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  1. Jira Service Management Cloud
  2. JSDCLOUD-16239

Replying on a resolved conversation thread results in manually raising the request when Virtual agent message says that the Virtual service agent would raise a request.

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      Issue Summary

      When customers confirms issue resolution in Virtual Service Agent flow and when they again seek for help, they are presented with the message "Hmm, this conversation was resolved but it looks like you might still need some help. I’ll raise a request for you now."

      Steps to Reproduce

      1. Start a conversation 
      2. Follow the flow where the Virtual Service agent resolves the issue and sends a survey to rate the conversation.
      3. Reply to the Virtual Service Agent that you still need help.

      Expected Results

      Possibility to customise this message or enabling the Virtual service agent to Raise a request by it's own.

      Actual Results

      The following message will be shown to the user.

      Hmm, this conversation was resolved but it looks like you might still need some help. I’ll raise a request for you now.

      Workaround

      There are no workarounds to configure this message. 

      To raise a request, user has to raise it themselves by clicking on Raise a Request button.

        1. Screenshot 2025-03-19 at 4.39.04 PM.png
          Screenshot 2025-03-19 at 4.39.04 PM.png
          208 kB

            [JSDCLOUD-16239] Replying on a resolved conversation thread results in manually raising the request when Virtual agent message says that the Virtual service agent would raise a request.

            Jessica Nguyen made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Needs Triage [ 10030 ] New: Closed [ 6 ]
            SET Analytics Bot made changes -
            Support reference count New: 1
            Samriddhi Saumya made changes -
            Attachment New: Screenshot 2025-03-19 at 4.39.04 PM.png [ 489260 ]
            Samriddhi Saumya made changes -
            Summary Original: Replying on a resolved conversation thread has the result of manually raising the request when the message says that the Virtual service agent would raise a request. New: Replying on a resolved conversation thread results in manually raising the request when Virtual agent message says that the Virtual service agent would raise a request.
            Samriddhi Saumya made changes -
            Labels New: jsm-s17
            Samriddhi Saumya created issue -

              Unassigned Unassigned
              615ff5e1b75f Samriddhi Saumya
              Affected customers:
              0 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: