Forums/Documentation/Setting up integrations

Setting up and using Zendesk with JIRA

Steven Yan
posted this on October 20, 2011 00:08

Updated: March 31, 2014

A newer version of the integration is available for JIRA OnDemand users. It's currently in public beta. See Setting up the JIRA integration v3. The new integration does not currently support on-premise JIRA installations.

If your organization uses Zendesk for customer support and JIRA for internal work processes, you can use the Zendesk for JIRA integration to escalate support tickets to JIRA issues, share comments between support agents and JIRA users, and solve Zendesk tickets by solving JIRA issues.

The integration described in this article supports the following tasks:

  • Create a new JIRA issue from a Zendesk ticket
  • Link a ticket to an existing JIRA issue
  • Resolve Zendesk tickets automatically by resolving JIRA issues
  • Map Zendesk ticket fields to JIRA issue fields
  • Link multiple Zendesk help desks to a single JIRA account

Zendesk for JIRA uses the Networked Help Desk open standard to synchronize information between Zendesk and JIRA.

Make sure you check out the release notes for the latest updates and known issues.

Setting up Zendesk for JIRA

Zendesk for JIRA supports the following versions of JIRA:
  • Atlassian OnDemand JIRA.
    Note:  If you have OnDemand, a newer version of the JIRA integration is available as a public beta. See Setting up the JIRA integration v3.
  • On-premise installations of JIRA 4.3.1, 4.4 and 5.x or later.

Installing the Zendesk plugin in JIRA (for on-premise JIRA installations only)

Note: In addition to installing the Zendesk plugin as described below, please make sure that all of the IP addresses in the article, Zendesk Public IP addresses, are white listed in your firewall. You could run into firewall issues at any time if you don't white list the IP addresses.

JIRA 4.3.1 - Install the plugin manually as follows:
  1. Click here to download the Zendesk plugin and then unzip the file.
  2. Copy the contents of the plugin to <JIRA_HOME>/plugins/installed-plugins.
  3. Reboot the JIRA server at this point then do a re-index.

JIRA 4.4 and 5.0 - Download the plugin from the Atlassian Marketplace and install it with the Universal Package Manager (UPM). JIRA 4.4 administrators should install version 2.0.3 of the plugin. JIRA 5.0 administrators should install version 2.2.2 of the plugin.

JIRA OnDemand - The connector is already installed in JIRA OnDemand.

Creating an application link in JIRA

An application link specifies your Zendesk URL and authorizes JIRA to access your Zendesk account. The link is required to create a connection between JIRA and Zendesk.

  1. In JIRA, select Add-ons from the Administration () menu in the upper-right corner of the page.
  2. Click Connections in the sidebar.
  3. Under Add New Cloud/System Connection, select Zendesk from the External System Type menu, and click Add.

  4. Click the Manage Application Links link next to the Application Link dropdown menu.

    A form to add a new application link appears on the page.

  5. Enter a name for your application link. We suggest Zendesk Application Link.
  6. In both the RPC URL and Display URL fields, enter your Zendesk account's URL. Example: http://mysubdomain.zendesk.com.

    If you have a host-mapped Zendesk account, enter your host-mapped domain. Example: http://support.mydomain.com. If you have an SSL-enabled Zendesk account, use https:// instead of http:// in your URL. You can check these settings in Zendesk by clicking the Admin icon in the sidebar, then selecting Settings > Account > Branding > Host Mapping. Your SSL settings are in Settings > Security > SSL.

  7. Click Add. A new application link is created.
  8. Click the Configure Authentication link under Actions.
  9. Enter a Zendesk username and API token, and then click Update.

    Your username is your email address followed by a forward slash and the word “token”. Example: email@zendesk.com/token. Your password is the encrypted token itself.

    Your token is listed in Zendesk under Settings > Channels > API > Edit.

Creating a connection in JIRA

A JIRA connection specifies an application link that gives JIRA access your Zendesk account. A connection also specifies the JIRA accounts you want to associate with your Zendesk account.

  1. On the Add-ons page in JIRA, click Connections in the sidebar.
  2. In the Add New Cloud/System Connection section, enter a name for the new connection, select Zendesk from the External System Type menu, and click Add.

    We suggest "Zendesk (yoursubdomain.zendesk.com)" as the connection name.

  3. On the Add New Connection page that follows, select your new application link from the menu and click Add to create the connection.

  4. On the next page that appears, click Launch Wizard.
  5. Select the JIRA projects you want to associate with your Zendesk account.

  6. Select Yes, you would like to automatically associate a Zendesk ticket ID field to your JIRA account.
  7. Click Create Configurations.
    The wizard associates the JIRA projects with your Zendesk account. It also maps the following fields between JIRA issues and Zendesk tickets:
    • JIRA Description - Zendesk Description
    • JIRA Summary - Zendesk Subject
    To add more fields or change the mapping, see Add or change field mappings.
    Note: The default field mapping is generated independently of the Yes/No option in the settings.

Setting up ticket sharing

Zendesk creates new issues and synchronizes comments with JIRA using the same method that allows sharing of tickets between Zendesk accounts.

You must be an administrator in Zendesk to set up ticket sharing.

  1. In Zendesk, click Manage () at the bottom of the sidebar and then select Tickets.
  2. Click the Ticket Sharing tab, then click the Add Sharing Invite link.
  3. Select Atlassian JIRA.
  4. Configure the sharing agreement as follows:
    • JIRA server URL - Enter the address of your JIRA server. Example: https://mydomain.jira.com
    • Comment and status permissions - Decide if you want to let JIRA users make public or private comments, and sync status between the JIRA issue and the Zendesk ticket.
    • Tag synchronization - Don't select anything from the dropdown.

  5. Click Send Invite.
  6. Sign in to JIRA as an administrator, select Add-ons from the Administration () menu in the upper-right corner of the page, and click Connections.
  7. Click the Ticket Sharing link of your Zendesk connection.
  8. Click Accept.
  9. Set any of the following sharing options in the ticket sharing agreement and click Update.
    • Project and Issue Type - The default JIRA project and issue type created if a ticket is automatically shared with JIRA (Zendesk Enterprise customers only)
    • Default Reporter - You must enter a valid JIRA username for a JIRA admin user or the integration will not work. This is the JIRA username used for the reporter field when a JIRA issue is created
    • Allow public comments - Leave unchecked to force all JIRA comments to be private comments when sent back to Zendesk

Testing the connection

After you set up ticket sharing, you can test the connection between JIRA and Zendesk.

  1. If you're not already on the Connections page in JIRA, login to JIRA as an administrator, select Add-ons from the Administration () menu in the upper-right corner of the page, and click Connections.
  2. Locate your connection in the list and click the Test link under Actions.

    You should get a "Connection successful” message.

