Error on request channel: A request has already been created for this message.
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
Adding a ticket emoji to the Slack Conversation displays a warning, "A request has already been created for this message."
Environment
JSM cloud
Cause
This is expected to occur if both Chat and Virtual Service Agent use the same Request Channel. When the Virtual Service Agent is enabled in a Slack channel, attempting to use emoji to create tickets will display a warning, "A request has already been created for this message." With Virtual Service Agent enabled, emoji-based ticket creation is not possible.
Solution
- Separate Request Channels: Create distinct request channels for virtual agent and chat to avoid conflicts.
- Disable Virtual Service Agent: If you intend to use the same request channel and prefer to use emoji-based ticket creation, disable the 'Virtual Service Agent' under the request channel settings.
Note: You need to be a project admin to set up or change your virtual service agent Slack channels. Make sure customers in your Slack request channels have access to your Jira Service Management project so that the virtual service agent can respond to them.
To improve the message displayed when reacting with an emoji, we've submitted a Bug report and Feature Request to our development team. You can track the progress here:
- JSDCLOUD-14174-When Virtual Agent is enabled, Clicking on Ticket Emoji Shows Incorrect Message
- JSDCLOUD-14175-Ticket Emoji is getting added all the Slack Conversations when using Virtual Service Agent
Further reading -
- Emoji shortcuts in Slack just got a lot more powerful
- Set up emoji shortcuts
- Atlassian Assist not auto-generating tickets when adding :ticket: emoji to Slack messages
- You can add additional emojis for ticket actions, but cannot update the default emojis, which limits customization for teams using them for different functions.