"A request has already been created for this message."
I have the support app connected to our slack instance in my organization. Two channels exist with the app, a user facing public channel and an agent facing private channel.
I first opened a ticket for someone on their behalf by interacting with the ticket emoji. Now every time my users open a request by clicking on the ticket emoji, regardless of who they are, they are immediately prompted with the message "A request has already been created for this message.".
I did some searching and found this Atlassian help article: https://support.atlassian.com/jira/kb/error-on-request-channel-a-request-has-already-been-created-for-this-message/
Unfortunately, this does not resolve my problem as I dont have a virtual service agent configured for this project. In fact we don't even have the JSM tier to enable it. Changing the request channel settings from automatic to manual does not affect the outcome either. As far as I can tell, the agent and request channels were properly set up. See below-
Is there any way to resolve and restore ticket creation for users by interacting with the the ticket emoji?
Thanks in advance!
