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A newer version of the integration is available for JIRA OnDemand users.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    Note:  If you have OnDemand, a newer version of the JIRA integration is available as a public beta.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

User photo
Gerald Tombs
boylesports

Like Many of the other reports above We are also recieving the same error when trying to share tickets :

Project

Unable to load projects from JIRA

Issue Type

Unable to load issues types from JIRA

We can successfully connect to JIRA tickets which already exist. and share fields and comments between them once connected with no issue.
Was there ever a solution found to this?
Thanks
Darren
April 12, 2012 06:30
User photo
Antonio Spalluto

Hi all,

looking into the log I have found this error:

2012-04-12 18:26:34,437 TP-Processor3 ERROR      [500ErrorPage.jsp] Exception caught in 500 page net.customware.plugins.connector.jira.ao.JIRAMappingScheme.getIssueTypeIdToMappingSetId()Ljava/util/Map;
java.lang.NoSuchMethodError: net.customware.plugins.connector.jira.ao.JIRAMappingScheme.getIssueTypeIdToMappingSetId()Ljava/util/Map;
    at net.customware.plugins.connector.zendesk.servlet.InfoServlet.doGet(InfoServlet.java:113)
    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:81)
    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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66)
    at com.sysbliss.jira.plugins.workflow.servlet.JWDSendRedirectFilter.doFilter(JWDSendRedirectFilter.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.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.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190)
    at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291)
    at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776)
    at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705)
    at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898)
    at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690)
    at java.lang.Thread.run(Unknown Source)
Apr 12, 2012 6:29:22 PM org.apache.tomcat.util.http.Parameters processParameters

Do you have some ideas?

Thanks

Antonio

April 12, 2012 09:40
User photo
Matt
renewfund

Having exactly the same issue as Antonio ^ and others. Jira 4.4.5, plugin 2.0.1, have removed and recreated all configuration options without success. Always getting "Unable to load projects from JIRA."  Seeing the same 500 error as Antonio, connection tests always pass correctly. Is there any further troubleshooting guide for this? 

April 12, 2012 15:35
User photo
Karen Liu

Hi,

I have several client projects set up in Jira 5 (about 10). Is there a way to have ticket sharing set up for all projects, or do I need to set up a different "Ticket sharing agreement" (within Jira) for each project to ZenDesk?

 

Thanks,

Karen

April 16, 2012 07:33
User photo
Juha Sadeharju
syslore

This question has already been asked by someone else, but hasn't received a reply, so I'll post it again.

Currently it seems that Zendesk is not able to sync Assignee fields between JIRA and Zendesk, even though this should not be limited by the CustomWare Connector.

Could someone from Zendesk offer either a workaround or alternatively a statement that Assignee's cannot be synced between the two systems. This has not yet been explicitly stated anywhere.

April 17, 2012 07:40
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Payal Baheti
broadcastupgrade

Hi,

Was someone able to resolve the issue where -

Linking Zendesk tickets to existing Jira issues is working fine.

But, Creating a new Jira issue from Zendesk does not .????

We are connecting demo Zendesk environment to our Jira 4.4.4.

Even default reporter is set.

Any help is appreciated.

Thanks.

Payal

 

 

April 17, 2012 14:36
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Brad Beaver
expedata

My Zendesk and JIRA 5 integration is working great, except for one thing.  When a ticket gets created in JIRA via Zendesk, JIRA does not send an email notification.  Same thing happens when a comment is synced from Zendesk to JIRA.....no email notification.

Has anyone else experienced this?

April 20, 2012 11:25
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Richard Colwill
ramblers

I appreciate that when Steven posted this last October it was as upto date as possible- but given that I've just been migrated to Ondemand by Jira (due to the er "issues" they have suffered over the last couple of weeks) and the Jira Answers boards sends one back to here- can some one pretty please update the process flows so that they make any sense- I appreciate that most of the changes are on the Jira side of the setup- but they're sending me over here and I suspect that I'm not going to be the only one in the next few weeks.... arrrggghhh

if the hours of trying to understand where the plugins were installed as there was such a massive change in the administration, weren't bad enough; it was only after giving up for the evening over the authentication that I got a panicy email from my network admin as he'd received the ticket-sharing agreement that I realised why I'd got so frustrated- the sending and acceptance had taken over 4 hours- no wonder I wasn't getting any joy with my linkage.

Somebody seriously needs to update this process info- I think it should be the Jira guys myself, but I've no options to whinge at them on this topic thread over there- pretty please boys and girls, you are letting yourselves be let down

May 03, 2012 06:02
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Matthew Wittemann
clickdimensions

We are able to update existing issues in Jira, but not create new ones.

If I share a ZenDesk ticket to Jira and select the Project and Issue Type, the ZenDesk ticket shows that it is shared, but it just says "Loading..." as the status, and it doesn't show up in Jira.

I think the problem is on the Jira side, but I am not sure where. By the way, the diagnostic for the plugin shows that Jira successfully Fetches the new ZenDesk ticket, but it never actually shows up anywhere in Jira, and ZenDesk is never able to get a Jira ID to display.

However, if I share the ZenDesk ticket and, instead of selecting a Project and Issue Type, I enter an existing Jira ID (like "ZEND-123"), then it works beautifully - the Jira issue is updated with the ZenDesk comments and vice-versa.

We are using Jira OnDemand - anyone have an idea what needs to be changed?

May 03, 2012 07:17
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Brad Beaver
expedata

We are having the exact same issue that Matthew Wittemann is having.  However, we are using JIRA (download).  

I have deactivated/activated the ticket sharing agreement.  I even upgraded JIRA to the latest release last night.  No change.

Any ideas/suggestions would be great.

Thanks!

May 03, 2012 07:21
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Philipp Keller
localina

for me this integration looks a bit too much bleeding edge:

After many trials to set it up (had the "Unable to load projects from JIRA") I managed to get it basically working (needed to remove everything in Zendesk and Jira and then started again), but only when specifying our host-mapped domain (which I didn't want).