Installing the JIRA app in Zendesk

The final setup step is to install the JIRA app in your Zendesk.

Note: If you're using Zendesk Classic, you can skip this section. The app is installed automatically in your Zendesk when you install the Zendesk plug-in in JIRA.
  1. In Zendesk, click Manage () at the bottom of the sidebar and then click the Browse link under Apps.
  2. Click the JIRA icon and then click Install App on the upper-right side of the page.
  3. Enter a title for the app and click Install.
  4. Refresh the browser so that your Zendesk recognizes the new app.

(Optional) Adding or changing field mappings

The following default field mappings are created when you associate one or more JIRA projects with your Zendesk account during setup:

  • JIRA Summary field - Zendesk Subject field
  • JIRA Description field - Zendesk Description field

Note: These are the ONLY mappings officially supported by Zendesk. While other mappings may be configured, they are NOT guaranteed to function and will not be supported by Zendesk Support.

To add or change the field mappings for a given connection
  1. Login to JIRA as an administrator, select Add-ons from the Administration () menu in the upper-right corner of the page, and click Mappings.
  2. Click the Configure link for the mappings that corresponds to your connection.
    Note: If the Summary and Description mappings did not get created, make sure you authenticated the connection before you associated the accounts. See Add a connection in JIRA
  3. In the Add Field Mapping section, select a JIRA issue field to map.
  4. Select the corresponding Zendesk standard or custom ticket field in the Remote Field menu.
  5. Specify the direction of the mapping.

    You can specify mappings to synchronize from Zendesk to JIRA, from JIRA to Zendesk, or bi-directionally.

  6. Click Add.

You can associate specific collections of mappings to individual projects and issue types. To associate a different mapping scheme with your project:

  1. In JIRA, select Projects > [Your Project], and then click Administer Project on the upper-right side of your project page.
  2. In the project sidebar, click Project Mappings.
  3. Select a mapping scheme and click Associate.

To configure mapping schemes, select Add-ons from the Administration () menu in the upper-right corner of the page, and click Mapping Schemes.

Mapping example

Suppose you want your Zendesk tickets to display the time spent on an issue. You decide to map the Time Spent field in JIRA to a custom field in Zendesk. The Time Spent field rolls up all time spent recorded in the JIRA work logs.

  1. In Zendesk, create a new text field using Manage > Ticket Fields > Add Custom Field, and name the field Work Time.
  2. In JIRA, select Add-ons from the Administration () menu in the upper-right corner of the page, and click Mappings.
  3. Click Configure for the mapping that corresponds to your connection.
  4. Create a new field mapping by selecting the following options under Add Field Mapping:
    • JIRA Field: Time Spent
    • Remote Field: Work Time
    • Direction: JIRA to Zendesk Ticket Only

    If you don't see your custom field from Zendesk in the Remote Field menu, refresh the page by clicking the link below the option.

  5. Click Add.

JIRA updates the field mapping:

All time logged on a JIRA issue is displayed in the Work Time field in Zendesk. Here's the data in JIRA:

Here's the data in Zendesk:

Note: Since JIRA's internal representation of time logged is in seconds, you need to convert the value to your desired unit of time.

You can access the data in Zendesk using CSV exports, the API, as well as GoodData for Zendesk in Plus/Enterprise accounts.

Sharing tickets

Zendesk agents can share tickets as new JIRA issues.
  1. In Zendesk, go to the ticket you'd like to share as a JIRA issue, and then select the JIRA agreement from the Share menu in the ticket properties panel.

  2. When the JIRA App panel opens on the right, select your project and issue type, or paste a JIRA story ID to share the ticket with a specific story.
  3. Update your ticket as needed, then click Submit.

Submitting the ticket shares the ticket information with JIRA. The Zendesk ticket header indicates that the ticket has been shared with JIRA. The sidebar app also indicates the shared JIRA issue ID, resolution, and current assignee.

Tip: Right-click the issue ID in the app sidebar to open it in JIRA in a new tab.

In JIRA, an issue is created with all the comments from the Zendesk ticket as well as the subject and original description.

Note: If you encounter connection issues, make sure that you entered a valid JIRA username into the Default Reporter field on the sharing agreement in JIRA. See Set up ticket sharing.

Syncing comments and status

By default, any comment you enter in a JIRA issue is synced automatically to the shared Zendesk ticket.

For example, here's a new comment for an issue in JIRA:

The comment appears Zendesk and retains the JIRA username:

In addition, selecting any resolution in JIRA solves the Zendesk ticket. In the following example, somebody resolves an issue in JIRA:

As a result, the status of the shared ticket in Zendesk is set to Solved:

Advanced tips

Moving Zendesk-linked JIRA issues between JIRA projects

When you move a Zendesk-linked JIRA issue between JIRA projects, the status display of the JIRA issue in Zendesk automatically shows the updated issue key of the JIRA issue.
Note: The JIRA issue automatically takes on the new mappings of its new project.

If you move the JIRA issue to a project that's not associated with your Zendesk connection through a mapping scheme, you need to add the project to that mapping scheme.

  1. In JIRA, select Projects > [Your Project], and then click Administer Project on the upper-right side of your project page.
  2. In the project sidebar, click Project Mappings.
  3. Select the mapping scheme for your mapping.

Connecting to multiple Zendesk accounts

If you use multiple Zendesk accounts, you can create a separate connection to each Zendesk account using separate project mappings. For each Zendesk account you want to connect, follow the setup steps in this guide.

Note: Each project can be mapped to only one connection at a time. Mapping a project to a new connection removes its association with any previous connection.
 

Comments

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Jean-Marc Massou

This new integration look great :! This may be helpfull :!

Just a question, does the attached files are syncs too ?

October 26, 2011 09:35
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Andy Fleming
halogenics

@JeanMarc - Yes it does. I had a couple of tickets in Zendesk and the attached docs showed up in JIRA. Haven't tested the other way though...

October 27, 2011 03:40
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Ryan Saul
jamasoftware.com

I am extremely excited to try this, we were literally just discussing the issues with bug tracking in ZenDesk and this may very well solve all of our problems and concerns!

October 27, 2011 12:11
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Anton Marinov

@ Andy - do you have any issues with projects and assignees pulled from JIRA?

We updated yesterday, but this affected the JIRA widget, which is used by our Support team to connect with the dev team, so we had to rollback to the older version.

In fact, I posted a comment here yesterday, however it looks like all the previous comments were removed, which is not nice.

October 27, 2011 12:11
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Steven Yan
Product Manager

Hi everyone, let me answer your questions:

@Jean, we will include links to the Zendesk files attached when the comment is shared with JIRA.

@Ryan, great!  Looking forward to your feedback.

@Anton, I just checked and you posted in the old JIRA forum, not here.  I will open a ticket for you so we can look at the conflict with the old JIRA widget -- it really should not cause any conflicts as the integrations use completely separate mechanisms for linking tickets.

