JIRA Cloud in Teams does not include "view link" and shows Cloud as an "Unknown User"

[Cheyenne Samano]

Hello! My company just switched to a new JIRA instance and I am in the process of getting everything set back up. I am trying to set up my JIRA Cloud to push JIRA notifications to teams. While the notifications are being pushed... There is no link to the issue and JIRA Cloud is showing up as "Unknown". Not that concerned about the "Unknown" status, but I thought that information might help with troubleshooting! The notification not including the link is not ideal. Thanks!

[Cheyenne Samano · Accepted solution]

Thank you all for trying to help. I actually found a super easy fix that I wanted to share with everyone just incase they also run into this. 

If you have JIRA Cloud set up on a Teams Channel and you want notifications... simply just @ JIRA Cloud and type in "Notifications" in the chat. It will then prompt you on your notification settings. The icon then turned blue and was no longer a "unknown user". Super easy, but I could not find anything about it online!!! I hope this helps someone in the future.

[Tomislav Tobijas]

Hi @Cheyenne Samano ,

Can you maybe share if we're talking about default (agent) notifications or something else?

If you could share a screenshot, that would be great as well. Please note that this is a public forum, so don't share any confidential info.

If you're unable to share more details here, I'd recommend reaching out to Atlassian Support and giving them instance access, as they'll be able to troubleshoot this further and will be able to see what's going on in the background.

Cheers,
Tobi 

[Cheyenne Samano]

Hi Tobi,

Yes, I think I am just using the default JIRA Cloud agent. Attached is a screenshot of the Cloud bot we had set up for our old JIRA, vs the new JIRAs bot I am trying to set up.

Thank you,

Cheyenne

[Tomislav Tobijas]

Hi @Cheyenne Samano ,

Are you sure you're using official app currently? This looks like some kind of custom webhook or maybe an automation that creates a notification in Teams 👀

I've just checked the notification which is sent by the mentioned app and it looks like the first screenshot you shared. 

[Cheyenne Samano]

Hello! Yes, I am using the standard Teams Cloud app. I fed the Teams webhook to JIRA. First image is of the webhook URL in Team, second image of the settings and applied URL in JIRAs Webhook.

[tanya]

Hello!

Yeah, it seems that before your company switched to the new Jira instance, you were using the Jira Cloud  bot for Teams notifications:

However, after switching to the new Jira, the notifications are now being sent via the Jira Cloud connector. This setup can result in broken notifications. As far as I know, Microsoft has taken some steps forward to retire Microsoft Teams connectors.

Hope this helps!

[Tomislav Tobijas]

@Cheyenne Samano right. Thanks for providing additional details.

Yeah, this is some kind of different connection/integration that uses webhooks instead of the mentioned official app. I would probably need some time to explore those webhooks you're using.

As @tanya mentioned, this Jira bot is actually the app you were using previously and this is a bit different. So, I'd suggest checking if it's possible to install this app on your instance and configuring everything once that's done. This should give you the same experience as you had before.

As for deprecation of connectors (which you're currently using), I'm not aware of that but I wouldn't be surprised if that's the direction they've decided to proceed.