But now I run in many problems:

  1. after pushing a issue to jira we always update the Jira right afterwards - as our language in Jira is english but that's not the language of our users and as the Jira needs to be concise and doesn't need all the communication with the user. This new solution burdens us with: 
    a) when adding a share I need to save first and reopen the ticket to be able to go to the Jira. With the old Jira integration (https://support.zendesk.com/entries/38664) this extra step was not needed
    b) this new integration adds the description of the Zendesk additionally as a comment in Jira (also reported by James), I need to remove this
  2. the status Jira->Zendesk is only synced if I also enable tag sharing (which I don't want as our tagging habits in Zendesk and Jira are different)
  3. I want Jira comments to show up in Zendesk but not vice versa. With the old solution that was possible, not so with the new one
  4. when linking a new Zendesk ticket to an existing Jira I hoped that in Jira I see two links to Zendesk - but in fact I only see the most recent. But updating the Jira only syncs to the first one. So this seems buggy. This feature was the reason I wanted to switch to the new solution as we often have reoccurring problems reported by the users which we want to link to always the same Jira
=> I'll look back into this in about half a year or so. The basic idea seems very nice (especially the mapping of Zendesk<->Jira fields is promising), but it seems to be still too much unstable for me.
May 09, 2012 02:00
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Michael E Roberts Jr

We have JIRA 5 onDemand, and we are having the same issue as Brad Beaver, where we are able to link and push comments to JIRA,  but they are not sending emails.  They were up to a point earlier in May, and then they suddenly stopped sending email notifications.  The comments from Zendesk are still posted on tickets in JIRA automatically, but no notifications go out.  This is a huge problem!  Anyone have success in getting an answer on why this is happening now?

June 01, 2012 11:10
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Geoff Flamank
Project C Beta Testers

Hi all, we're getting the "Unable to load projects" message in Zendesk as well. We have also confirmed the installation of version 2.1 of the Plugin over on the Jira side. Pretty frustrating given how successful this interface was using the first version of the Jira Widget on the old version of Jira. Not sure where to even start.

Right now, we've got 7 "sending" agreements in Zendesk to Jira, with 6 sitting at Pending and one Activated. I don't know how to clean out the old ones, or all of these 'pending' agreements are the cause. Feels like a dog's breakfast.

Ah, Friday at 5:05pm - hoping this Bushmills Irish Whisky will soothe the pain. 

Any suggestions, oh wonderful ZD Support guys/gals???

 

Cheers (glug),

- Geoff

June 01, 2012 17:06
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Devlon Duthie

Hi, experiencing the same problems as most on the thread:

"Unable to load projects"

Using Jira OnDemand, testing from Jira connector is successful

We would really like to use this integration, any suggestions would be great.  If there is more information I can provide, let me know.

Cheers.

- Devlon

June 03, 2012 15:05
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Rich Seddon
sonatype

I was also having the "unable to load projects" issue. And the JIRA connection test was working fine.  Had been trying to get it to work for a while, and had multiple pending sharing agreements as a result.

Manged to resolve it by going to zendesk and deactivating the currently active sharing agreement (you can do this by hitting view/deactivate). 

This caused one of the pending sharing agreements to show up in the JIRA side.  I accepted it and it started working.

 

June 07, 2012 08:37
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James Rumack
videoplaza

Hi, as many other people here we also have the "Unable to load projects" issue but we have a slightly different setup.

We are host our own Jira 5.0 server that we connect to over https. The setup of the plugin seems to work, the ticket sharing request are accepted and everything seems fine. But it seems that Zendesk can't pull information from Jira.

Zendesk can't list the projects from Jira or get information about a ticket but if I share with an existing Jira bug I can see the Zendesk links and comments from inside Jira, so Zendesk is apparently able to push information to Jira but not pull.

Are there any suggestions out there to fix this?

//James 

 

 

 

 

June 07, 2012 08:47
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Michael E Roberts Jr

Brad, have you found a work around or solution?  Atlassian is saying that its the connector, but no word yet on an update from Zendesk.  Without the ability for notifications it seems impossible to follow up on comments, thus defeating the whole point to comments/notifications....

June 11, 2012 14:48
User photo
Brad Beaver
expedata

Michael,

No.  We have not found a solution or work around.  Fortunately we are a very small company, so its not too difficult to follow up on comments.  If a new JIRA issue is created via Zendesk then our Zendesk guy just makes sure to assign the ticket properly and all is pretty much good to go.  But I think I've tried everything.  I've removed the ticket sharing agreement, cloud connectors, uninstalled the JIRA plugin and then turned around and reconfigured everything and nothing changed for the better.  I too have raised issues with both Zendesk and Atlassian and basically they are pointing the finger at each other.  Its a bit frustrating. Our current plan is to just check on the functionality from time to time to see if it every gets resolved but we're not holding our breath.  Good luck.

June 12, 2012 05:30
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Michael E Roberts Jr

Ok, thanks, for anyone else considering this plugin... be forwarned, it doesnt properly trigger notifications on JIRA at this time.  I have requested both Zendesk and JIRA look into it, and been told to request at as a feature update to Zendesk.  So, if anyone else is considering this connector integration, I would suggest you also join me in the request, since its pretty much useless if you have to know when comments are posted:

https://support.zendesk.com/entries/21538391-zendesk-and-jira-integration

June 12, 2012 16:20
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Tomás Prado Bley

Hi,

My integration is fully working, but when I synchronise one ticket from zendesk to JIRA and this ticket has a special character like "á ó í ú" it gets like this �� in JIRA. We dont know where to start to solve this issue.

We are working with an on demand JIRA installation.

Could you give us some advice?

thanks

June 21, 2012 03:19
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Evandro Ribeiro
zanthus

HI.

I have  the same problem that Tomás Prado.

I've begun to use the integration between Zendesk and JIRA  last Saturday and almost my tests was successful, but the comments make on Zendesk and synchronize  to JIRA are becoming wrong when it has special characters like  á, í, ã, õ, ç, etc...

see the follow example.

 "para ambos as opções. Esta falha acontece em todos os PDVs apos a Atualização"

My language is Portuguese and I'm using the version 4.4.3 of JIRA

Anyone know what can be happening?

Thanks.

 

June 24, 2012 19:08
User photo
Jean-Marc Massou

i have got the same problem of "accents " (we wrote in french...) with JIRA hosted on our own server.

This is because of the miss of an argument when i was lauching Tomcat : (cf screen capture) :

-Dfile.encoding=utf-8

--> i use ms sql in db backend, be sure that all the param (db encoding !) are corrects.

Hope it could help

June 27, 2012 01:59
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Evandro Ribeiro
zanthus

Hi Jean.

Tanks a lot for your help.

We´ll try to change this at JIRA´s WebServer.

bye.

June 28, 2012 04:50
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Christie Strasia
outright

This seems like an easy question compared to some I've seen on this thread... I hope that's the case.  I haven't integrated Jira and Zendesk yet but we're working on it.  My concern is related to updating of Zendesk tickets based on comments made in Jira.  Are those updates considered "private"?  or "public"?  Will the user see the update?  I'm guessing not.  

My next question is related to the solving of a Jira issue... I'd rather the "solved" message to the end user come from my support team rather than from the engineering team.  Is there a way that the support team can be notified when an engineer marks a Jira issue as solved?  That way we can test before communicating to the end - user.  

If the Zendesk ticket gets solved immediately, the support team may never see it.

And finally - how does 'sharing' a zendesk ticket with Jira interact with the Problems / Incidents functionality?  We use that currently to keep track of all users experiencing a similar situation.  Would we continue with that process as well as share with Jira?

