Unexpected problem when creating requests in the Virtual Agent with MS Teams for Jira Service Management Cloud

Summary

When trying to raise requests via the virtual service agent from an MS Teams integration, the Assist app bot returns the error:

There was an unexpected problem An unexpected problem occurred, please contact Assist support using our support form https://www.atlassian.com/software/halp/contact in order to continue.

Solution

Configure a default request type for the virtual service agent

When configuring the Virtual Service Agent, you must specify a Default request type. However, if that request type is deleted, the VSA will lose the value, causing the issue.

To configure a new Default request type:

1. In your service project, go to Project settings.

2. Under Channels & self-service, select Virtual service agent.

3. Click Basic settings.

4. Select a Default request type from the dropdown.

5. Save.

If the error persists, please contact Atlassian support.