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Chat creation error in Jira

Situation

Some customers encounter a chat creation error when attempting to start a chat from Jira, which appears as follows:

image-20250825-115732-20250904-073205.png

Reason

Using a Preset to create the chat will throw this error because an app has been selected to be part of the chat to post updates (Preset: Teams | notifications ). The error stems from the lack of approval for the app scopes (Smart Connect for Jira or the Customer Portal app in Teams).

How to fix it

You have two options:

  1. Remove the app from the preset settings by unselecting it

  2. Grant the necessary scopes

Regarding the latter: To allow the app to post notifications in the chat, contact your Microsoft admin to obtain the relevant scopes.

When adding the bot (either Smart Connect or your Customer Portal app) in the preset settings, you will first be prompted to log in:

image-20250904-073828.png

Afterward, you will see the scopes and receive a link for the admin to approve them:

image-20250904-073928.png

Once approved, you can start the chat without error messages and enable notifications.

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