And if I can sneak in one more... is there a webinar or something I can watch to get more info on this?

Thanks!

Christie

June 28, 2012 11:50
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Juan Garagorri

Hi everyone,

Hi everyone,

I'm having a trouble tryin' to link my Jira instance with Zendesk. I configure everthing in Jira and when I try to test if the conection is well configured, I get this error (is in the attach). What should I do ?

 

June 29, 2012 11:37
User photo
Brenden Prazner

Hi all,

We are using hosted JIRA. I have followed instructions and my Ticket Sharing in Jira states "accepted" in Jira and "
Accepted" in ZenDesk.

However, in JIRA uunder Connections I click the "Test" button it says:


Failed to establish connection to remote system 
No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://deconetwork.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://deconetwork.zendesk.com' at net.customware.plugins.connector.zendesk.manager.impl.DefaultZendeskManager.testConnection(DefaultZendeskManager.java:455) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleTestRequest(ConfigurationServlet.java:282) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleRequestInternal(ConfigurationServlet.java:171) at net.customware.plugins.connector.core.servlet.ServletBase.handleRequest(ServletBase.java:288) 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 
... and goes on and one. Won't copy here.
Anyone found a work around for this issue?
July 05, 2012 01:35
User photo
Eric Shen
Zendesk

@Juan, typically the plugin will display that error if the incorrect URL information is provided on the "Connections" section in JIRA.  If you could send a screenshot of your configuration to support@zendesk.com, our team will be able to assist in further troubleshooting.

@Brenden, we noticed that you have 2 sharing agreements; one pending and once active.  It is possible that the connected you have configured is associated to the agreement that is currently pending.  Try deactivating the existing agreement in JIRA, and you should see the other request for the pending agreement appear after which you can then accept.  If this doesn't work, please contact support@zendesk.com and someone will be able to assist further. 

July 05, 2012 09:06
User photo
Brenden Prazner

Hi Eric,

Thanks for the reply. I do have two sharing agreements. One set-up using https as the Receiver URL and the other set-up using http as the Receiver URL. I read some notes here that possible the https was causing issues. The https is deactivated and only the http is active. I assume this shouldn't be causing a conflict if only one is active.

I will contact support as suggested. Thank you!

July 05, 2012 15:56
User photo
Sangharsh Chaturvedi
agresso

Hi All

I am trying to align my zen desk account with jira account and recently uploaded the plugins but every time i try to map it fails in connection and gives below error

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

                                                    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://support.agresso.com.au' at net.customware.plugins.connector.zendesk.manager.impl.DefaultZendeskManager.testConnection(DefaultZendeskManager.java:455) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleTestRequest(ConfigurationServlet.java:282) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleRequestInternal(ConfigurationServlet.java:171) at net.customware.plugins.connector.core.servlet.ServletBase.handleRequest(ServletBase.java:288) 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:78) 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.labs.botkiller.BotKillerFilter.doFilter(BotKillerFilter.java:36) 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.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:104) at com.atlassian.jira.web.filters.accesslog.AccessLogFilter.doFilter(AccessLogFilter.java:88) 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 com.atlassian.jira.web.filters.SitemeshPageFilter.doFilter(SitemeshPageFilter.java:124) 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:234) 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:157) 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:81) 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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.sysbliss.jira.plugins.workflow.servlet.JWDSendRedirectFilter.doFilter(JWDSendRedirectFilter.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.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:78) 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$DebugLogFilterFunc.doFilter(ActiveRequestsFilter.java:463) at com.atlassian.jira.web.monitor.ActiveRequestsFilter.doFilter(ActiveRequestsFilter.java:173) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.startup.JiraStartupChecklistFilter.doFilter(JiraStartupChecklistFilter.java:75) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.multitenant.servlet.MultiTenantServletFilter.doFilter(MultiTenantServletFilter.java:91) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:78) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:554) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:298) at org.apache.coyote.http11.Http11AprProcessor.process(Http11AprProcessor.java:864) at org.apache.coyote.http11.Http11AprProtocol$Http11ConnectionHandler.process(Http11AprProtocol.java:579) at org.apache.tomcat.util.net.AprEndpoint$Worker.run(AprEndpoint.java:1665) at java.lang.Thread.run(Thread.java:662)
 

Please find attached the jira screening agreement screen shot even attached.Ihave recently uploaded the pluginin

CustomWare Zendesk Connector Plugin 2.2.1

Regards

Sangharsh Chaturvedi| Support Consultant

sangharsh.chaturvedi@agresso.com.au

July 17, 2012 18:25
User photo
Eric Shen
Zendesk

Hi Sangharsh,

It looks like you haven't accepted the sharing agreement yet in JIRA.  Check step 4 under "Create an Application Link and Connection" in the guide "4.  Accept the sharing agreement and configure mapping in the Zendesk plugin".  You'll need to accept the sharing agreement before you can complete the process.  Once you navigate to Administration > Plugins > Connections, click on "ticket sharing" for the appropriate application link you have set up and  then click "accept" and fill out the appropriate fields.

July 18, 2012 08:58
User photo
Aamir Virani

Hello all - I'm having the same issue: "No ticket sharing agreement exists between this JIRA instance" is the error.  Any help?  I'm using JIRA on Demand as well.

July 18, 2012 22:18
User photo
Eric Shen
Zendesk

@Aamir, the response I provided for Sangharsh should be the same for you as well.  If you cannot locate this, let us know or send a request to support@zendesk.com and we will follow up with you directly

July 19, 2012 09:08
User photo
Aamir Virani

Hi Eric - actually - it is accepted and didn't work.  I will send to support@zendesk.com

July 19, 2012 15:35
User photo
Alan Jiménez
nordija

I have inquiries about the integration possibilities currently available for Zendesk and JIRA.

From reading the article, I see two obvious methods: 1) Manually share from the ticket view within Zendesk, and 2) Buy the enterprise plan and have newly created tickets automatically create issues within JIRA.

The first solution gives most control, allowing to choose what JIRA project the issue should go to, and which JIRA user should the issue be assigned to. The second solution seems to only allow all incoming tickets to be put under one project in JiRA, and doesn't seem to allow to assign any JIRA user to the issue. Is this correct?
I ask because we haven't upgraded to the enterprise plan yet (so we cannot see what is available there yet), and before we do, I'd like to have a clear picture of what we'd be paying for.

Would an upgrade allow us to create macros that will push tickets into JIRA as issues? Would it allow trigers, automations and macros to create issue on JIRA in an advanced way (ie. assigning the issues to JIRA users and arranging them into JIRA projects depending on Zendesk tags, priorities, keywords, etc. etc.)?

