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  1. Jira Service Management Cloud
  2. JSDCLOUD-15394

Disabling a Virtual Agent on a project does not remove the option to Chat with that team's Virtual Service Agent in the Help Center

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      Issue Summary

      When the Virtual Agent is disabled by setting all intents to Test and by disabling Atlassian Intelligence answers, the option to 'Chat with a team's Virtual Service Agent' still exists in the Help Center view. 

      Steps to Reproduce

      1. Enable the Virtual Agent on a project. 
      2. Disable the Virtual Agent with the steps from Turn off the Virtual Service Agent in your project
      3. Navigate to the Help Center.
      4. The option to 'Chat with a teams Virtual Service Agent' is still displayed. 
      5. Clicking on this option, will redirect you to the Portal instead. 

      Expected Results

      The option to Chat with a team's Virtual Agent is removed for the project where the Virtual Agent is disabled.

      Actual Results

      The project will still be displayed to Chat with that project's Specific Virtual Agent. 

      Clicking on that option will just redirect the user to the portal for that project.

      Workaround

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

        1. Screenshot 2024-11-21 at 11.59.37 AM.png
          Screenshot 2024-11-21 at 11.59.37 AM.png
          72 kB

            [JSDCLOUD-15394] Disabling a Virtual Agent on a project does not remove the option to Chat with that team's Virtual Service Agent in the Help Center

            Peter Daniledes added a comment -

            Confirmed - thank you!

            Peter Daniledes added a comment - Confirmed - thank you!

            jwen added a comment -

            Hi clevine f99dc54f1bb7 

            We've fixed the bug, could you help verify if everything looks good now? Thanks!

            jwen added a comment - Hi clevine f99dc54f1bb7   We've fixed the bug, could you help verify if everything looks good now? Thanks!

            Peter Daniledes added a comment -

            d8755a29083f please read the description more closely - this is not about disabling the virtual service agent on the Help Center

            Peter Daniledes added a comment - d8755a29083f please read the description more closely - this is not about disabling the virtual service agent on the Help Center

            jwen added a comment -

            Hi clevine,

            Please refer to this page for instructions on how to disable virtual service agent on HelpCenter

            https://support.atlassian.com/jira-service-management-cloud/docs/use-the-virtual-agent-in-your-help-center/

             

            jwen added a comment - Hi clevine , Please refer to this page for instructions on how to disable virtual service agent on HelpCenter https://support.atlassian.com/jira-service-management-cloud/docs/use-the-virtual-agent-in-your-help-center/  

              vvlasov VVV☁
              clevine Chris Levine
              Affected customers:
              1 This affects my team
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: