Any suggestions to update due date automatically

8 Kommentare

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Sidd,

    You might have to do this from the Jira side - 

    As a Jira admin, go to Manage Apps, find the Zendesk app and click Configure

    Then go to Field Mapping and you can do all kinds of fancy things there. What's interesting to me is I can't seem to find the Zendesk "Due Date" field to sync over to but I can find custom Date fields. I have a feeling it's either because we don't use the Due Date field on our Zendesk or because that's not an option in the sync.  

    If it doesn't show for you either you may need to use a different date field to achieve what you're looking for:

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  • Rolf Hayes

    I checked out this post as I'm also looking for a way of updating or changing the due date in ZD.  However we don't use JIRA and really need to find a way of updating it natively or with a simple app.

    Any ideas?

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  • Dane
    Zendesk Engineering
    Hi Rolf,
     
    If you are pertaining to the task due dates, you can always change it as long as the ticket is not yet on Closed status.
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  • Rolf Hayes

    Hello Dane

    I can't seem to find how to change the due date?  Can you help me, can I get the due date field displayed in the form as viewed by an agent?

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  • Rolf Hayes

    Hello Dane

    To describe our case further, the Due Date field is the only one that can have an automation that will run # hours after the date.  Our custom date fields don't have this feature enabled for them.  Hence I am looking to change the due date field to match or be in place of one of our custom date fields to make use of this for an automation.

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  • Dane
    Zendesk Engineering
    Hi Rolf,
     
    I understand that you are not using JIRA integration. Hence, I presume that you are only using the Due Date ticket field once the ticket type has been set to Task.
     
    You can freely modify it as long as the ticket status is not Closed.
     

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  • Rolf Hayes

    Thanks Dane

    Correct we aren't using JIRA.  We use Zendesk only with incident tickets.  Is this the reason we can't see/change the due date?  If they were tasks then that would be different I assume?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Rolf Hayes,

    Yes, the Due Date field only shows for Task type tickets! Not Incident tickets (frustrating for me too!)

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