I am asking about Zendesk <-> JIRA communications automation that just seems to be unavailable right now. Would these things be available on an enterprise plan, or are they just not implemented at all yet?

July 20, 2012 04:39
User photo
Dave Furlani
asdeq

Hi, I have the plugin working with one small exception - the subject from Zendesk is not becoming the summary in Jira.  What I get instead is a new field with the ticket# and subject from Zendesk appearing.

I have mapped the subject/summary and description fields between zendesk and jira as bi-directional.

JIRA v5.1#768 and the latest version of the plugin (downloaded mid last week).

Any suggestions?

July 22, 2012 22:47
User photo
Oskari Porkka
hyperin

Hi,

I have installed the CustomWare Zendesk Connector version 2.0.1 for my JIRA 4.3. My problem is that I do not have Application Type Zendesk listed when I try to create an application link (step 4. under Create an Application Link and Connection). I have managed to add some kind of a zendesk application link earlier since there is the following line in the Jira log when I open the application links listing:  

/plugins/servlet/customware/connector/config.action [atlassian.applinks.core.DefaultApplicationLinkService] Couldn't load type zendesk for application link with id 248899a8-ff83-34f9-905a-31b598d7c4e2. Type is not installed?

The application links list is empty, however.

Is there any solution how I can manually install Zendesk application type?

July 23, 2012 05:50
User photo
Steve Rodgers

What about JIRA 5.1 support?

I need this badly.

July 24, 2012 10:42
User photo
Eric Shen
Zendesk

@Alan your assessment is correct, those are the 2 obvious methods and #2 is exactly what the enterprise plan allows for you to do.  A couple of clarifications on your other points.  

"The first solution gives most control, allowing to choose what JIRA project the issue should go to, and which JIRA user should the issue be assigned to. " - CORRECT

"The second solution seems to only allow all incoming tickets to be put under one project in JiRA, and doesn't seem to allow to assign any JIRA user to the issue. " - INCORRECT, you still can select an "Assignee" (provided that you have those fields mapped to each other when configuring the mappings) as this is taken care of in the mappings and NOT in the Zendesk triggers.  The Zendesk trigger is the event that tells it WHEN to push the data to JIRA automatically and the mapping controls WHAT to push.   The exception to this is the project and type of the issue being created in JIRA.  When using a trigger, those values will utilize the default settings for project/type in JIRA.  

The upgrade to Enterprise allows for you to automate the sharing of issues from Zendesk to JIRA via triggers and automations, but not via Macros.  You won't be able to automatically share  tickets and have them route to different projects in JIRA.  Hope this helps answers your questions.

July 24, 2012 16:51
User photo
Drew Sanderson
rdidiamonds

When I try to share a ticket from Zendesk to Jira, it displays "Unable to load projects" and "Unable to load issues types". on the zendesk website.

Using the developer tools in Chrome, I can see that there is a 502 ( bad gateway ) error. 

The server has a public ip address with no router, firewall or proxy.

Everything is connected correctly, according to the documentation, and when testing the connection between the two applications ( Cloud connection / ticket sharing agreement / application link ), it is successful. 

How should I trouble shoot this further?

August 08, 2012 08:36
User photo
Alan Feldman
invodo
  • We ran into the same error when upgrading our Version of Jira. Not sure if that is the same situation your are having.

  • Zendesk for JIRA version 2.0.2
    JIRA 4.4 - 4.4.5 | Stable | Supported | Plugin System Two

    Fixes a compatibility issue with JIRA 4.4.5
    See version 2.0.2 »

There is a version 2.0.2 of the plugin posted 4/29/12 that is needed for Jira 4.4.5 compatibility.

August 08, 2012 08:42
User photo
David Hyman
visiquate

We are currently experiencing a connection issue as well since we updated the plugin. We are running JIRA 4.4.3

August 08, 2012 08:50
User photo
Drew Sanderson
rdidiamonds

We are ( trying ) on :

Jira v5.1.2

Zendesk for Jira v2.2.2

CentOS 6

MySQL 5.1.61

The version of the Zendesk plugin from 8/1/2012 we cannot enable. Notice that there was a version number roll-back to v2.0.3. I just installed the new release from today of v2.2.2 which also creates the same unable to load errors.  They say there is better "additional logging capabilities for debugging connection"

August 08, 2012 09:07
User photo
Michael Litz

I was getting the same error as all of you.

"Unable to load projects from JIRA"
I'm also using the on demand platform from Jira.

To fix this, I first tested the authentication fo the plugin.
It was unsuccessful.

I went into Zendesk and turned on Token authentication, it wasn't on.
I also checked the URLs for the sharing in JIRA.
My copmany uses http://help.company.com instead of http:/./company.zendesk.com

After changing to that, and using token instead, it worked.
For token, you have to use your full e-mail + "/token". So it would look like admin@company.com/token

That's what fixed it for me.

August 08, 2012 15:26
User photo
Michael Litz

For the life of me, I can't figure out how to map the assignee between systems.

Is the field in ZenDesk the 5 digit number, the e-mail, or the full name?
Is the field in Jira the login name, or the full name?

Any help is GREATLY appreciated. 

August 08, 2012 19:20
User photo
Alan Jiménez
nordija

I just realised about something new along the lines I brought up earlier:

It is not possible to share an issue to Jira that has already ben created by a user/requester. I can only share an issue with Jira if and while I create the issue in Zendesk as an agent/admin. This is a big problem for us.

Is it really possible that if one of our customers raises an issue and that I as an admin decide has to be thrown to Jira, my only option is to create a new (ie. make a duplicate) issue in Zendesk, and share that with Jira?
Will this (in my opinion monumental) restriction be present if we upgrade our Zendesk solution to the enterprise plan?

August 13, 2012 05:12
User photo
Russell Grocott
ninelanterns

We've recently configured the plugin for our privatly hosted Jira environment and found that we experience a problem when sharing tickets from Zendesk. The ticket is made in Jira successfully, but the sidebar widget in Zendesk just says "Loading.."

Inspecting the page we see the following error:

JS console error "TypeError: jira is undefined" in https://assets.zendesk.com/assets/auto_included-ded4267f6c32a966c7d8267a91dbc3df.js

Unsharing the ticket and then sharing it again (linking to the ticket that already exists is Jira) will often (but not always) fix the problem.

Thanks in advance for any help you are able to offer.

Russell

 

 

August 13, 2012 17:10
User photo
Russell Grocott
ninelanterns

Alan Jiménez wore: It is not possible to share an issue to Jira that has already ben created by a user/requester.

Hi Alan - It is possible to do this, simply click on edit/share at the top of the ticket request and follow the prompts to create a new ticket. See the section above under "Using the Integration"

Cheers Russell

August 13, 2012 17:15
User photo
Tom Dunlap
mediaplatform

Is it possible to make it so that once a ticket is shared between Zendesk and JIRA, you can specify if you'd like a Zendesk comment to appear in the JIRA ticket? For example, by having a checkbox similar to the "Make comment public" checkbox that could say "Share with JIRA"? 

