JIRA App - Allow Sync of Organization and Requester

10 Kommentare

  • Ruben Cortez

    +1 vote.

    Would be very useful.

    What have you tried, Andru Fanger

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  • Stephen

    +1 would love to see the ability to sync the Organisation name.

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  • Raj Hazarika

    +1 . As a workaround i am thinking of pulling that information in a Custom Zendesk field and then use the Zendesk-Jira Integrations to sync those fields . 

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  • Jay (DO NOT DELETE)

    Raj Hazarika- I've attempted a similar workaround by leveraging a web hook to pull the organization name based on a trigger that's fired when tickets are created and updated but have had inconsistent results. 

    I'm also leveraging a jira automation to convert the text field addition into a tag to allow for multiple tickets from different organizations to be linked and successfully recorded. 

    Would you mind sharing how you approached the issue? Thank you so much! 

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  • Jordan Forsythe
    Zendesk Luminary

    +1 for this! 

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  • Dario Rivera

    Hey there!

    I totally get how syncing the ticket's Organization and Requester fields between your support platform and Jira would be helpful for your team. Having that information readily available in Jira can definitely make it easier for them to understand the context and run reports.

    In that case, you might want to check out Exalate. It's a fantastic synchronization tool that can connect various platforms, including Jira, and allows you to sync all kinds of data, like Organization and Requester fields. With Exalate, you can set up custom synchronization rules to map these fields to dedicated fields in Jira, making it super convenient for your team to access and analyze that information.

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  • David Gillespie
    Zendesk Product Manager

    Andru Fanger Ruben Cortez Stephen Raj Hazarika Jay Dubinsky Jordan Forsythe,

    Thanks for flagging this and apologies for the delayed response from Zendesk!

    I've captured this as a feature request for the Jira field sync.

    I'm curious if you've tried using a combination of triggers, custom ticket fields & the Jira field sync feature as a workaround?

    I'm thinking you could create a trigger which fires when a ticket is created or updated, and this trigger would then populate custom fields which captures the organisation, and then this could be mapped and synced to Jira using the Jira field sync. 

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  • Jordan Forsythe
    Zendesk Luminary

    Hi David Gillespie

    How do you make the trigger populate the custom ticket field with the organisation name automatically? If I try that, it looks for me to enter free text into the field name which wont be a viable option.

    Thanks! 

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  • David Gillespie
    Zendesk Product Manager

    Hi Jordan Forsythe,

    Understood. You would need to create a trigger for each which won't be scalable if you have many organisations you support.

    Let me dig into this more and see if there are any other workarounds.

    Cheers,

    David

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  • Anthony Checkas

    We would also find this very valuable and haven't found a mechanism to do this reliably with webhooks and custom fields as there could be many customers linked into the same Jira issue (in the case of bugs). It doesn't seem to like that based on the many-to-one limitations described around syncing in https://support.zendesk.com/hc/en-us/articles/4408825394458-Using-the-Jira-field-syncing-feature#topic_dmz_wc3_2z . A built-in like the way ticket id and case count is being handled would be ideal.

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