Problem Definition

On Assist new-infra in shared channels, if a user does not have Slack permissions to share their email address externally and they attempt to create a ticket or have a ticket created on their behalf, we will create the ticket with Assist as the default requester.

Tickets created this way are therefore not mapped to individual user/organization, even if those are configured in JSM. As a result, you can’t view all requests submitted under that user or that organization and SLA rules based on organization’s contracted service level are not tracked/alerted on SLA violations.

Suggested Solution

Find a way to match external user data with their Jira-connected email address without needing to store the Slack user token.

Workaround

Ask external users to turn on shared-channel email sharing. At this time there are no other workarounds.