Our developers do not want to see all the back and forth of a Zendesk ticket in JIRA - they only want to see the details that are important to them.

August 15, 2012 08:31
User photo
Alan Jiménez
nordija

Is something missing in this guide? I am getting really frustrated, as this seems really overly complicated (Freshdesk allows to set up this integration in minutes, and I've been at this for days). I have followed the instructions (i believe to the letter) several times by now, and Jira keeps complaining on me that there is no ticket agreement between Jira & Zendesk when I test the connection.

What is it that I keep missing? I mean, I am not completely brainless, I have set up plenty of other software before. Why do I keep failing with this? Can you feel my frustration? I just have NO IDEA what I'm doing wrong, or missing!

NOTE! You told Sangharsh Chaturvedi and Aamir Virani above that they were missing the step where the "accept the agreement in Jira" (section 4 of the guide). Aamir at least has responded that this has been done, and I am also telling you now, I have done this, the problem is elsewhere. I suspect this guide of yours might be outdated already... Please help us out here!

 

In case you find it useful:

 

net.customware.plugins.connector.zendesk.manager.impl.DefaultZendeskManager$1: No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://nordija.zendesk.com' at net.customware.plugins.connector.zendesk.manager.impl.DefaultZendeskManager.testConnection(DefaultZendeskManager.java:455) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleTestRequest(ConfigurationServlet.java:282) at net.customware.plugins.connector.core.servlet.ConfigurationServlet.handleRequestInternal(ConfigurationServlet.java:171) at net.customware.plugins.connector.core.servlet.ServletBase.handleRequest(ServletBase.java:288) 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:78) 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.labs.botkiller.BotKillerFilter.doFilter(BotKillerFilter.java:36) 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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.jira.tzdetect.IncludeResourcesFilter.doFilter(IncludeResourcesFilter.java:39) 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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.jira.baseurl.IncludeResourcesFilter.doFilter(IncludeResourcesFilter.java:40) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:31) 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.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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.studio.core.servlet.filter.AlacarteLicenseEnforcer.doFilter(AlacarteLicenseEnforcer.java:71) at com.atlassian.studio.jira.servlet.filter.AlacarteLicenseJiraEnforcer.doFilter(AlacarteLicenseJiraEnforcer.java:122) 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 com.atlassian.jira.web.filters.SitemeshPageFilter.doFilter(SitemeshPageFilter.java:124) 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.labs.remoteapps.modules.permissions.ApiScopingFilter.doFilter(ApiScopingFilter.java:60) 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.seraph.filter.SecurityFilter.doFilter(SecurityFilter.java:234) 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:157) 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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.bonfire.web.filters.BonfireP3PFilter.doFilter(BonfireP3PFilter.java:57) 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:738) 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:80) 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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.labs.remoteapps.modules.oauth.OAuth2LOFilter.doFilter(OAuth2LOFilter.java:70) 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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.atlassian.labs.remoteapps.util.http.bigpipe.RequestIdSettingFilter.doFilter(RequestIdSettingFilter.java:22) 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.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:66) at com.sysbliss.jira.plugins.workflow.servlet.JWDSendRedirectFilter.doFilter(JWDSendRedirectFilter.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.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:78) 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:78) 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.connector.CoyoteAdapter.service(CoyoteAdapter.java:298) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690) at java.lang.Thread.run(Thread.java:662)

August 19, 2012 04:59
User photo
Evandro Ribeiro
zanthus

Hi Alan.

I´ve followed this guide and I´ve gotten made this integration work, almost correctly, I still have problems with special characters.

One missing in this topic is the necessity to putty 's'  of https on the string connection Jira->Zendesk, for example:

https://xxxxxx.zendesk.com

I was missing to use and because this I had connection´s problems.

I don´t know if this is your problem , but I hope that help you.

bye

August 19, 2012 06:55
User photo
Alan Jiménez
nordija

Hello Evandro

Thank you for sharing, this was exactly what was missing for me. I strongly recommend the Zendesk folk to make an extra effort to deliver some at least acceptable documentations for your clients. We pay, right? You should probably be specifying what protocols are used around in your system, and not leave us guessing as to what we should input all sorts of places. Is there anywhere I can go to, so I can give this document some negative feedback?

I am also having trouble mapping assignees between Zendesk and JIRA. I refer you to Michael Litz's comment from August 09, 2012 04:20 (and others before him, to whom you've decided not to answer, it seems). I have tried inserting the email address on the Zendesk side, but it's not working, maybe you want me to try to specify the port? Should I also try to guess if you are using POP or IMAP?

What am I missing this time?

August 20, 2012 00:01
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Rafał Kociński
resultgroup

Hello,

Could anybody kindly tell me whether it's possible to manipulate JIRA issue's Status (execute a transition from one workflow state to another) in response to a custom ZenDesk field being set to a particular value, using only functionality provided by this or other plugin available in OnDemand hosting (i.e. without having to resort to writing a Jelly script or a custom code utilising one of JIRA APIs)?

ZenDesk integration plugin refuses to accept an inbound mapping for the issue's Status field on account of it being read-only.

Based on what I've read so far I'm guessing that the answer is no, but I'd like to hear a definite confirmation from someone more knowledgeable.

Rafal

August 20, 2012 06:30
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Rafał Kociński
resultgroup

Hello,

It appears that when JIRA issue's custom field is updated via ticket sharing/field mapping with Zendesk, no event that a custom listener could hook up to, is generated within JIRA.

I would expect an Issue Updated event to be raised here, but while using e.g. Debug Listener plugin I can see that such event is correctly generated when updating an issue manually:

[DebugListener]: DebugListener.issueUpdated 
[DebugListener]: My Custom Field changed from 'value one' to 'value two' 
[DebugListener]: Issue: [#10133] Test ZenTrack ticket, please IGNORE 
[DebugListener]: Comment: null 
[DebugListener]: Change Group: [GenericEntity:ChangeGroup][id,10191][author,rafalk][created,2012-08-27 15:13:05.456][issue,10133] 
[DebugListener]: Event Type: Issue Updated 
[DebugListener]: Time: Mon Aug 27 15:13:05 BST 2012

...no such output is generated for updates coming from ZenDesk, resulting in inability to execute custom actions using a listener. In my case, I need to execute an issue transition in response to a custom field having been updated in ZenDesk.

Could anyone please tell me: 
1. Is this a bug or a designed behaviour? Am I missing some crucial setting?
2. If it's a designed behaviour, how else can I execute custom functionality in response to a custom issue field having been updated via ZenDesk integration (use of a Service comes to mind, but I'd prefer to avoid having to periodically scan issue's state when event/listener mechanism is supposed to be available)?

