JSM service desk team member error when creating a ticket from slack

[Aleza84]

Working on JSM, free tier.

I have 3 people as service desk Team. (checked on then people and access tab), when doing some tests.

2 users work just fine, even can submit tickets if needed.

the third, we he tries to submit a ticket via Slack using Atlassian assit bot, he gets this error.

You can't raise a request on behalf of this user because they need the customer role on your site managed by your organization admins.

The other 2 do not and the funny thing, is that after getting that error, I see the permisions and people tab he now has two roles (Service desk admin and service desk costumer), I tried disabling the costumer one, leaving him as SD team, but same thing happens.

Any hints?

[Tomislav Tobijas]

Hi @Aleza84 ,

Based on this

the third, we he tries to submit a ticket via Slack using Atlassian assit bot, he gets this error.

You can't raise a request on behalf of this user because they need the customer role on your site managed by your organization admins.

It would seem that this agent tries to create a request on behalf of someone who is not a service desk customer 👀

So, not on their own behalf, but on behalf of another user who doesn't have access to this specific project/portal.
Have other agents tried to create new requests on behalf of the same user?

If I understood it correctly, you're trying to give the agent a Service Desk Customer project role, while you would need to do the same for the user for whom they are trying to raise a request.
You can read more about adding customers to a service project here.

Also, I'm guessing that the request channel is configured so that tickets are created manually and not automatically? This is if you would navigate to Project settings > Channels & self service > Chat

Cheers,
Tobi