Atlassian Assist requests stuck under [Loading…] status
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
New requests are being created from the request channel but get stuck under [Loading…] status, and notifications are not sent to the triage channel.
Diagnosis
Go to the affected project's Issue Security menu:
Go to Project settings
Issue Security
In this example, the Issue Security has the HR Team as the Default security level. However, the atlassian-addons-project-access is not granted permission to access tickets using this Security level.
Cause
This behavior has been identified when using Default Security levels where the atlassian-addons-project-access is not added to the Security level. Therefore, Atlassian Assist does not have access to newly created tickets.
Solution
From your Issue Security menu:
1. Click on Actions on the top right
2. Edit issue security
3. Under Actions > Add
4. Select the Project role option, search for atlassian-addons-project-access
5. Click on Add at the bottom of the page.
With that, the Atlassian Assist should now have access to the Default Security level, and the issue should be fixed.
Reference:
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