User is unable to see the Requester field in Slack when using Chat

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

Summary

Some users are able to see the Requester field when using Assist/Chat, but some others cannot. This is important because sometimes agents must raise tickets on behalf of customers.

Cause

The cause of this is due to the affected user not being set as agent in Slack. As a user must be an agent in Slack in order to see the Requester field. It is also important that the affected user has the appropriate role in the project (e.g., Service Desk Team).

Solution

To correct this, please ensure that the user is added with an agent role in the project and that they are also added to the triage channel related to the project. In doing so, this will make them an agent within Slack and they should then be able to see the Requester field.

To ensure that the user is set with an appropriate role in the project, please check out:

To add the user to the triage channel in Slack, please check out:

Last modified on Jan 21, 2025

Was this helpful?

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