custom field to reflect changing SLAs

Beantwortet

5 Kommentare

  • Nicole S.
    Zendesk Community Team

    Hey Boris - I'm going to move your post over to Q&A 

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  • Jessie Schutz
    Zendesk team member

    Hi Boris!

    I'm going to check with some of our Product Champions to see if they can help you out with this. Stand by!

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  • Becca
    Zendesk team member

    Hey Boris - 

    Thanks for the feedback on this! I see you submitted a ticket about this as well and a member of our Tier 2 Support team partnered with our Jira Product Manager to get their thoughts on this workflow. My apologies that the Jira integration does not currently support this workflow but it does look like feedback our Jira team is taking into consideration for future product enhancements. Thanks again! 

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  • Boris Krutiy

    Thank you for the update. Is there a workaround. If the JIRA integration does not support this, can it be done in ZD natively?

    You and I are both in support and know that having a feature implemented can take a long time. I am not arguing that point. What I would love to see in the interim is a workaround that would do this via custom field. Here is an example...

    1 - Create a custom field in JIRA called Zendesk SLA Due Date. 

    2 - Create a custom field in Zendesk (date field) named SLA Due Date. 

    3 - Create a trigger/automation that will populate the SLA Due Date custom field. (I do not see a way to do this or if it is supported). 

    4 - use the JIRA integration to map the ZD custom field to the custom field in JIRA (this will likely populate the custom field in JIRA the first time but not sure if it will update through integration everytime the SLA changes in ZD).

     

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  • Becca
    Zendesk team member

    Hi Boris - 

    I have been exploring the options for this workflow and unfortunately it does not look like this would be some easily doable using native triggers or automations. Triggers and automations cannot detect current SLA policies in the way required to then set a due date field. 

    The only option I see would require custom development work. In theory, you could build a Zendesk ticket sidebar app to get the current ticket SLA policy and its time metrics from the Ticket Audits API to then have the app set the custom due date ticket field that is syncing to Jira. 

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