Issue created using Assist on Teams is created in Halp but not Jira Service Management if a custom field value exceeds 255 characters
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Problem
You have a JSM service project connected to Microsoft Teams using the JSM Chat functionality, so users are able to raise tickets in your service project from Teams via Atlassian Assist.
However, as an agent, when trying to raise a request in Teams using the Atlassian Assist bot from a Teams conversation, if a custom field on the request form contains a value with more than 255 characters, the ticket fails to get created in JSM, but the creation gets through in Halp. Clicking the link within the Assist triage channel redirects to Halp instead of JSM
Cause
Currently, raising a request via Atlassian Assist from Teams/Slack will create the ticket on both Halp and JSM – as Halp is still living in the backend of JSM Chat. If a value of more than 255 characters is entered into a request form, as text fields in Jira do not support more than 255 characters, the ticket creation will fail in Jira Service Management, but as the limitation does not exist in Halp, the ticket creation still went through to Halp.
Due to the lack of a ticket created in Jira, the Halp ticket does not have a JSM issue key linked, so any changes made on the ticket directly will not sync to JSM at all.
Note that once Halp reaches the end of life and is merged into Jira Service Management, this behaviour will no longer occur.
Workaround
For any existing tickets that got created in Halp but failed to be created in JSM, there isn’t a way to force a re-sync them to be created in Jira Service Management. So in this case, the best method would be to recreate the ticket, making sure there are less than 255 characters in the value entered into the fields on the request form, so the ticket will be correctly created in your service project.