Projects and Request Types Not Visible in Assist App Home

Summary

When Customers use Assist Bot in Slack and choose 'Raise a Request' option, some Projects and Request Types are not visible. Additionally, if only one Project is linked to Assist, Ticket Creation may not work through Assist App Home.

Environment

JSM cloud

Diagnosis

1. Trigger the Assist Bot (either by clicking on 'Raise a Request', or by using the /assist command)

2. View the dropdown with available Projects and Request Types.

Solution

The issue may occur if the "Hide project during issue creation" option is enabled under Project Settings → Channels & Self Service → Chat → Settings. When enabled, this option hides the project when users attempt to create a ticket outside of a Request Channel. To resolve this, follow the path above and disable the "Hide project during issue creation" option under the Settings section.

Further reading:

• Associate a request type with a request channel

• Request types

• Supported field types