Why does Virtual Service Agent appear on portals when not activated !?

[Matt Smith]

Good Day Atlassian,

Once again you spring another irritation on us admins !

Why on earth does the Virtual Service Agent box appear on the portals by default even when we have not made it active.

Our many customers are now asking what on earth this is......Something we do not want at this point in time and also noise generated unnecessarily for us to deal with.

Surely this should only appear in Portals when the service is activated.  
Why has Atlassian assumed that everyone wants this service..........

KR,

Matt

[Josh]

@Matt Smith I also noticed that VSA is shown in our JSM portal when an org admin navigates to it. However, using a test customer account I was able to confirm that the customer did not see the option.

Did you happen to submit an Atlassian Support ticket for this? I'd be interested to hear what they say as advertising VSAs when not enabled should certainly be considered a bug.

[Matt Smith]

Not yet but will be doing so !

[Matt Smith]

Aaargh they must have the Virtual Agent running on Atlassian SD - Cannot raise a ticket as it says it is a "Known Issue"

Gives advice and then mentions the known issues but does not give you the ticket ref.

Searching the bugs pages - no search facility available !! - Write your own JQL !!!


Having done so there is a CLOSED ticket with no answer on how to remove the Virtual Service Agent search bar from your Portal (Help Centre) customer view.

https://jira.atlassian.com/browse/JSDCLOUD-15394

This is ridiculous - Any suggestions Atlassian !?

[Dean Stearn]

Hi @Matt Smith 

I noticed that this appeared over the last week and checked with some of our customers if it appeared for them also.

For us it is not appearing, and doubled checked that the setting 'Virtual service agent' was not toggled on, this can be seen if you click on the Virtual Service Agent link on the portal.

Would be interested to know if this is OFF on yours but your customers are still seeing it. ?

Thanks

Dean

[Matt Smith]

It is inactive for all customers - checked !!

Only found out from a customer screen shot of their portal asking what it was !

[Dean Stearn]

That is strange, as I understand only Admins can see it if that switch is off. Definitely something for Atlassian to investigate. We'll keep a close eye on our set-up for that behaviour.

[Matt Smith]

As if by magic it now seems that agents and Admins can see it but customers cannot !

Blip.......