October 27, 2011 12:36
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Anton Marinov

@ Steven - thanks for the quick update.

Will it help if I provide screenshots of what we had yesterday with the new verion as we rolled back now and it is working fine with the previous version?

October 27, 2011 12:40
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Steven Yan
Product Manager

@Anton: sure, that would help, please include those on the ticket when you receive notification on it.

October 27, 2011 12:43
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Rob Christiansen
groupon

@Steven - Great instructions except when I try to share a test ticket from Zendesk to Jira, Zendesk shows:

This ticket is shared with the following JIRA issue:

Unable to retrieve issue details from JIRA.
How would I troubleshoot the connection within Zendesk to figure out what is failing?
(support.commerceinterface.com)
October 27, 2011 13:25
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Steven Yan
Product Manager

Hi Rob, a couple of things to check that we found as issues in beta:

1.  Did the ticket actually get shared to JIRA, or do you not see it in the project?

2.  Make sure that that you've entered a username into the default reporter field on the sharing agreement.

3.  Make sure that user has permissions to create JIRA issues.

October 27, 2011 13:40
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David Hyman

I am getting two sets of errors.

 

One is on the cloud connection saying:

 

net.customware.plugins.connector.core.exception.ConnectorIOException: net.customware.plugins.connector.core.exception.http.401 at net.customware.plugins.connector.zendesk.manager.impl.DefaultZendeskManager.testConnection(DefaultZendeskManager.java:429) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleTestRequest(ConfigurationServlet.java:281) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleRequestInternal(ConfigurationServlet.java:171) at net.customware.plugins.connector.core.servlet.ServletBase.handleRequest(ServletBase.java:290) at net.customware.plugins.connector.core.servlet.ServletBase.doGet(ServletBase.java:235) at javax.servlet.http.HttpServlet.service(HttpServlet.java:617) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at com.atlassian.plugin.servlet.DelegatingPluginServlet.service(DelegatingPluginServlet.java:42) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at com.atlassian.plugin.servlet.ServletModuleContainerServlet.service(ServletModuleContainerServlet.java:52) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:74) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.core.filters.HeaderSanitisingFilter.doFilter(HeaderSanitisingFilter.java:44) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:46) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.applinks.core.rest.context.ContextFilter.doFilter(ContextFilter.java:25) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:74) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:42) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:77) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:63) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.web.filters.accesslog.AccessLogFilter.executeRequest(AccessLogFilter.java:103) at com.atlassian.jira.web.filters.accesslog.AccessLogFilter.doFilter(AccessLogFilter.java:87) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.security.xsrf.XsrfTokenAdditionRequestFilter.doFilter(XsrfTokenAdditionRequestFilter.java:54) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.opensymphony.sitemesh.webapp.SiteMeshFilter.obtainContent(SiteMeshFilter.java:129) at com.opensymphony.sitemesh.webapp.SiteMeshFilter.doFilter(SiteMeshFilter.java:77) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:46) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:77) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:63) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.seraph.filter.SecurityFilter.doFilter(SecurityFilter.java:211) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.security.auth.trustedapps.filter.TrustedApplicationsFilter.doFilter(TrustedApplicationsFilter.java:98) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.seraph.filter.BaseLoginFilter.doFilter(BaseLoginFilter.java:150) at com.atlassian.jira.web.filters.JiraLoginFilter.doFilter(JiraLoginFilter.java:70) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:46) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.oauth.serviceprovider.internal.servlet.OAuthFilter.doFilter(OAuthFilter.java:71) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:74) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:42) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:77) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:63) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.util.profiling.filters.ProfilingFilter.doFilter(ProfilingFilter.java:99) at com.atlassian.jira.web.filters.JIRAProfilingFilter.doFilter(JIRAProfilingFilter.java:19) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.johnson.filters.AbstractJohnsonFilter.doFilter(AbstractJohnsonFilter.java:71) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.gzipfilter.GzipFilter.doFilterInternal(GzipFilter.java:75) at com.atlassian.gzipfilter.GzipFilter.doFilter(GzipFilter.java:51) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:46) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:77) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:63) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:74) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.core.filters.cache.AbstractCachingFilter.doFilter(AbstractCachingFilter.java:33) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:31) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.core.filters.encoding.AbstractEncodingFilter.doFilter(AbstractEncodingFilter.java:41) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:31) at com.atlassian.jira.web.filters.PathMatchingEncodingFilter.doFilter(PathMatchingEncodingFilter.java:49) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:31) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.web.monitor.ActiveRequestsFilter$PassToChainFilterFunc.doFilter(ActiveRequestsFilter.java:346) at com.atlassian.jira.web.monitor.ActiveRequestsFilter$DebugLogFilterFunc.doFilter(ActiveRequestsFilter.java:463) at com.atlassian.jira.web.monitor.ActiveRequestsFilter.doFilter(ActiveRequestsFilter.java:173) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.startup.JiraStartupChecklistFilter.doFilter(JiraStartupChecklistFilter.java:75) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.multitenant.servlet.MultiTenantServletFilter.doFilter(MultiTenantServletFilter.java:91) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:74) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:554) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:298) at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:859) at org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.process(Http11Protocol.java:588) at org.apache.tomcat.util.net.JIoEndpoint$Worker.run(JIoEndpoint.java:489) at java.lang.Thread.run(Unknown Source)

 

and the other is on the application link saying:

 

"Required parameter "id" not specified.

 

 

Anybody have any ideas about what is causing these errors?

October 27, 2011 14:06
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Steven Yan
Product Manager

Hi David, we've raised this with CustomWare on the ticket you opened with us, someone will be in touch shortly.

October 27, 2011 14:14
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David Hyman

@ Steven

 

Thanks!

 

Please let me know if there is any other information that you need me to provide

October 27, 2011 14:19
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Anton Marinov

@ David - I saw a similar to your first problem yesterday and after I did a fresh re-install of the whole process step by step this was resolved.

Have not experienced the second one, though.

Hope this helps.

October 27, 2011 14:51
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David Hyman

@ Anton

 

I'm still getting the second error, but with your advice I redid the entire process and now the tickets are syncing correctly!

 

Thanks a million!

October 27, 2011 15:13
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Steven Yan
Product Manager

Great, thanks Anton!  I've raised this with CustomWare anyway so we can work out the kinks that you are encountering.  

October 27, 2011 15:16
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Andy Fleming
halogenics

@Anton - We've got a "zendesk" user setup on JIRA which shows as the submitter - we didn't link our JIRA users, so not sure we're comparing apples and apples.

