Halp tickets disconnected from Slack from time to time

[Jose Manuel Serrano]

Hi there beautiful people ^^
Let me share with you a weird case we're experiencing recently on our jira service management account.

I've recently changed the key for one of the Jira projects. This project is connected with Slack via Halp because it was a queue on Halp before being a project on Jira.

It caused some tickets to throw the following "error":

This request is no longer connected to Slack, so you can't interact with it here. For updates, go to the request.

Not all the tickets are throwing the error, only a few of them, I don't know why and also, I don't know if any other ticket is also affected by this issue. 

I've reviewed the Jira-Slack configuration, I've tried to find a way to reconnect or find any clue on the help center but there is nothing. Also I've checked the bi-sync between Slack and Halp/Jira is still working at least for messages.

I'd like to know:

• Is there a way to reconnect the ticket with Slack? 
  
  
• Do you know what this means related to the features? If a ticket is disconnected, what kind of features I must expect to fail, etc.

Taking advantage of the ticket, I'd like to ask you also if there is a way to know the slack channel link/reference on Jira and show it on the ticket UI. 
We want to know where the ticket has been created, this is something Halp has and I haven't seen it on Jira.

[Andrés Velasco · Accepted solution]

The same just happened today to me, do not know how to fix though I have reinstalled the Assist bot a few times and it does not work

[Andrés Velasco]

I fixed the issue through various tests with the assist setup in JIRA's side. Take into account that the Request Type of your issues en JIRA must match any of the ones in the "Chat" setup. If you change the Request Type and the one chosen is not in the list, then the issue disconnect itself from Slack. 

[Emel Doğrusöz]

Hello @Jose Manuel Serrano , 

Wondering how you solved your issue. Since Halp is not available anymore, if you're looking for an alternative, you may want to use Actioner's ticketing solution instead: 

https://actioner.com/solutions/help-desk

https://actioner.com/support-use-cases

https://actioner.com/app-directory/conversational-ticketing-with-zendesk-47

You can connect it to your ticketing tools like Jira Service Management or Zendesk, or use the standalone version. And run all your ticketing and service management actions from Slack. Let me know if you need any help. 

Thanks, 

Emel Dogrusoz 

Co-founder @ Actioner

[Alexis Heritage]

Hey! I encountered this problem yesterday. We house everything in Jira but we used the assist bot through HALP for submissions via slack. I added a new request type to Jira and I went ahead and added it to HALP to pickup up for submission. Now when I click on that new one to submit (old ones are not affected) i receive that but the ticket does submit through. So a user cannot talk and receive updates on the assist bot anymore. Did you ever find a solution to this?

[Jose Manuel Serrano]

I'm afraid I didn't find any solution.
I reported it to Jira and seems to be fixed because we're not getting the error as often as we did. 

It happened to us usually with old tickets, the ones migrated from Halp to Jira, and the new ones created on Jira work fine for us. 

Sorry, but I don't have any ideas or suggestions to help you :(

[Alexis Heritage]

All good. Since the ticket is still being submitted its not the worst thing in the world. Im in contact with HALP support now to see but I think due to the soon migration of HALP to JSM that this may be the cause of it and its because i did something new haha.