Users unable to raise ticket through Slack integration

[Uria Levy]

Hi folks,

I've set Jira Cloud up with Slack It's set to raise an issue when a workflow URL is used. However, users who attempt to use it get the following error:

Where would I grant users access for this? I've been looking in the JSM project and in the Slack workflow, but I could not find anything there.

[Marc - Devoteam]

Hi @Uria Levy 

Welcome to the community.

I assume you have setup request types to be used in a Slack channel?

create-issues-in-slack 

This as I assume customers can raise issues via slack.

Direct URL to a WF can probably only be used by Agents (licensed JSM users).

[Uria Levy]

Hi @Marc - Devoteam , thank you for the information here. I noticed one thing here:

> Direct URL to a WF can probably only be used by Agents (licensed JSM users).

Is there a way to include this functionality to end users?

I am effectively third line support for my company, and I need to provide people all over the business the ability to raise these Jira issues to my department before it gets raised to the engineering department. Not all users are set as Agents, either.

[Marc - Devoteam]

HI @Uria Levy 

No this is not possible, then you need to setup the slack integration as mentioned in the article I shared (previous comment) 

Direct access into the system is only applicable to licensed users.

[Uria Levy]

Hi @Marc - Devoteam , 

Thanks for the clarification. Is there a way to grant all of my customers the ability to raise tickets via Slack, in any capacity? I'd like to be able to offer a seamless support experience for my users, most of whom would truly prefer to use Slack.

[Marc - Devoteam]

HI @Uria Levy 

Yes, create a public channel in Slack or private, but then you need to add all users to the channel

[Uria Levy]

Hi @Marc - Devoteam

That is exactly what I did; I created the workflow in a public channel and the users who tested it are in the channel, and they faced the error. Am I using the wrong tool for this?

[Marc - Devoteam]

Hi @Uria Levy 

You can't use a direct URL to the workflow.

Have you gone over the documentation I provided:

• create-issues-in-slack 
• set-up-chat 

And are the permission on the permission scheme used on the JSM project correct.

Can customers make request via the portal?

[Nikola Perisic]

Welcome @Uria Levy 

Look into the workflow conditions within your transitions in your project, if it has been limited to some users.