@David and @Rob the "Unable to retrieve issue details from JIRA." problem is something @Steven and I worked on a lot through the beta. We worked out it relates to "illegal" characters in the comments of the ticket. In my case, anything with an ampersand (&) in the content of the ticket would cause that ticket to not get pushed across into JIRA, and you'd get the "Unable to retrieve" message on the Zendesk side.

CustomWare have replicated it and I believe are working on a fix.

HTH :)

October 27, 2011 15:34
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Anton Marinov

@ Andy - yes, I also have a zendesk user in JIRA, as well as a JIRA user in Zendesk. It all works fine with the older version. The users that i am missing are the JIRA users to assign  the ticket to in JIRA, when opening from Zendesk. There isn't a mapping between the two. It's just the drop down is not popualted anymore for some strange reason.

Anyway, thanks for your feedback. Steven offered to help with this, so hopefully we'll get to the bottom of it and I will be able to share our experience as well :)

October 27, 2011 15:42
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Andy Fleming
halogenics

@Anton it probably depends on how you want it - the ticket assignment in JIRA (I believe) can be done a couple of ways, and the Helpdesk team would not necessarily know who on the Dev team should get the ticket (in general terms - might be different for your setup). The "Share with JIRA" dialog kind of reflects this, as it just has the Project and JIRA Issue type, or link to existing. I'm assuming the thought is that Helpdesk should not necessarily be directing tickets on the Dev side - it should be up to the Dev team (via their JIRA setup) to handle the allocation of tasks.

So if you're specifying the JIRA user on the Zendesk side I'd guess you'd have to use a custom field, and map it through the connector - though @Steven will be far more qualified than I to talk about that sort of workflow - I'm just another end user :)

Just my AUD$0.02 :)

October 27, 2011 15:51
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Steven Yan
Product Manager

Hi guys, thanks to Andy for sharing his thoughts.  I would also like feedback on your ideal workflows -- now that we have a more formal development relationship with CustomWare I'm looking forward to being able to iterate much more quickly on incremental additions.

Our thinking in this update was to simplify the creation of the JIRA issue and escalation to JIRA.  Our goal was to allow the admin in JIRA to setup an appropriate mapping and everything just works.  We've also brought JIRA issue creation into the ticket workflow (vs a standalone widget).

One thing that we're hoping to add soon is ability to create a ticket view by your ticket sharing agreement, so you can see exactly which tickets you've shared with JIRA.  

October 27, 2011 16:10
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Andy Fleming
halogenics

Thanks @Steven - hope I'm not overstepping.

Re: feature requests, I've already logged a feature request to allow the widget with the JIRA ticket details (and link) to be optionally available to the end user.

If your site chooses to let the client have access to JIRA system, it would be good to give them a direct link from the ticket to the issue. For us, when we escalate a feature request to JIRA, we're going to close the ticket (as it's not pending, and we don't want long-term open tickets) so without a "close-escalated" type state, having the link from the ticket to JIRA is the easiest way for the client to go back and check the status of their request.

If you agree, feel free to vote it up at: https://support.zendesk.com/entries/20582856-jira-zendesk-connector...

October 27, 2011 16:29
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Anton Marinov

@ Steven - this all sounds great! The idea of providing a view is really awesome - we would definitely like to see something like this as it will provide us with:

1) real time view of how many escalated issues we have

2) areas where the bulk of the issues reside

3) eventually having a report function, where you can specify periods to analyze data and review trends(not sure if this is something that will be pushed to GoodData or will be handled in Zendesk)

October 27, 2011 16:48
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David Hyman

Is anybody have comment loop problems?

October 28, 2011 07:57
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Steven Yan
Product Manager

Hi David, are you seeing comment loop problems?  The ticket sharing protocol we built this on is designed to prevent such loops, let me know where you are observing this.

October 28, 2011 08:14
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Karl Picard
HTC

Where is the application link option in the Jira Studio version (which I assume is Jira OnDemand).  I can find the plug-in menu option but there is no Application link under that section

October 28, 2011 08:32
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David Hyman

@ Steven

 

I am getting comment loops, I'm not sure if it's caused by the way we have our Zendesk/JIRA configured. But basically the tickets will keep spawning over and over. It ends up looking something like this:

 

JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

----------------------------------------------
JIRA ZenDesk Sync up user, Oct-28 07:55 (PDT) (private):

 

So any tips and/or suggestions would be great!

October 28, 2011 09:13
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David Hyman

So I figured out why we had a comment loop. I used my login info with a token instead of the user we created to sync JIRA and Zendesk issues. 

 

So now all comments made from Zendesk are from our JIRA ZenDesk Sync up user not from the agent from Zendesk. But no comment loops!

 

Is this how it is supposed to function?

October 28, 2011 12:19
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Jean-Marc Massou

This new implementation do the job.

I have got problems cause i made the mistake of the point 2.3

"Enter your Zendesk account's URL with protocol, e.g. http://mysubdomain.zendesk.com.  If you have a host-mapped Zendesk account, you should enter your host-mapped domain, e.g. http://support.mydomain.com.  Click Next."

You may put your host-mappped domain (if you've got one... it was my case....)

I would appreciate this feature :

explanation on how to made javascript buttons to make more fast sharring. links.

In fact i think that the Zendesk windows to make the link is quite eavy... i would like to put my own form like we could do it with the first version of this integration.

I will take a look to see how to do it by myself, but this implementation rocks ! Thank you for this release.

October 28, 2011 13:49
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Matt Comstock

I am having a problem when sharing the zendesk ticket with jira.  I get the following problem.   I have set the connections and mappings up three different times, trying to make this work.  One of the three times I was able to get past this issue, but the jira issue was never created because the mapping scheme was not generated by the wizard and missing.  Going on fours hours now trying to get this to work.

 

Link this ticket to a new or existing JIRA issue.

Project

Unable to load projects from JIRA

Issue Type

Unable to load issues types from JIRA
October 29, 2011 09:46
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Matt Comstock

Is there any problems using https: vs. http: when creating the connections?

October 29, 2011 09:50
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Matt Comstock

So I changed the ticket sharing agreement back from https to http, Now I have the drop the product and issue type drop downs, but the zendesk ticket will not create a jira ticket when I share from zendesk.  I receive the following:

This ticket is shared with the following JIRA issue:

Unable to retrieve issue details from JIRA.
October 29, 2011 10:13
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Matt Comstock

I was able to share with an existing jira issue, but I am not able to create a ticket in jira from zendesk.  Any thoughts?

October 29, 2011 10:20
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Alistair

For some reason the Summary and Description mappings did not get created, or were damaged (by me!) in my setup.

The effect of this in Jira 4.4 is to blow up the Jira Activity Stream. Apparently the Activity Stream goes into meltdown when Jira has an ticket with a blank summary or description. Just a word of warning if anyone has this problem.

