Assist Raise Request Feature is not using 2nd context for custom field

[Deanna Vazquez]

I created a second context for the Urgency custom field that is tailored for our team. That second context is only used on our project board and request form. Everything works fine when a user submits a form through the help portal. 

Some users have found that they are able to Raise a Request on the Slack Assist app home page. When they select our form to fill out via the Slack Assist app home page, the urgency field shows the FIRST original Urgency context so when users fill out this form, it does not submit and they receive this error message: Your request could not be created. Please check the fields have been correctly filled in. Please provide a value for requiring field "Urgency"

I am not sure how to get the second context to populate in the Slack Assist app request form how it does in the help portal.

Correct Context that should be shown:

Incorrect context populating in Slack request form: 

[Eugenio Onofre]

Hi @Deanna Vazquez

The issue you're encountering suggests a discrepancy between how the Jira Service Management (JSM) fields are integrated with Slack and how they're set up in Jira itself. 

You need to ensure that:

1. The second context of the 'Urgency' field is properly configured in Jira. It should be associated only with your project and issue types.
2. The field scheme associated with your project is correctly applying the second context of the 'Urgency' field.

In case both settings are correct, you may need to raise a Support Ticket at https://support.atlassian.com for further investigation.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,
Eugenio