"Migrated from Halp" request type surfacing in Assist App Home (Slack) despite not being mapped to a channel

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    • Type: Bug
    • Resolution: Unresolved
    • Priority: Low
    • Component/s: Channel - Chat
    • None
    • 1
    • Severity 3 - Minor

      Issue Summary

      Previous Halp users that migrated their Halp queues to JSM projects via Halp's migration wizard will have a "Migrated from Halp" request type within their migrated projects. This project is defaulted to be hidden from the portal and is otherwise not intended for general use with Assist/Chat as it is migration-specific.

      However, internal and external reports show that the request type is available within the Assist App Home in Slack when clicking the Raise Request button and attempting to create a ticket in any migrated project. 

      Steps to Reproduce

      1. In Slack, go to Assist App Home and click Raise Request
      2. Select a site, then a project that was previously migrated from Halp to JSM
      3. Any mapped request types will appear as will the "Migrated from Halp" request type

      Expected Results

      The Assist App Home's submission method should only surface request types that have been explicitly mapped to an agent/request channel.

      Actual Results

      Other request types behave correctly in that if they are not mapped, they do not surface but the "Migrated from Halp" request type appears despite not being mapped to a channel. 

      Workaround

      1. In your JSM project settings, go to the Chat tab
      2. Click into your agent channel, and add the "Migrated from Halp" request type as one of the request types mapped to this channel
      3. Save your changes
      4. Click into it once more then remove the request type (you will need to have at least one request type mapped so replace it with another in order to proceed)
      5. Save changes once more, then test creation within App Home to see if this request type is still visible

              Assignee:
              Unassigned
              Reporter:
              rach armstrong (Inactive)
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                Created:
                Updated: