Teams Convert Message to Ticket - Intermittent

[Gethyn Jones]

I have Assist and Jira added as apps to my Teams and they seem to work fine.   The only issue I have is how random it is when I can crate a Ticket from a Message.

On Private chats I may have a few Third Parties message me, and I need to convert their message to a Task in JSM, so i right click it then choose create ticket with Assist or Create Issue in Jira.

This works for maybe 5% of the messages?

Its not an user thing either, as it works for some users and some messages with some users.

Any ideas what could be causing this?

Thanks

[Tomislav Tobijas]

Hi @Gethyn Jones ,

When trying to convert those messages and for those that are unsuccessful, do you receive any kind of information within Slack (or maybe JSM)?

There might be a few relevant tickets you might want to take a look at:

• JSDCLOUD-14401: External users in shared-channels without email sharing permissions are unable to create Assist/JSM Chat tickets where the reporter will match with their existing Jira user 
• JSDCLOUD-16464: Unable to create JSM Chat/Atlassian Assist ticket in an external Shared Slack channel 
• JSDCLOUD-15197: Customers raising tickets on behalf of others with JSM Chat for MS Teams 

I would say 16464 seems like the best fit in your scenario, so you could try with the following workaround to see if that will help in any way:

In some cases, this issue only occurs when there's multiple request types associated with the Request channel, associating a single request type may allow the ticket creation.

I'm guessing you've also checked all permissions for users for whom you're creating tickets?

Apparently, on all of these reports, no one has found a pattern that you could follow to definitelly replicate the behavior. 👀

In any case, I hope this can help a bit.

Cheers,
Tobi

[Gethyn Jones]

Hi, 

Thanks for the reply, but this is in relation to MS Teams not Slack - but there is no error message either.  See attached images of what I mean? Some messages I can raise a ticket from, others I cant. 

Left, there is no Issue or Ticket option, but on the Right there is.

Both users are in the same organisation, they both are private chat messages to myself in my MS Teams. 

Really bonkers.

[Tomislav Tobijas]

Interesting @Gethyn Jones ...

I've just tested this a bit and it seems I have the option to create items/tickets in private chats with my colleagues, but if I'm talking to external users, then I don't have this option. 👀 But if you're saying that these two are from the same org, then I don't see the reason why it would work in one case and not in another.

I would say that this probably requires some assistance from JSM/Assist team, so it would probably be best to reach out to Atlassian Support.
*if you're on Free plan, you could upgrade to a paid one (just start a trial) and raise a ticket. Once you resolve this with the support team, you could switch back to Free plan

[Gethyn Jones]

Yes it works for for External Users also on my account, but only to some messages 

Ill log a ticket thanks