especially feature removals), are even in the mixer, you should consult the users first instead of engineers that don't use the software each and every day (plus those MSPs/Partners that also support clients)

Hi all, we are exploring ways to reintroduce notifications for Request Participants in JSM Chat. This is still in the very early phase, but something we are digging into. 

We just installed this app to pull our helpdesk into Slack, and I could not believe that Request Participants weren't able to be notified! Major gap there. Given the justification messaging above, maybe make a setting where they're only pinged when @mentioned? 

It's not helpful to pull everything into Slack but then leave an approver (via request participant) doomed to a totally different commenting process. People can manage their notification preferences themselves from within Slack. 

I'll add that the context of this issue is only for approvers who are not a member of our Agent channel, though I do not want them to be part of that channel because they are not on our helpdesk team and should not have access to see all of the tickets that come in.

For end-users and agents, it's more difficult to communicate with additional participants via Slack. Please bring it back

I agree with all of the above.  Can't even believe this is something we are all talking about.... it should have remained.   It's like removing power windows from a luxury car.  No one asked for that!

Who on earth made this call to remove request participants from being able to follow a thread in Slack?! Such a fail. 

Honestly the latest updates to Assist have removed so many of the convenient features of Halp you're ruining what was already great! 

It was amazing being able to view tickets that you created directly in Slack on the home tab without needing to go to the portal, it was amazing being able to see as an agent a view of tickets assigned to you. It was amazing being able to tag someone in a ticket as a request participant and it opening the ticket in their DMs with Assist bot and keeping them up to date in the conversation. 

Honestly, this is defeating the purpose of what Halp/Assist was meant to do.

Please re-add the ability for followers to see all updates on Assist Slack tickets. Most users do not want to have to go to a web page to see a ticket if they are only added as a follower. 

how does Atlassian expect participants expected to comment on the request thread in slack if they're not able to see or get notified of the request thread being created?