ChatOps app can't find projects to create incidents from Slack channels in JSM Cloud


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

The Jira Service Management ChatOps app for Slack streamlines workflows by providing notifications for relevant alerts and enabling users to manage on-call responsibilities directly in Slack. Users can interact via Slack buttons or the /jsmops command. Once linked, the app can be integrated into any channel, including private channels and direct messages, keeping teams updated on important alerts.

A key feature of this integration is the capability to create dedicated chat channels in Slack focused on incident collaboration. See more details in Create chat channel and video conference for an incident

However, users may encounter an issue when attempting to create an incident using the /jsmops create incident command. Specifically, even after selecting the connected Jira Service Management instance, you may not see any Service projects displayed, which could hinder the incident creation process.

Cause

The Slack integration is designed to only display Jira Service Management (JSM) projects that are associated with the “[System] Incident” issue type in their issue type scheme. As a result, only those specific projects tied to this issue type will be visible within the integration.

Solution

To address the issue, it's necessary to add the "[System] Incident" issue type into the service project's issue type scheme. Here’s how you can do that:

  1. Navigate to your Service project and select Project Settings.
  2. Click on Request Management, then choose Issue types.
  3. On the right side, find Actions and select Edit issue types.
  4. In the Available Issue Types column, simply drag and drop the "[System] Incident" issue type into the Issue Types for Current Scheme column.
  5. Click on Save to save your changes. 
Last modified on Jan 10, 2025

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.