HockeyStick in Slack
Troubleshooting
What the agent's messages mean and what to do about each one.
Troubleshooting
Most messages from the agent tell you exactly what happened. Find the one you saw below.
Access and setup
| What you see | What it means | What to do |
|---|---|---|
| "HockeyStick isn't turned on for you yet. Ask your HockeyStick administrator to turn on Slack for your organisation and give you a licence." | Slack is off for your organisation, or you have no licence. | Ask your administrator to turn on Slack and assign you a licence. |
| "Your organisation has no agent credit available right now. Ask your HockeyStick administrator to give you credit." | You have no usable credit, or a spending limit has been reached. | Ask your administrator to give you credit or raise your limit. Help still works. |
| "That action is not enabled for your account yet. Please contact your administrator." | Your organisation's agent is not set up for that action. | Contact your administrator or consultant. |
| "Account linking is not available yet. Please contact your administrator." | The agent is not switched on in this workspace yet. | Contact your administrator. |
| "Account linking is available only to full members of this workspace." | Guests cannot link. | Ask your Slack admin about full membership. |
| "This workspace is connected to" another organisation | Your Slack workspace belongs to a different HockeyStick organisation. | Ask your administrator to check the workspace connection. |
| "This workspace is not connected to one client engagement that you can access. Ask an administrator to check the workspace binding." | The workspace connection does not match your access. | Ask your administrator to check it in settings. |
Your connection
| What you see | What it means | What to do |
|---|---|---|
| "Your HockeyStick connection needs to be renewed. Open the app home and reconnect." | Your link expired or was revoked. | Open the app's Home tab and select Connect account. |
| "Unable to connect. Please reconnect or contact your administrator." | The link could not be completed. | Send a new message for a fresh Connect button and try again. |
| "You're not signed in to HockeyStick." | The link page needs you signed in. | Sign in to HockeyStick in your browser, then use the link again from Slack. |
Requests
| What you see | What it means | What to do |
|---|---|---|
| "I did not understand that." | The request was not one the agent supports. | Type Help for examples. |
| "That took too long and nothing was recorded. Please try again." | The request hit its time limit. | Try again, or ask for something narrower. |
| "HockeyStick is temporarily unavailable. Nothing was recorded. Please try again shortly." | A temporary problem. | Wait a moment and try again. |
| "I couldn't finish that request. Please try again." | The reply could not be delivered. | Send the request again. |
| "You are not permitted to do that." | Your HockeyStick permissions do not allow it. | Ask your administrator if you need access. |
| "That confirmation has expired or was already used. Repeat the request to get a new one." | Confirmations last ten minutes and work once. | Repeat the request. |
| "These brief controls expired or your access changed." | The buttons on an older message are out of date. | Send "review brief" with the brief's ID for fresh controls. |
Connecting the workspace (administrators)
| What you see | What to do |
|---|---|
| "This installation session expired or could not be verified. Start again in this browser and finish within ten minutes." | Restart from Connect Slack workspace and finish in one go. |
| "Slack permission was not granted." | Restart when you are ready, and approve the permissions in Slack. |
| A Support reference on an error page | Share the reference with your consultant so they can find the problem. |
| Workspace shows Reconnect required | Slack changed or revoked the installation. Connect the workspace again, then people relink. |
If a problem does not clear, note the time and the exact message and contact your consultant.