October 29, 2011 19:40
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Sebastiaan Pouyet

Hi Steven,

I just configured and installed the Jira integration 2.0 plugin. First: great work, integration is a lot more complete than the previous version of the plugin.

When I create a new Jira ticket in Zendesk, everything works as expected.

But when I link an existing issue, I see the "Unable to retrieve issue details from JIRA" notification in Zendesk. I tested with a new ticket and an exisiting ticket in the same project. I also double checked the support user's permissions in Jira.

Can you assist me with this issue? I don't know how to proceed.

Cheers,

Sebastiaan

November 01, 2011 09:21
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James Bowler

This looks great so far, just a few issues ....

1. When we share a Zen ticket to Jira, the Zen ticket description is added as a comment in Jira (in addition to being the Jira ticket description).

2. Jira Issue Transition and field Mapping. We've mapped some Jira Fields to Zendesk Fields. When we edit the Jira issue, everything works perfectly - the mapped fields are synced to Zen. However, when using the "Issue Transition" function in Jira, the edits to Jira Status don't sync to Zen. We want to use the Jira Status field to put our Zen tickets in relevant views, and we can't really do this now ...

3. I saw the above comment about "illegal characters" 

" We worked out it relates to "illegal" characters in the comments of the ticket. In my case, anything with an ampersand (&) in the content of the ticket would cause that ticket to not get pushed across into JIRA,"

- Any idea when this will be fixed? A lot of links we might include in problem descriptions contain & , so that makes it inconvenient.

November 01, 2011 12:07
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Inki Jung
Groupon APAC

Hello

I got the problem on the JIRA Receiver URL

It  no have but set automatically

How to solve that?

November 01, 2011 23:19
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David Hyman

@ Steven

 

The comment loops are back, the only thing that has changed with my Zendesk/JIRA settings is that I added a second Zendesk account. Once I added the second account, the comment loop started again...

 

Any ideas?

November 02, 2011 08:38
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Jack Baty

When creating the connection, I selected all projects. This works fine, but raises 2 questions.

1. How to I include a new project that has been added to JIRA after the connector was added?

2. Can the project names be sorted alphabetically when sharing a ticket?

November 04, 2011 11:51
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Andy Fleming
halogenics

Re: @Jack's comments, particularly point #2 - it would be nice to be able to specify the order.

I've got two projects linked at the moment, one active, one on the back-burner.

Guess which one has set itself to the default? *grin*

November 04, 2011 16:54
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Thomas Einwaller

Hi, I am also getting the messages


Unable to load projects from JIRA

and

Unable to load issues types from JIRA
when I try to share a ticket with JIRA from Zendesk like @Matt - seems like this has something to do with https and Zendesk not being able to validate or certificate 
November 08, 2011 11:32
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Natalya Netudihata
Maxymiser Support

Hi.

In your example (see paragraph Field mapping) the field "Work time" is text. How these data will be define in GoodData reports? As a numeric or text ? Can I use numeric field for defining Spent Time?

November 10, 2011 02:52
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Steven Yan
Product Manager

Hi everyone, we have fixed the special character issue (ampersands as James mentioned) last week, so that was fixed on the Zendesk side without any of you needing to do anything.

We also discovered an issue with HTTP vs HTTPS Zendesk accounts and connectivity issues.  You will need to install the new version of the plugin to fix this, we have released version 2.0.1 to the Atlassian Plugin Exchange.

For those of you who have specific issues, please install the latest plugin and I will be following up with each of you.

November 14, 2011 08:55
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Collin Peters

When will 2.0.1 be pushed to OnDemand?

November 15, 2011 13:21
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Juha Sadeharju
syslore

Should it be possible to map a Zendesk user to a JIRA user? I've tried now with several combinations (in JIRA using user's account name, first name last name, email address, and vice versa in Zendesk) without any luck. 

This is quite important to us as it would cut down yet another required workflow action.

November 18, 2011 05:36
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Greg MacLellan

@StevenYan  I have 2.0.1 installed, and I'm having the same problem as Matt Comstock: 

Project

Unable to load projects from JIRA

Issue Type

Unable to load issues types from JIRA
If I type in a JIRA issue, the Jira widget just says:

This ticket is shared with the following JIRA issue:

  • Issue ID: undefined
  • Resolution: -
  • Assignee: -
November 19, 2011 20:15
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Martin Seibert

I went through the whole setup process. But the connections simply doesn't create tickets on JIRA. I created this video: 

http://screencast.com/t/mRocmhXxXDYE

I will file a support request also.

 

Any ideas anyone?

November 21, 2011 02:38
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Martin Seibert

Some more info about my settings: 

http://dl.dropbox.com/u/2194984/zendesk.json

The diagnostics page looks as if there is a connection:
http://screencast.com/t/9j4SeDlY

Any ideas?

November 21, 2011 02:41
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Martin Seibert

Hm. Actually it looks as if everything is good, as I can link existing tickets. The only problem seems to be that Zendesk is not "allowed" to create JIRA tickets. How do you do that?

November 21, 2011 04:50
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Martin Seibert

Yay. I solved the problem myself. Maybe someone can learn from this problem: A non-configured out-of-the-box JIRA will not allow new tickets to be created, that do not have an assignee attached. So make sure to define an assignee here:

http://screencast.com/t/cOtBt7VFhX7s

November 21, 2011 05:06
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Android200680
Mail RU

Hi, Martin! Can you give me your skype? Tnx

November 23, 2011 23:15
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Sergey Lysak
eltrino

How is it possible to reopen JIRA ticket from Zendesk?

Use case:

  1. Customer submits the ticket
  2. Support staff share the ticket with JIRA
  3. Development team resolves the ticket (status in Zendesk is properly updated at that moment)
  4. Customer (or support agent) is unsatisfied with result, post comment and change the status of ticket to "Open" (comment is properly posted to JIRA, but status in JIRA remains the same - eg "Resolved" or "Closed")

So at the end it might result in unsatisfied client (because support team will see this ticket as open and shared with JIRA and development team might and most likely will miss comment in closed ticket) or extra steps for support agent to reopen ticket in JIRA (they also need to have access to JIRA to do it...), so in reality it'll really lead to the situation when support staff will be constantly checking each JIRA ticket, because they'll be unsure if status was properly synced or update manually earlier.

Btw the same applies to closing ticket in Zendesk (use case is similar) and in result development team will see open tickets in JIRA, but in fact maybe client has just changed his mind and decided to cancel this feature request or figured out that bug isn't a bug in reality (however in that case most likely developer will read comments, if there will be any, because it's possible to close the ticket w/o posting a comment!)

So status syncing should be really bi-directional otherwise it'll be a problem in different scenarios. Or is it working for everybody except us?

Thank you!

