Forums/Community/Community tips & tricks

Redmine Ticket Escalation Widget (Zendesk Classic)

Peter Huang
posted this on January 23, 2012 05:21

Redmine Widget for Zendesk

Zendesk and Redmine are becoming two vital systems for us, and with the new version of Zendesk API available, I've updated the integration app.

  • Allows ticket creation then linking to a pre-defined Redmine project
  • Allows subject, description, tracker and priority to be customised before submission
  • The support ticket description is used as issue body
  • Redmine issue status and basic info is displayed
  • Redmine issue can be linked/unlinked with the support ticket
  • Back-link: you can see which Zendesk ticket(s) a Redmine issue is linked with

Old Zendesk: http://www.pastie.org/3236649 (Excuse the bloat)

New Zendesk: see attached ZIP

Configuration

  • Title: self-explanatory
  • redmine_url: without the trailing slash
  • apiKey: the Redmine user account  API key Zendesk will act with
  • zendeskPrefix: if you'd like to prefix the Zendesk ID in Redmine's back-link field
  • redmineIdFieldId: a custom ticket field needs to be created in Zendesk to hold the Redmine ID
  • redmine_zdfieldid: a custom issue field needs to be created in Redmine to hold Zendesk IDs

Known Issues:

  • Redmine API requires a PUT to update issues.  So this means the back-link feature doesn't work when linking a ticket to an existing Redmine issue.  PUT method isn't supported by Zendesk's proxy (nor its CORS implementation), see: https://support.zendesk.com/entries/22014007-proxied-ajax-requests-....
  • Can't seem to make it load the Redmine data on ticket open without clicking refresh - I'd be glad if someone can fix it.
  • We're only on Redmine 2.1, no support for Priorities in the API (available in 2.2, current stable is 2.3) so priorities are hard-coded.

 

 

Comments

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TJ Baker
joomlashack

Brilliant!  Thanks for sharing!!

February 10, 2012 21:57
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Brian Cipriano

Awesome! Exactly what I was looking for.

Has anyone been successful in getting this to work with redmine_base_url="" and use_ssl="true" ? I'm getting 404 errors when I try to use this extension with those settings.


May 21, 2012 10:37
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David Love-Brice

I really like this idea (we're currently deciding between Redmine & Chili Project), but what about the ability to also reverse some of the information?  Or would that need be done on Redmin/Chili?

 

When a bug fix is implemented on R/C the ticket is closed with "resolved" (or final action maybe) the ability to then create it as a part of the ZD Knowledge Base.  e.g.
Bug:  Landing lights don't appear 10 m from runway
Fix:  Coded lights, updated patch 1.5
Status:  Resolved
When you tell it that it is resolved an option to appear to (checkbox) update ZD as Knowledge Base (forum) article

Or as is most of the case it is user error so the resolution may be different.

Great plugin idea - will it work with Chili Project if we choose that option instead?

June 13, 2012 20:00
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Ajit Kumar

Hi,

I am new to ZenDesk and would like to know the steps to install this widget in ZenDesk.

 

Thanks in advance!

Ajit

November 08, 2012 22:32
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Darrin Winning

Has anyone used this with the ZD Lotus? It appears widgets can't be added to the Agent View?

November 22, 2012 07:54
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