Atlassian is currently rolling out a change in Jira Cloud and we have discovered that this has prevented conversation actions from working properly in Intercom for Jira Cloud. At this time, not all customers are affected yet as Atlassian is gradually rolling out this change. However, eventually, it will affect all Intercom for Jira Cloud customers.
What exactly is not working?
If you or your Intercom users are using conversation actions to create, link or comment Jira issues (/createJiraIssue, /linkJiraIssue or /commentJiraIssue) you would normally get a response from our system upon running the action. However, after Atlassian rolled out their update this mechanism is broken. As a result, the action will not be executed and you will not get a response from our system. If you are seeing this behavior please follow the two simple steps below on how to fix this.
How to fix this?
If you are facing problems with conversation actions, please carry out this simple fix (requires Jira administrator permissions or Jira user with project administration permissions).
1. Open Intercom for Jira settings for any affected Jira project
2. Open "Conversation Actions" tab
3. Disable and re-enable conversation actions as explained here: https://docs.toolsplus.io/addons/intercom/ConversationActionsConfiguration.html#enabledisable-conversation-actions