Regards, 
Rafal Kocinski

August 27, 2012 08:51
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Michael E Roberts Jr

Hi All,

We have noticed some issues with the integration again over the past few days.  Is there anyone else having issues.  eg. I noticed a client posted a comment on Zendesk and it was posted on JIRA 3 times.  I also noticed that a comment in JIRA never made it to Zendesk, but the tickets are shared.

Anyone else having similar issues?

August 28, 2012 08:46
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Eike Thienemann-Dehde
cmmarketing

@Tom Dunlap's we second your August 15th request!

I just submitted a dedicated feature request: https://support.zendesk.com/entries/21932497-zendesk-for-jira-share...

Appreciating more votes ;-)

August 29, 2012 11:03
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David Hyman
visiquate

Is there any way to have the Subject and description information passed onto JIRA for when a ticket is created, but then never overwritten afterwards?

August 30, 2012 11:28
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Jeffrey Davidson
iasta

@David Hyman - That is exactly what I'd like to have happen. I had to de-link both fields because we don't want to change the description of the customer's ticket (in Zendesk), but we do want to change the name of the JIRA ticket for PM and Dev. Unfortunately, when they are de-linked, JIRA tickets get created with no subject, which just seems weird and awkward when email notifications come through.

August 30, 2012 11:32
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Tom Dunlap
mediaplatform

@David @Jeffrey,

This issue has also been frustrating for me. Would love to see it so that they don't over-write each other.

We've decided against using the JIRA integration with Zendesk thus far because of this and other issues (see above) that make the integration a real pain for our existing PM and Dev team because they would have to sort through all the unnecessary Zendesk ticket traffic once the tickets are linked. Most of the back-and-forth of a ticket is not useful to the Dev team.

August 30, 2012 11:38
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David Hyman
visiquate

@ Jeffrey

 Great minds think alike cause that is what we did as well. It really limits the usefulness of the JIRA-Zendesk connector in its current state...

August 30, 2012 11:38
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Marco

I have the same issues like Michael E Roberts Jr

My Zendesk tickets can be shared to Jira, but in Jira I only retrieve Subject and Description. No Comments are transmitted from Zendesk to Jira or from Jira to Zendesk

September 03, 2012 06:22
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Bruce MacKay
razyr

Hoping that support will soon be added for JIRA 5.1.4.  People are reporting issues on the Atlassian MarketPlace page for the plugin and Zendesk doesn't show up at all when browsing for plugins from within JIRA's plugin manager.

September 13, 2012 18:43
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Raffi M.
dcit

I just spent 3 hours struggling with getting the JIRA integration to work. Finally, thanks to the comments above, it became clear that the solution to the problem was that ...

IT IS NECESSARY TO PUT THE 'S' ON THE HTTPS FOR THE CONNECTION STRING FROM JIRA TO ZENDESK. 

Good heavens. Someone PLEASE fix the help article for this to indicate that! 

September 13, 2012 21:25
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Steven Yan
Product Manager

@Bruce, I have raised this issue with CustomWare and we are investigating any 5.1.4 issues.  I'll post an update here if we find that there's an issue.

@Raffi, thanks for pointing that out, I have updated the documentation to reflect this.  I'm sorry that this caused some wasted time on your end.

September 13, 2012 22:42
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Steven Yan
Product Manager

@Bruce, update from CustomWare:

Can you check your connector versions and let me know what those are?  According to CustomWare they should be:
  •  JIRA Connector 1.2.1
  • Core connector 1.2.0 or 1.2.1
  • Zendesk connector 2.2.2
September 13, 2012 22:44
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Henrik Heusala
pepron

@Bruce, I can confirm that we are running a heavily used JIRA <-> Zendesk integration with JIRA 5.1.4 without any big problems.

September 13, 2012 23:01
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Bruce MacKay
razyr

I have a fresh JIRA 5.1.4 install and until this morning Zendesk connector would not appear when searching for plugins.   I see that the supported version number has been incremented to from 5.1.2 to 5.1.4.   Thank you Zendesk!

I can confirm that I have JIRA connector 1.2.1, Core connector 1.2.0 and Zendesk connector 2.2.2.   (Core connector 1.2.1 is not available that I can see.)

Zendesk and JIRA appear to be happily working together now.

Thanks Steven and Henrik for their input.

 

September 14, 2012 04:13
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Michael B
panatrack

I know I might be adopting this a little early, but the new UI for Zendesk appears to have a notably different approach for this. I tried to apply the above steps to this, but am falling short of success. Has anyone gotten this to work? And if so, might they share some tips for me?

I think I was able to configure the Jira OnDemand side correctly, but the Zendesk side stumps me. Specifically, I can't locate the way to "share" to Jira, not can I configure a visibility into Jira. There is a place for a "Custom Field ID", I have no idea what to put there.

September 21, 2012 14:04
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Steven Yan
Product Manager

Hi Michael, sorry for the confusion, the new Zendesk interface has yet to add an interface for the newest JIRA integration.  We are working on adding support for this in the next few weeks as it's very high priority for many customers.

September 24, 2012 12:12
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Marcus Lambert

Being able to link to an existing ticket is stopping us from using lotus,
The Jira integration is also very confusing do you use the app or the sharing drop down.

September 28, 2012 04:15
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James Andrews

I've just set up the ticket sharing between Zendesk and JIRA
- I agreed to the ticket arrangement in JIRA and the sharing is marked as active in both application. If I Test the Cloud Connection in JIRA it says Test Successful.

But now that all that's done, when I use the "Share To" drop down from Zendesk and pick JIRA, I'm not asked for any extra information. Then if I save the update to a ticket, when I look at it again:

Shared with JIRA @ https://innodev.atlassian.net (outbound)

And nothing happens on the JIRA end.
Steven Yan - is this because the interface for the newest JIRA integration is still being worked on?

Thanks

October 04, 2012 17:43
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Duran Goodyear

I'm having the same issue that James Andrews posted about on Oct 4th...   Is there any update to the documentation?  I can't find any way to link a ticket in zendesk to a project in jira.   Everything else appears to be working properly.

 

Thanks.

October 05, 2012 12:36
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Richard Colwill
ramblers

Well Steven's response on the 24th September helps me somewhat- but it's a little frustrating that a good integration that we //did// have (and one that's being rather heavily flogged at the moment) is not working and there's not even a weeny guidance document to say "this is what you'll see; but we are still working on it- sorry guys"

or you could just remove the APP at the moment till it's ready....

<miffed because it's below your usual high standards>

On the plus side- I have a new shiny empty Jira OnDemand installation just //waiting// to be Zenned <waves Beta tester knickers @Steven>

October 08, 2012 03:24
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Steven Yan
Product Manager

Hi guys, I apologize again for the confusion this is causing.  

