Users unable to create tickets through Slack/Teams integrations in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Customers encounter an error when attempting to raise requests via Teams or Slack using the Chat integration. The causes may vary, and this documentation provides common ones.
Solution
Customer Role Required
When using the Chat feature in service projects to integrate JSM and Slack, users occasionally receive an error stating, 'You can't raise a request on behalf of this user because they need the customer role on your site managed by your organization admins.' This means the user who would make the request as the reporter does not have the customer role on your site.
Add the customer role to the user or group
When it comes to product access, it's possible to add a single user or a group to the desired product or role.
Centralized user management | Original user management |
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To give one user access to a product: 1. Go to admin.atlassian.com. Select your organization if you have more than one. 2. Select Directory > Users. 3. Select a user. 4. Select Grant access to view a list of products the user doesn’t have access to. 5. From the Product Roles dropdown for Jira Service Management, select the Customer role. 7. Select Grant access. | To give one user product access: 1. Under the product name, determine the group where you want to add the user. If you aren’t sure, select the group with the Default access group lozenge. In this case, the group is jira-servicemanagement-customers-<yourdomain>. 2. Select Show group’s details from the dropdown for the group where you want to add the users. 3. Click Add members, search and select the people you want to add and click Add. |
To give users in a group access to a product: 1. Go to admin.atlassian.com. Select your organization if you have more than one. 2. Select Products from the header. 3. For the product you want users to access, select Manage Product. 4.From the product details page, select Add Groups at the top of the page. Search and select the group you want to add, choose a product role, then select Add. This will grant product access to all the users within that group. | To give users in a group product access: 1. If your group doesn’t exist yet, create a group. 2. Under the product name, click Add group, search and select the group you want to add, and click Add. |
Character limit
A user attempts to create a request, but it fails with the following error:
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Something went wrong. We were unable to create a ticket. We've notified the agents for this channel.
Share this error ID with support: a03333bf33f33333bba33d33c33c3333To identify the correct root cause, you may need to contact Atlassian Support via support.atlassian.com, but before that, you can try confirming if the user is not exceeding the character limit of the text fields. In Jira Cloud, some fields have a 255-character limit:
Text field (read-only)
A read-only text label. Only possible to create values programmatically. Maximum of 255 characters.
User Property Field (<255 characters)
Choose multiple users from the user base via a pop-up picker window.
Short text (plain text only)
A single line of plain text for short lengths of text (up to 255 characters).
For Paragraph fields (like the Description and Comment), the limit is 32767 characters.
Select list custom field having more than 100 options
Similar to the above, when a user tries to create a request, the error "Something went wrong" appears with no further details about the cause.
A possible issue might be a select list custom field having more than 100 options.
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A select element may contain up to 100 selections, provided as an array of hashes in the form element's options field, (or an option_groups array).Request type field configuration changes
This error occurs when a Project Admin makes changes in the Request Type, for example, making a field 'Required'.
Once a change is made, it may take a few seconds to reflect in Slack. In case the user creates a ticket using emojis at the same time, it will fail since the change might not have been reflected yet.
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