Request types not available in JSM Chat integration for Jira Service Management Cloud

Summary

After connecting JSM Chat to MS Teams or Slack, some Request types are not available to be selected for the integration.

Cause

This behavior occurs when the affected Request type has restrictions on Who can raise requests tab.

To validate this setting see the steps below:

1. Access the project

2. Go to Project settings > Request types

3. Find the affected Request type and click on Restrictions (the “Lock” icon)

4. Check the Who can raise requests tab

Solution

Remove any restrictions from the affect Request type, so that any customer from the project can raise requests.

If the restrictions cannot be removed, it’s recommended that a different Request type be used for the JSM Chat integration.