Tickets created from the Assist app home, slash command, and portal don't follow chosen Chat settings

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    • Type: Suggestion
    • Resolution: Unresolved
    • Component/s: Channel - Chat
    • None
    • 4

      Issue Summary

      On the JSM Chat settings page, you can toggle settings for "Send message when request is raised."  This setting does not apply to tickets raised in places other than the request channel and the documentation/information on the settings page is not clear about which tickets are applicable and which aren't.  

      Steps to Reproduce

      1. In JSM chat settings, toggle "Send message when request is raised" to OFF
      2. Create a ticket via customer portal in a project connected to Chat.
      3. Assist will send a DM to the requester in Slack stating the ticket has been created. 

      Expected Results

      We should expect to see no message from Assist in the ticket in app home 

      Actual Results

      Assist still sends the message "Hi @requester, your request was raised. Go to @Assist to learn more."  

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

              Assignee:
              Unassigned
              Reporter:
              Steph Conard (Inactive)
              Votes:
              4 Vote for this issue
              Watchers:
              5 Start watching this issue

                Created:
                Updated: