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Jira Service Desk Cloud for Slack - Early Access Program - "On Behalf of" doesnt work

lukasz.bobek
lukasz.bobek March 9, 2020

When we use the plugin "Jira Service Desk Cloud for Slack - Early Access Program"
and reply to slack message- the ticket is created but not on behalf of the requester in slack (message sender).
In Jira Service Desk Cloud the field mapped should be the "Reporter".
Currently when one of the service desk agents creates a ticket- he is the "Reporter" in the ticket and thats a bug.
We have tested that functionality extensively in our sandbox slack recently and it worked as expected. 

Any idea why it is not working for us now?

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Marina Perez
Maru
Contributor
August 6, 2020

Excuse me, who can raise a ticket in Slack? only jira admin or any users can do it?

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Mykhailo Vlasov
Mykhailo Vlasov
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 13, 2020

Hello Lukasz!

We rolled out the fix for this issue. Service desk agents can now raise tickets on behalf of other users, regular users are able to raise tickets only on behalf of themselves only.

Let us know if you have any other questions.

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Ryan Crumley
Ryan Crumley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 9, 2020

Thanks for the feedback Lukasz. This appears to be a regression. I will get back to you with a fix or a ticket you can follow. 

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