In new Zendesk, the JIRA integration does not yet support ticket sharing that we supported in Classic.  We are working on updating the JIRA integration in new Zendesk to work with ticket sharing. When that occurs, you will be able to do just as you would in the classic UI -- select your option to share with JIRA, at which point you can select the project and issue type for new issue creation in JIRA.  

@Marcus @James @Duran, yes, your issues are related to the JIRA integration not being fully ported over to the new Zendesk.

@Richard Thanks for the beta knickers offer, but I'd rather just deliver the integration as it worked before and you can hang onto those!

October 08, 2012 14:56
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David Hyman
visiquate

This integration is quite finicky and most of the time, it just doesn't work as well as I would like.

In the new Zendesk (lotus) there is a app for JIRA that looks much like the old (and much much more reliable) sync system. I have tried to use this, but it doesn't work either. 

Does anyone have any suggestions on how to use the JIRA app?

October 08, 2012 15:25
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Steven Yan
Product Manager

David, can you tell me where you are running into issues with the new integration?

October 08, 2012 15:31
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David Hyman
visiquate

Hey Steven

With the current integration you only have a few options. Either overwrite Zendesk (which confuses clients), overwrite JIRA (which confuses engineers) or don't pass anything (which doubles the amount of work needed to link the tickets). Ideally, I would like to have the ticket get created from Zendesk into JIRA, but then have the option to edit JIRA without worrying about the description or summary get overwritten every time a customer makes a comment.

When a ticket is "resolved" by a JIRA user, it is automatically closed in Zendesk. Which is ok in an ideal world, but it might be helpful to be able to configure this so tickets are not closed automatically. The main issues we run into is a ticket getting resolved prior to the fix hitting PROD(something we are trying to solve with a proper work flow, totally off topic) therefor closing the ZD ticket (our fix for this has been to disable the closed ticket notification)  and/or a ticket being reopened when a client responds to a closed ticket with "Thanks" this then reopens the ticket in both places.

Another thing that I haven't been able to figure out is how to make ZD not automatically assign a ticket as a Blocker. We take that priority very seriously and try not to over use it. However, every ticket linked with ZD automatically gets a blocker priority. 

Finally, the number of steps required to edit a ticket is a little much for my liking. I might be wrong with this work flow (if I am someone PLEASE let me know) but the steps I have to take for every ticket that is synced to JIRA is as follows:


  1. Open client ticket.
  2. Open ShareUI
  3. Choose JIRA project and subsequent fields
  4. go through normal ZD ticket activities. 
  5. Submit ticket.
  6. Reopen recently updated ticket to get the linked ticket in JIRA
  7. Edit the new JIRA ticket so the objective is clearly defined. The fields that need to be updated are: Subject, Description, Priority, Due Date, Assignee, Components.
  8. Then add myself as a watcher so i can follow the ticket (this isn't necessary but makes things easier)
With the old approach, you had 3 drop downs and the ticket was linked and you didn't have to worry about any of the overwriting funk that can be quite problematic with the current approach.
October 08, 2012 15:59
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Scott D'Aucourt
reaservicedelivery

Hey,

Does anyone know if it is possible to limit the Jira sharing options in ZD to a particular queue or group of users?  currently everyone can see it.  We have two Jira instances (one OnDemand and one internal) and do not want to get people confused and push tickets to the wrong Jira.

 

Also the question of syncing assignees still does not appear to have been answered - has anyone got this sorted or know how to get it to work?

Other than that the sync works well.

Thanks

October 09, 2012 17:44
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Tudor

I'm a bit confused, after setting up the conneciton with JIRA and Zendesk I can't seem to send tickets from Zendesk to JIRA, but I don't even get the menu to select the project in Zendesk.

If I am at the agent interface, logged in as an administrator and I createa ticket then select share this ticket to JIRA, nothing happens, BUT it does say Shared with JIRA @ https://binarystream.atlassian.net (outbound).

I am on the latest version of both Zendesk and JIRA, is the project selection still supposed to show up? Or is that in an older version? The documentation doesn't seem to up to date with the interface change or something....

October 15, 2012 16:04
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Tudor

I just read through all comments on this post, and I guess my issue above will be fixed once the integration for the new interface is finished? Steven any idea when this would be? We are evaluating JIRA and Zendesk and based on their integration we will decide whether to go with either and need an answer as to how it will work or when? Thank you!

October 16, 2012 10:16
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Mike Englebrecht

I'm experiencing the same issue that Tudor describes above.  After following the set-up instructions and successfully testing the connections, I create a ticket and attempt to share it with JIRA.  I've never experienced any previous interfaces, but I assumed that I would select the JIRA project, and designate an assignee (within JIRA, to send the ticket to).  However I do not get any sort of pop-up, etc., after selecting the project and I get a similar message: "Shared with JIRA @ https://tagstation.atlassian.net (outbound)."  I then log into JIRA and cannot find the issue anywhere.  I've since deleted the set-up, and was going to redo the steps, but noticed this thread and thought I'd add to it/plead for help before I move any further.  :-)  

October 16, 2012 11:54
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Mike Englebrecht

Just read some posts above and it looks like the new Zendesk, the JIRA integration does not yet support ticket sharing.  Per Steven, they are working on updating the JIRA integration in new Zendesk.  Looking forward to it!

October 16, 2012 12:01
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Tudor

Hi Mike, I agree that the integration does not work but it seems part of it is working. I posted my issue on the JIRA forums as well and someone replied that for them it is working, however, they can't select which project the ticket is going to...so its half working? I'm not too sure, on Friday I set it up and it worked as well (minus the project selection or assignee) but then I decided to redo everything as the first time was just a test and the naming wasn't the greatest....now I can't get it working again...

October 16, 2012 13:49
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James Cryne
keytime

Hi Zendesk

I seem to have successfully configured Zendesk & Jira.  The problem comes when I choose to share a ticket with Jira, the Projects list is blank, even though I have two projects setup in Jira. 
Any help appreciated as I've been spending too long on this now?

Thanks


James 

October 18, 2012 02:03
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Aghetti
sohnar

Hi,

We had most of the problem that you guys are describing and I after some days we finally get the solution.

The first and most important thing is to set up a Default Assignee in the Ticket sharing on Jira, this Default Assignee should be the username of a Jira Administrator. 

The second step that made the integration fully working is this one:https://confluence.atlassian.com/display/JIRA044/JIRA+Cannot+Create...

Regards,

Andrea

October 19, 2012 02:42
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James Cryne
keytime

Hi All

Thanks for the suggestion.  I've now got Zendesk talking to Jira if I fill in an existing JIRA issue, but I'm still not offered a Project or Issue Type.  We're using the web version of JIRA.
Anymore help appreciated.

