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  1. Jira Service Management Cloud
  2. JSDCLOUD-14401

External users in shared-channels without email sharing permissions are unable to create Assist/JSM Chat tickets where the reporter will match with their existing Jira user

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • JSM Chat
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    • 5

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      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.

              Unassigned Unassigned
              c1ef07cf3875 Steph Conard (Inactive)
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                Created:
                Updated: