Low Issue Summary
When issues are created via Assist and then changed to a request type, not in the channel, updates will still occur to the thread in Slack/Teams.
Steps to Reproduce
- Link one request type to a chat channel.
- Populated some comments and ensured the sync was working between Slack/Jira.
- Automation and a fire emoji were used to change the request type to one not configured in the channel.
- Added a comment via Jira and Assist synced the thread.
Expected Results
Assist would not update a thread in Slack/Teams when the issue is changed to a request type not configured in the project.
Actual Results
Updates will continue to be provided in Slack/Teams.
Workaround
If privacy is needed for a request, please use the settings to update requests privately.
From Set up Chat in Slack:
Update requests privately
If your team is handling sensitive or confidential questions, you may want to turn on private chat requests. When activated, all issue updates send via private direct message with the requester, rather than posting publicly in the request channel.
Any comments posted on the request channel thread won’t sync with the Jira issue.
To turn on private chat requests:
- From your service project sidebar, select Channels, then Chat, then Configure.
- Select Settings.
- Turn on the Private chat requests.
We have tickets synced to a help channel in Slack for users search ability. This way they can find solutions to common issues without need to open new tickets. Enabling the "update requests privately" setting defeats this function.
Sometimes our users will setup a ticket in our help channel with Assist and would like to disable to the sync to the channel if the issue becomes more sensitive in nature. Allowing an emoji response to disable this sync keeps this function alive for our users, while giving them option to limit visibility on their tickets if they wish.
We had implemented a solution to this by having an automation triggered by an emoji reaction to swap the Request type, if issue reporter or IT member applied the reaction, to one not linked to Assist's settings. Recently, this no longer severs that connection.