Fix the HTTP 400 Service accounts are not supported error when connecting Bot Account for Rovo

Summary

When attempting to connect a bot account for Rovo (e.g., for Slack or other third-party integrations), users may encounter an HTTP 400 error or a message stating "Error validating email - (Note: Service accounts are not supported)", even though the account is not a Service Account.

Diagnosis

During the Rovo integration onboarding flow, the process fails with an HTTP 400 status code. This error can be misleading, as it may suggest the account type is unsupported, even if the account is a standard managed Atlassian account.

Cause

The Rovo integration requires the connecting account to have active product access to the site it is intended to index or interact with. If the account has been added to the organization but has not been granted a license or access to products like Jira or Confluence on the specific site, the validation check will fail.

Solution

To resolve this issue, ensure the bot account has the necessary permissions and product access:

1. Verify Account Type: Confirm that the account is a managed Atlassian account.

2. Grant Product Access:

   • Log in to the Atlassian Administration hub for your site.

   • Navigate to the Users list and locate the bot account.

   • Ensure the account is assigned a seat/license for the products Rovo needs to access (e.g., Jira or Confluence) in the site.

3. Restart Onboarding: Once product access is confirmed, attempt the Rovo integration setup again.

Additional Information

• Service Accounts: While the error message may mention service accounts, the most common cause for this specific 400 error is simply a lack of product access for a standard managed account.

• Permissions: The account should have at least "User" level access to the products it needs to search.