Thanks 

October 19, 2012 04:43
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Joshua Frank
tesseractmobile

Hello,

We are currently evaluating Zendesk. I want to make sure that I understand this. Zendesk in the past had Jira integration but now it does not. Is this correct?

Thanks,

Josh

October 23, 2012 17:05
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Duran Goodyear

Josh, I've been following this thread for a while now.   Not only does the new version of zendesk break the previous versions support of "good" jira interactivity, (thats bad enough), the support team doesn't have a good answer as to when its going to get fixed.

I feel like I'm talking trash right now, but I kinda am.   The responses to this thread by Zendesk employees have been apologetic, and understanding, but I've yet to see any comment saying "hey guys, two weeks!"   or "We know, we're working hard at it..."  

Its a deal breaker for me right now as well.  We were ready to sign up all 6 of our employees (where I work) to have access.   But we won't if this doesn't get solved.

Zendesk, tell us this is being worked on,  I want to give you my money! 

October 23, 2012 17:56
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Jeff Callahan
mineraltree

In Step 6 when I go to configure the Authentication Link in JIRA I do not see any Authentication providers.

Is this an issue with JIRA or Zendesk?

October 23, 2012 23:02
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Steven Yan
Product Manager

Hi everyone, I totally understand your frustration with the missing functionality in new Zendesk. We try our best to estimate when fixes are released, but priorities do shift which can push feature development beyond what we originally estimate. We can do a better job of updating you all here when that happens.

I can say that development on the new Zendesk equivalent of the integration is under development right now.

October 24, 2012 08:31
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Joshua Frank
tesseractmobile

I am still not clear. Is Jira not working just for new users or for everyone? From what I have been reading it seems the classic interface works with Jira. Is it possible to downgrade to the version until the integration issue is fixed. Since it seems that the solution might not be coming soon.

We are currently evaluating Zendesk and chose it mainly for Jira integration. I am concerned that the existing Zendesk clients were using this integration and it was broken after an update to the new interface. That happens sometimes however, what bothers me is the length of time this problem has persisted. So I hope I am misunderstanding the events. This must be very expensive for existing clients that very relying on Jira integration.

October 25, 2012 13:17
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Michael B
panatrack

I share the same opinion. This is frustrating, as it was a key reason we signed up. Having no promise timeframe is most disconcerting.

October 25, 2012 13:21
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Anton Marinov

@ Steven - I am having the same concerns as David above with the newly created tickets - i.e. they are auto assigned as Blockers. This is not always true, in fact, it is rather seldom we use it. If you want to allow setting the priority/severity of the ticket, I think it makes more sense that the Zendesk agents selects it manually from a drop down list. They are the ones working with the end users and know the severity of the problem.

second, any idea why the user drop down list was removed when creating a ticket? I may still want to be able to select the person to assign the ticket to. Now i had to go back and change the default assignee for all my JIRA projects in order to address this.

The third thing I noticed is that JIRA status changes are not sent to ZD anymore. They used to be sent as messages and I have configured the ticket sharing as "Make public & private comments; sync status.", but the status updates are not sent anymore. This is bad, because then the ZD agent relies solely on the comments from the JIRA guys. The only thing they see is the ticket is Unresolved, which is not very helpful.

I hope with the new updates some/all of the above will be addressed, as I think most users will agree they are pretty important in order to be able to manage tickets properly.

October 25, 2012 13:34
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Paul Emery
itslearning

We're still using the old interface in zendesk and everything is configured correctly on both sides.

Comments and statuses are shared without issue, various custom fields update as they should so the integration is working correctly.

However, all shared tickets up until early october correctly display a link to the Jira ticket, anything since then just displays as 'loading' and never brings it through.

We use multiple project in Jira and move tickets between them which causes the ID to change, we can see these changes on the old tickets so the link is still working and active to update that field, any ideas?

 

Anton and David - have you created any mappings for your status?  We've created a severity field on zendesk (and hidden priority) which maps directly to our bug severity in Jira, this works perfectly for us.

October 26, 2012 01:15
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Anton Marinov

@ Paul - I have not created the field in Zendesk. I was considering the idea, however, I would like to avoid creating more clutter in Zendesk, we already have few custom fields. The confusion was that even though the status is supposed to sync it does not happen as a message anymore, while it did in the past.

Anyway, just my 2 cents on this :) Thanks for your feedback, I will take a look at this option if there is no other solution.

October 26, 2012 05:22
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Joshua Frank
tesseractmobile

We really need this feature. Is it possible to switch back to the Classic Interface until the new one works?

October 26, 2012 12:09
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Benoît LELEVÉ

Hi,

I have an issue with the Jira integration. Everything looks fine between Jira and Zendesk, but when I try to submit a Zendesk ticket to Jira, fields "Project" and "Types" are good but the "Assignee" one is empty.

Thanks a lot.

October 28, 2012 07:41
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Anton Marinov

@ Steven - I have a few questions, hope you can help me with some information:

1) Is there a way to show the user list in Zendesk when sharing a ticket? Is there a configuration for this or only the Project and Issue type are available to Zendesk?

2) With the previous integration, when a Zendesk user comments it was very clear in JIRA if the comment came from the agent or the end user:

Claudina Walter, May 24 11:09 am (EDT) (private):

which we do not see anymore with the new integration. Is this configurable, as it is very handy to have this, otherwise it is confusing and not that straightforward to figure out who the comments is coming from.

Right now all comments come as the Zendesk user in JIRA.

I hope you can shed some light on the above, so we know what to expect.

November 05, 2012 07:39
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Anton Marinov

@ Steven - one more thing that our support folks brought up today - when a Zendesk ticket is linked to JIRA ticket, you are not allowed to change the requester of the Zendesk ticket. However, as soon as you remove the link between the two, you can change the requester again.

Any idea what was the reasoning behind this? JIRA does not really need the Zendesk requester, so in my mind those should be completely separated and not be dependent and I should be able to change the requester anytime I want, the same way I was able to with version 1 of the integration.

November 07, 2012 13:48
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Jdonahue
connectfirst

Hello Zendeskians,

I recently ran into a problem with the integration after adding a new issue type to Jira. Zendesk can create issues of the new issue type, and the comments sync correctly, but the Zendesk widget fails to load the issue information for the Jira task every time. Other issue types are all functioning correctly. Anyone else ran into issues like this?

Thanks,

John Donahue

November 13, 2012 18:04
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Paul Emery
itslearning

Hi John

We have a similar problem.  If I create the link then it works perfectly, if anyone else in my team creates it then the widget just sits at 'loading' for eternity.

The link is correct and if I disconnect it and reconnect it it works fine.

It's really frustrating.

Paul E

November 13, 2012 23:57