Unable to complete JSM Cloud chat setup on MS Teams or Slack
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
When trying to complete the JSM chat setup on MS Teams or Slack, you are unable to continue with the channel configuration, or the message "Something went wrong. Please try again later" is displayed.
Diagnosis
Scenario 1
Confirm the installation of "Atlassian Assist"
Log in to your Atlassian application as a user with administrative privileges.
Go to Settings in the top-right corner > Select Marketplace apps.
If the drop-down defaults to User-installed, check Action required.
Click the Update button next to “Atlassian Assist”. This will show the error message as below in the user-installed apps section: “The app 'halp.com' could not be installed as a local app as it has previously been installed from Atlassian Marketplace.”
Scenario 2
Verify “atlassian-addons-admin" group Permissions
Log in to your Atlassian application as a user with administrative privileges.
Go to Settings in the top-right corner > System
Navigate to Global Permission settings and verify if atlassian-addons-admins groups is granted “Browse Users and Groups” permission
Cause
Scenario | First check | Existing resolution path |
"Atlassian Assist" shows up in the user-installed apps section instead of System apps. | Manage apps > User-installed | Wait for the migration state. If needed, remove Assist from the channels, disconnect the space, then reconnect using the documented steps. |
Without the proper permission to browse users, Assist is unable to validate the user credentials to perform the setup. | Browse Users and Groups global permission | Grant "Browse users and groups" to atlassian-addons-admins. |
Solution
Scenario 1
Please use the following steps to recover from this situation:
This may be a temporary issue following the migration. After some time, please recheck, and the app should appear under System Apps.
If this happens on a working setup, remove Assist from any existing Triage & Request Channels using
/remove @Assist.From your service space, select Space settings > Channels & self service > Chat > Select the three meatballs (⋯) next to the workspace > “Disconnect this space”, and try to connect again.
Re-add Assist using
/add @Assistto the channels and reconnect the workspace as outlined in the documents below:If the same or another workspace has been connected repeatedly, stop retrying immediately. Instead, wait a while, log out of your Atlassian account, and retry from an incognito browser window.
If the issue persists, we may need to reinstall Assist on the site, which refreshes the permissions. Please contact Atlassian support to perform this for you.
Scenario 2
Grant atlassian-addons-admins group “Browse Users and Groups” permissions on Global Permission settings.
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