November 24, 2011 16:47
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Android200680
Mail RU

To Sergey Lysak:  
Сергей, получилось ли у Вас как-нибудь назначать исполнителя тикета из Zendesk в Jira? Функция очень важная, безе нее все валится в общую кучу, отслеживать то, что приходит из Zendesk нереально. Но я так понял в данном плагине это не предусмотрено.
Спасибо!

 

November 24, 2011 19:24
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Sergey Lysak
eltrino

@Android200680: you was asking if we were able to choose assignment of JIRA ticket directly in Zendesk when sharing the ticket. I agree with you that it's important feature, but as we've figured out it's not supported so far. However it's not so critical for us, because we're using Kanban as our main development process, so each team member is responsible for picking tasks from main task pool according to importance and his own preferences, so in our case it's fine (and even better) if tickets are created unassigned.

However as a feature request we would like to be able to:

  1. assign JIRA issues directly from Zendesk when sharing the ticket,
  2. see in JIRA issues Zendesk operator who was pushing the ticket to JIRA (maybe it's possible to do some sort of mapping and have it as an extra field in JIRA - might be helpful in case if developer want to ask for some details support guy directly instead of using comments which might save some time - we're going to try it later today or next week).

But problem with status bi-direction sync is way more important for us at the moment. And as I can see it's the only one problem holding us right now.

Thx

November 25, 2011 07:39
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elaine

We can create the ticket in Jira successfully, and Jira comments and status changes sync to Zendesk - all good so far. However, subsequent comments in Zendesk don't appear in Jira. Is this expected or have we set something up incorrectly?

November 28, 2011 13:56
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Damien Evans

Hi, 

When we share a ZenDesk ticket to Jira, the ticket description is properly set to the description in JIRA, but it is also added as a comment in JIRA.  One note about this though is that if there are attachments to the Zendesk issue they are included as links in the JIRA comment, but not the JIRA description.

It would be better to use the Zendesk description for the JIRA description and include links to the attachments there - while not adding the identical comment.

December 08, 2011 14:27
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Flemming Ottosen

@StevenYan said: "Hi everyone, we have fixed the special character issue (ampersands as James mentioned) last week, so that was fixed on the Zendesk side without any of you needing to do anything."

Perhaps the problem is solved for ampersands, but it is still a problem for other special characters. All of the the tickets with subjects containing Norwegian characters in Zendesk gets cut off on the first occurrence of a special character when updating a ticket i Jira. I believe this is a major showstopper for customers in the Scandinavian countries.

December 21, 2011 05:52
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Austin

Hi,

Our clients all use Zendesk, and through ticket sharing, they escalate end-user issues to us daily. 90% of these tickets need to be escalated to shared with Jira.

We are forced to create two tickets for these issues. I've heard it's in the works to share tickets 3-ways. Is this true, and when might we expect the update. 

Is there a quicker workaround in the meantime? It's almost impossible to track.

December 22, 2011 09:14
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Aaron
cosn

I'm trying to create an Application Link in JIRA but Zendesk is not coming up as an Application Type.  We have a host-mapped service.  Any ideas?

January 03, 2012 15:30
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Nicolaj Schweitz
danms

I recently configured mappings from JIRA's Status to our Zendesk's Status, filled in the proper map values etc. and it all worked nicely.  

Then our helpdesk guys asked me to remove the mapping again so the Zendesk ticket won't automatically be set to "Solved" when its mapped JIRA issue is "Resolved" (as I mapped it).  

So, I went to the Customeware plugin in JIRA, to "Configure Mappings" and clicked the link to Remove the Status mapping.  

The problem is that when ever a JIRA issue is resolved its Zendesk ticket is solved even though I removed the mapping.  I might be seeing ghosts here or have mis-configured something.  Any suggestions?

January 06, 2012 06:20
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Kaiying Yang

Hi, I have followed above instructions to setup Zendesk - JIRA (Ondemand) integration, but when trying to share ticket from Zen desk to JIRA, the pop up message shows:

There is no error message if I choose to link to an existing JIRA issue, but there is no sync on both JIRA and Zendesk. Any suggestions?

January 10, 2012 07:48
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François Beth
valiantys

You say that this integration is avalaible for On-premise installations of JIRA 4.3 and JIRA 4.4 . I d'on't understand  because I see on plugin exchange that the plugin Zendesk Jira is only available for 4.4. 

January 18, 2012 02:14
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Robert Wayne

Is there a way to map Zendesk Assignees to JIRA Assignees to keep them in synch as they change throughout the life of the ticket?  Simply mapping the Assignee field (on both outbound and inbound) doesn't seem to provide that functionality.

January 18, 2012 23:31
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Adrian Plunkett

I operate my JIRA behind a reverse-proxy.

Is this a supportable configuration?

The ticket-sharing configuration doesn't seem to be working:

From JIRA, when testing the Zendesk cloud connection, I get the following error

Failed to establish connection to remote system 
No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://quantumit.zendesk.com'

Error Details (click to expand)
net.customware.plugins.connector.zendesk.manager.impl.DefaultZendeskManager$1: No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://quantumit.zendesk.com' at net.customware.plugins.connector.zendesk.manager.impl.DefaultZendeskManager.testConnection(DefaultZendeskManager.java:442) at
January 19, 2012 01:16
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Adrian Plunkett

Please ignore the previous post. Issue was fixed by updating the JIRA plugins.

January 19, 2012 04:51
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Anthony Madama
brightidea

I am also getting the "cannot load JIRA projects" error - please help!

January 23, 2012 09:04
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David Hyman

We are still having problems with comment looping on tickets that were shared using the old(JIRA widget) sharing method.

I have tried unlinking these issues as well as deleting the field for Zendesk ID but the comment loop still appears on these old tickets.

 

Has anyone else run into this?

 

And more importantly does anyone know how to prevent these tickets from creating a comment loop?

January 25, 2012 12:36
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Chris Welford

I have sent a ticket sharing invitation from Zendesk to JIRA - in fact I sent a couple - and they are sat in Zendesk with the status "pending" - and nothing has appears in JIRA.

When I view the details of the invitation, against 

"Entering agreement with"

there is a blank entry.

Can I get any diagnostics out of Zendesk about what the problem is?

January 27, 2012 09:16
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Jochen Billen

Hi,

I'm trying to connect our demo Zendesk environment to our Jira 4.4.4 installation. I followed the instructions above but with only partial success; linking Zendesk tickets to existing Jira issues is working. Creating a new Jira issue from Zendesk however isn't.

