[JSM Chat/Assist] Transitioning a JSM work item to an approval status occasionally does not trigger the transmission of the Approval message to Slack

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    • Type: Bug
    • Resolution: Fixed
    • Priority: High
    • Component/s: JSM Chat
    • None
    • 2
    • Severity 3 - Minor
    • Warranty

      Issue Summary

      While having the JSM Chat - Slack integration, requests that include an approval step within their workflow. Should trigger the Approval message to Slack. However, there are instances where the approval message is not transmitted as expected.

      Steps to Reproduce

      1. Connect JSM Chat to Slack
      2. Configure a request type that contains an approval step and add it to the Project Settings > Channels & Self service > Chat > Triage channel.
      3. Under the Chat settings tab, enable the "Approvals in chat" toggle.
      4. Go to a work item added in the triage channel and transition it to an approval step via the Jira UI.

      Expected Results

      The approver is consistently notified in Chat to approve the request.

      Actual Results

      The Slack approval message might not always go out in some cases.

      Workaround

      Enable customer notifications > Approval required to ensure Approvers are notified via email.

            Assignee:
            Unassigned
            Reporter:
            Rogelio Martinez Chavez
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              Created:
              Updated:
              Resolved: