Automatic work item creation not raising requests in JSM Chat

Summary

Understand and fix the issue where JSM Chat does not automatically raise a request even if "Automatic work item creation" is enabled for that Slack channel.

Solution

When the Assist app is unable to automatically raise the request, it will show a button, Raise a request, so the user who sent the message can fulfill whatever requirement is missing before the request is submitted.

Multiple request types are configured in the channel

If the channel has more than one request type connected, the user must select which request type should be used for their request before Assist can submit the request to the Jira project.

To check for this, go to Project Settings > Channels > Chat and click to expand the affected channel. Under Connect request types, you'll see more than one request type connected.

Keep only one request type connected to the channel so the request can be raised automatically whenever a message is posted on the channel.

The request type has required fields

If the request type connected to the channel has a field other than the Summary marked as required, the user will be required to interact with the Assist app to fill out the request form before they can submit the request.

To check for this, access the request type associated with the channel by going to Project Settings > Request types and ensure that no fields other than the Summary are marked as required in the request form.