When trying to create the Jira Issue from a Zendesk ticket I'm geeting these errors in the catalina.out:

2012-01-31 10:23:23,027 http-8080-10 ERROR      [500ErrorPage.jsp] Exception caught in 500 page Can not deserialize instance of java.lang.String out of START_OBJECT token
 at [Source: java.io.StringReader@70b98398; line: 1, column: 407] (through reference chain: net.customware.plugins.connector.zendesk.bean.sharing.SharingTicket["custom_fields"])
org.codehaus.jackson.map.JsonMappingException: Can not deserialize instance of java.lang.String out of START_OBJECT token
 at [Source: java.io.StringReader@70b98398; line: 1, column: 407] (through reference chain: net.customware.plugins.connector.zendesk.bean.sharing.SharingTicket["custom_fields"])

When testing the connection in Jira everything seems fine. I also followed Martin Seibert's tip and that is to make sure there is a default assignee configured.

Can somebody point me in the right direction?

Kind Regards,

Jochen Billen

 

January 31, 2012 01:57
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Daniel Kirst
simovative

Hello,

We enabled SSL for our Zendesk and ever since, we are unable to share tickets with our Jira installation. We adjusted the settings in Jira and sent a new sharing agreement from our Zendesk. Our Problem seems similar to Chris Welford's above. We receive the sharing notification in Jira and accepted, but Zendesk keeps saying "Pending" and "Entering agreement with" is empty, even though we entered our Jira URL before sending the sharing invite.

We use v. 2.0.1 and Jira v. 4.4.4.

Any help would be much appreciated as we are currently stuck without a function integration.

Thanks,

Daniel

February 06, 2012 05:56
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Alan Feldman
invodo

We have installed the Jira/Zendesk Integration. We can link an existing Jira ticket successfully and see the related information in the Zendesk ticket. However, when trying to create a new Jira ticket from Zendesk we get the following message and the Jira ticket does not get created.

 
February 06, 2012 12:51
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Ken Roberts

The images in this post don't match with what I see in the real app, and when I try to test the connection it fails.  I'm using hosted jira and hosted zendesk, and I just can't get the connection to work.  Is there an incompatibility right now anyone knows of?

I get an authentication failure when I click "test" from the connections list.  I've tried any of these combinations:

  1. jira@mycompany.com/token
  2. jira@mycompany.com (password)
  3. me@mycompany.com/token
  4. me@mycompany.com (password)

Is anyone else getting this problem?  Am I doing something stupid that's obvious to everyone else?

Thanks.

February 08, 2012 09:18
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Ken Roberts

I got to the part where you share your first ticket.  Then the authentication problem happens.

February 08, 2012 10:57
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Brad Beaver

Hello.

I just got JIRA and Zendesk up and going here and the plugin is almost working 100%.  I have successfully linked JIRA and Zendesk tickets and have been able to create a new JIRA issue from Zendesk too (sweet).  However, the only issue I've ran into so far is the comments are not being synced from JIRA to Zendesk.  The other way works just fine though....adding a comment in the Zendesk ticket immediately populates in the JIRA issue.

Any pointers or ideas?

Thanks.

February 13, 2012 08:16
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Jan Sondergaard

@Ken Roberts

If you used Host Mapping (Settings->Account->Branding) you should use the domain when setting up the zendesk integration. Such as support.mycompany.com instead of mycompany.zendesk.com

Secondly, you should use jira@mycompany.com/token and then copy in the API token into the token/password field.

Once I used our Host Mapping, my Test Connection went fine

February 14, 2012 14:56
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Jan Sondergaard

@Ken Roberts

One more thing. Did you specify https:// in the URL for the ticket sharing agreement?

JIRA @ https://mycopmany.atlassian.net

February 14, 2012 15:29
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Toni Van de Voorde

Hi,

I configured everything correctly. In jira a can even do my mappings on new added fields in zendesk! However when in zendesk I create (or edit) a ticket and I want to share it with jira it does not display any projects to select from?!

Any idea what the problem is?

Thank you

February 20, 2012 07:24
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'James Waters'

I've installed and re-installed this plug in several times, and the instructions seem straightforward.  When I test my cloud connection, the connection shows as successful.  I can see the option from a Zendesk issue to share an issue with Jira, my Jira connection does show up in the drop down box, and my Jira projects show up in the subsequent dialog box.

However, when I click the Done button from that dialog box nothing seems to happen.  The dialog box gets dismissed and takes me back to the Zendesk issue screen, but no Jira issue is created or reflected back on the Zendesk issue.

The only odd thing that I can find is in Jira.  When I go to the Configure Application LInks page and click the test button on that page, I get an error message that states "Required parameter id not specified". 

Ideas?

February 21, 2012 07:34
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Jean-Marc Massou

Hi i think the plugins is broke.

I have just made a fresh install of JIRA 4.4.5 + by UPM CustomWare Zendesk Connector Plugin 2.01 + (automatic by UPM ) : CustomWare JIRA Connector Plugin 1.0.4 + CustomWare Core Connector Plugin 1.0.3

Each time i click on "mappings" or "mapping schemes" (pe : http://127.0.0.1:8080/plugins/servlet/customware/connector/mappings...)

I got this :

Cause:
com.atlassian.plugin.PluginException: com.atlassian.activeobjects.osgi.NoServicesFoundException: Was expecting at least one service reference for interface <com.atlassian.activeobjects.config.ActiveObjectsConfiguration> and filter <(com.atlassian.plugin.key=net.customware.plugins.connector.atlassian.jira-connector-plugin)>. Got null !

 

Look to the trace in the files.

February 22, 2012 08:43
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outaTiME

In working on jira onDemand, i do all steps ... and all was good auth success but when i try to test connection (in JIRA) ... 

throws me ...

Failed to establish connection to remote system 

No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://xxx.zendesk.com'

ideas ?

February 22, 2012 09:28
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Andy Fleming
halogenics

@Steven any word on Jira 5 compatibility?

February 22, 2012 15:25
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Antonio Spalluto

Hi Steven,

I have got the same error of @Jean-Marc with the same plugin configuration.

Could you test this your plugins with the 4.4.5 version of Jira?

Futhermore, I have got the "Unable to load projects from JIRA" and "Unable to load issues types from JIRA" errors when I create a new ticket.

Thanks in advance

Antonio

February 23, 2012 01:27
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Jeffrey Davidson
iasta

@Toni Van de Voorde

That's exactly what I'm seeing too. I tried to get this working in Jira 5 (I had plugin issues when trying with Jira 4.3, so this project was put on the backburner until the release of Jira 5) - and everything looks great until I try to share in Zendesk and get a "Could not load projects from JIRA". Doing the tests in Jira check out just fine.

Is this just a Jira 5 compatibility thing?

February 23, 2012 10:16
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Steven Yan
Product Manager

Hi guys, sorry about the errors you are experiencing.  Let me look into your accounts and I will follow-up with each of you.  As for JIRA 5 compatibility, our plugin on the Plugin Exchange is updated with a JIRA 5 compatible version:

https://plugins.atlassian.com/plugin/details/678489

You will want to use version 2.1 of the plugin, and please note this is a JIRA 5 only version.  JIRA 4.4.x users should use version 2.0.1.

February 23, 2012 10:19
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Jeffrey Davidson
iasta

Hrm - looks like I am using version 2.1. Any thoughts on what might cause Zendesk to give the "Could not load projects from JIRA" message when trying to share?

February 23, 2012 10:32
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Steven Yan
Product Manager

@Jeffrey, that's likely a configuration issue then that I will need to look into.  Thanks for providing that information.

February 23, 2012 10:34
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outaTiME

yup, same issue here version 2.1 of plugin with Jira 5 onDemand, connection issue ... sharing agreements fine in both sides (zendesk / jira) ... 

"Test Connection" from Jira 5 throws ...


Failed to establish connection to remote system 

No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://outatime.zendesk.com'

February 23, 2012 17:38
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Toni Van de Voorde

My problems are solved now thx to zendesk support. They simple recreated all mappings in jira through the wizard and it did the trick. 

February 24, 2012 02:37
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james gmail

We just upgraded to jira 5.0/ zen widget 2.1. In our Jira Widget in ZD, we used to have a link to the Jira issue, but after the transition, the link is broken, and the link text is just "undefined". The link from Jira is also gone, too. Is there any way to restore the links? 

February 24, 2012 13:31
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Du Nguyen
qasymphony

I have Jira 4.4 for which i have installed 2.0.1 plugin successfully. When I was at step 4 (all previous steps were completed as per the guide successfully) under "Creating a Connection", I didn't see any kind of Wizard or button to launch Wizard as mentioned in the step #4. 

"4. The configuration setup will ask you to follow a project mapping wizard, which allows you to select specific JIRA projects to associate with the connection.  Click Launch Wizard."

After step 3, I could add a cloud connection fine. As you can see in below picture, I added 3 cloud connections trying to see if there is a Wizard right after step 3. But, there was nothing for me to do the project mapping.

 

When I tested any connection that I added, I always got below error.

Any idea/suggestion for me to get over this issue?

Thanks,

Du Nguyen

February 26, 2012 20:33
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Du Nguyen
qasymphony

I attached files that were supposed to be on my previous post.

connection error.jpg is about the error i got when testing the connection.

 

February 26, 2012 20:38
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Matt

We were just upgraded to Jira OnDemand and are attempting to setup this integration.  We have followed the above steps but are getting an "unable to load projects" and "unable to load issue types" when attempting to share a ticket to a new Jira issue.

Please help.

February 27, 2012 12:46
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outaTiME

yay, some help needed !

February 27, 2012 13:26
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Du Nguyen
qasymphony

Just wanted to let everyone know that we could resolve the issue. After installing the plugin we need to reboot the JIRA server, after that the wizard button appears. Hope this is helpful to all who is having issue that i had

February 28, 2012 14:57
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Jeffrey Davidson
iasta

I found out what was wrong with my setup, too. It turns out if you get an SSL certificate error (as I was just using an IP rather than a DNS entry that matches my cert), you'll just get the "Could not load projects from JIRA" message in Zendesk. So to fix it, I just added a DNS entry, resent my sharing request with the new DNS name instead of the IP, and BAM - it's all working again. Thanks to Zendesk support for finding that our for me.

February 29, 2012 05:34
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Jackson Chung

@steven, is there any way to configure the mapping such that it is "conditionally" bi-directional?

the issue I am running into is when link a zendesk ticket to an existing jira (using the default mappings), the subject and the description of the jira got overwritten, which is not what i want. My use case is jira to zendesk could be 1 to many (though in reality this is many to many), that a bug fix (jira) could be impacting multiple issues (say multiple clients reporting the same bug). So if a jira already exists, I just want to link a new (or even old) zendesk ticket to that jira, without modifying the summary/description. I would still want the zendesk -> jira direction if I am trying to link to a new jira. Thoughts?

Or any one in the community has a solution to this? Thanks.

(oh and I too see the description and comment on linking new jira contain the same contents, that's really duplicated, it'd be great to have that fixed)

February 29, 2012 19:54
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Jackson Chung

@steven, another problem (well to others this maybe a feature) is that when resolves a jira, it updates the zendesk ticket to "solved". In fact, any update (edit/comment) in the jira result in update in zendesk ticket status to open.

what can be done such that update jira does not affect the status of the zendesk ticket?

March 02, 2012 16:08
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Henrik Heusala
pepron

Hi! 

 

We have exactly the same problem as Daniel Kirst above:

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Daniel Kirst

Hello,

We enabled SSL for our Zendesk and ever since, we are unable to share tickets with our Jira installation. We adjusted the settings in Jira and sent a new sharing agreement from our Zendesk. Our Problem seems similar to Chris Welford's above. We receive the sharing notification in Jira and accepted, but Zendesk keeps saying "Pending" and "Entering agreement with" is empty, even though we entered our Jira URL before sending the sharing invite.

We use v. 2.0.1 and Jira v. 4.4.4.

Any help would be much appreciated as we are currently stuck without a function integration.

-----------

Is this something that can be fixed by Zendesk support or is this a known issue?

Everything works fine without SSL

 

Regards,

Henrik Heusala

March 12, 2012 05:07
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Joel Stobart

I have this issue same as others

version 2.1 of plugin with Jira 5 onDemand, connection issue ... sharing agreements fine in both sides (zendesk / jira) ... 

"Test Connection" from Jira 5 throws ...


Failed to establish connection to remote system 

No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account


my Jira implementation has different URLs internally and externally.


Any solutions?

Joel

March 16, 2012 16:30
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Helle Buhl
maxmanus

We have now Jira On-Demand, and I'am hoping to get the integration to work. 

When the ticket already exists in Jira - then it works fine, but the part where I'am creating a ticket in Jira does not work. It just says Loading.......    but nothing happens.

I have raised tickets "everywhere" .... so hope to get an answer.... 

 

/Helle Buhl

April 04, 2012 06:47
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Gerry Ray

Your link in this section is broken:

JIRA 4.4 and 5.0 installation

JIRA 4.4 and 5.0 administrators can install the plugin via Atlassian Plugin Exchange and install via the Universal Package Manager (UPM).  JIRA 4.4 administrators should install version 2.0.1 of the plugin; JIRA 5.0 administrators should install version 2.1 of the plugin.

April 10, 2012 14:20
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Antonio Spalluto

Hi all,

Customware released yesterday and update that fixes the Active Object problem with Oracle, but I still have problems with the communication Zendesk -> Jira and this time it seems a Zendesk issues. The sharing agreement refers to the http://jira.XXXXXX.XX/plugins/servlet/zendesk/sharing, but when I click on the link I have got a 404 error and I have got the "Unable to load project" problem in Zendesk.

Please help me.

Thanks in advance
Antonio

April 12, 2012 01:05