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New Slack users/channels not showing up in SupportLogic

Modified on Fri, 23 Jun 2023 at 09:16 AM

As a dashboard user, if you're not able to view specific Slack Users/Channels in the Alert definitions page, Share case widget, or when '@' mentioning in SupportHub Comments in the SupportLogic UI there is a possibility that the Slack channel/Slack user list cache has not been refreshed.

When a new Slack Channel is created, it can take up to 3 hours before the channel is listed in SupportLogic. 

When a new Slack user is created, it can take up to 12 hours before reflecting the user when listing them in SupportLogic.

This is because the Slack User list is cached and refreshed every 12 hours, and the Channel list is refreshed every 3 hours in SupportLogic. 

If NO Slack users/channels are not showing up in SupportLogic, we suggest submitting a Support ticket and support team will co-ordinate with you.
Note: This same issue might persist if the Slack workspace is integrated recently or if Slack had to be reconnected/reauthenticated for your instance.

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