Show request types from all connected projects as an available option when creating a JSM Chat Request outside a Request Channel
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
After setting up chat, you have the ability on Slack to be able to create tickets outside a request channel dedicated to a particular queue. E.g: Slack Shortcut via the '+' button or using the '🎫' emoji on a private Slack message. By default, when a user creates a ticket outside a request channel dedicated to a particular queue (Which includes using the shortcut via the '+' button), only request types set for the Default queue will be shown as the options when trying to create the new ticket on Slack – meaning users are presented with only request types from the 'default' queue when trying to create a JSM Chat ticket via either Slack's shortcut or the adding a '🎫' emoji on a private 1-1 message.
Example
A user has configured multiple JSM projects to be connected with JSM Chat.
However, trying to create a ticket outside a dedicated request channel, the user is presented with only request types from a single project – instead of all available request types for all configured projects as well:
Solution
To make all request types from multiple/all projects available for selection when users try to create a ticket, the following Actions should be taken by your Slack Workspace Admin or the Owner of the Workspace – the admin will need to set the project's queues to be 'unhidden'.
- Login to https://site.halp.com
Note: Replace "site" with your Slack Workspace name. - Go to Queues on the sidebar. You should see the list of queues, which is a list of all JSM project connected to JSM Chat, on this page
- Click on the queue that you would like to make request types to be available for selection. Make sure to unselect the option 'Hide Queue during Ticket creation'
- Repeat the steps for all projects that you would like to make request types be available for selection when creating a ticket from Slack.
- The unhidden queue should start showing up as an option now"