Using the JIRA field syncing feature Follow

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16 comments

  • Avatar
    Jennifer Zou (Edited )

    Hello Yuri,

    Update:

    This issue has been fixed!! Thank you very much!!

    ---------------------------------I am a beautiful line-----------------------------

    This works! But I found a problem that is the Status field in JIRA does not map the exact value to Zendesk. For example: JIRA Status is Open, then the "JIRA Status" field in Zendesk shows "To Do".

    Do you have any idea how to fix this issue?

    Thanks,

    Jennifer.

  • Avatar
    Joel P

    Hi Yuri,

    This is a pretty great integration. I'm using it and liking it.

    I have found two or three fields that would be super helpful to sync:

    - Zendesk Ticket ID
    - JIRA Fix Version
    - JIRA Sprint

    Would it be possible to add these as options on the field mappings?

  • Avatar
    Jennifer Zou

    Hi Yuri,

    I agree with Joel, if this integration can link:

    JIRA Fix version 

    JIRA Affects version

    JIRA resolution

     

    That would be great!! However, from what I can see, I cannot map these fields...

     

    Thanks,

    Jennifer.

  • Avatar
    Yuri Mylis

    Hi Jennifer,

    We've added support for the Status field, so hopefully it will do what you need.

    As for the other fields, I want to point out, that if all you wanted is to see this fields in Zendesk, you could expose them via our panel app. https://cl.ly/3w1n0A0r1L1C

    It will fetch the data dynamically from JIRA without syncing it to Zendesk.

    Syncing is useful if you actually need to store the data in the other system, for reporting purposes for instance.

  • Avatar
    Joel P

    Hi Yuri,

    My purpose for syncing the Fix Version or Sprint is to query tickets in Zendesk that are scheduled for release in specific versions.

  • Avatar
    Marcel

    @Joel we are using it for the same purposes. For linking to an existing problem it's great, but creating a new issue based on a ZD ticket still requires my team to load the ticket again in Jira afterward to put on the finishing touches. 

  • Avatar
    Yuri Mylis

    @Joel, thanks for explaining. It makes sense. I'll be looking to add these two fields in the near future.

     

    @Marcel, which fields are you manually adding to the JIRA issue? Did you know you can define which fields appear on the issue creation form in Zendesk?

  • Avatar
    John Collman

    Hello Yurl,

    Could you also add the JIRA IssueKey to the list of System fields? Similar to the above, we need to be able to report from the Zendesk side which customers have reported which issues.

     To be specific, I have a custom field in Zendesk called JiraID, and I would like to automatically sync the issue key to that field, so I can use Insights/GoodData to pull out which issues a particular user/organization/set of organizations have reported.

    Also, I can report on the growth of reports of that issue over time. (Yes, I know that I can now do that in JIRA using the Zendesk Ticket Count Field, but I can't segment it by region, for example)

    John

  • Avatar
    madis.uudam

    Hi Yuri,

    I understand you added the possibility to link Jira Status to ZD not the other way around?
    Would it be possible to link ZD status to Jira? It's not listed in the system fields: https://cl.ly/1f2e092b0Y1Z

    Madis

  • Avatar
    Yuri Mylis

    @Madis, thank you for the feedback. We will look into adding this field shortly.

  • Avatar
    Dan Ross (Edited )

    I'd also second John Collman's feedback. We need a way to report on the issues in Zendesk.

    Right now there's no good way to report on the tickets(and their properties) tied to a particular issue. Even if we could map the JIRA issue key to a Zendesk field, it might cause problems for tickets with multiple issues linked to them.

    The problems I can see the today if we could sync the issuekey are:

    1) Overwriting the issuekey field in zendesk with the key of the most recently synced issue

    OR

    2) Appending it in the field, but that will present issues as it will be a unique value to GoodData, which would fragment the results.

    Perhaps the best solution would be to add the JIRA linked ticket data as an object in GoodData itself? Other Zendesk apps, like the Time Tracking App do this, and I think this would be a great feature to the JIRA integration.

    Thanks!

  • Avatar
    John Collman

    @ Dan Ross

    You bring up a good point "about linking to multiple JIRA issues and the values getting overwritten-  Our business process is such that we should only ever have one JIRA linked per ticket, but I could definitely see that being a problem for other workflows. 

    It depends how the "JiraID" custom field metadata is stored - most of the field attributes on a ticket are stored as a tag, so it MIGHT be possible to have multple JIRAIDs saved on a single Zendesk ticket. 

  • Avatar
    Marcel

    @Yuri Mylis

    Thanks for touching base. Yep, I believe I know you can add new fields which appear, but ones i'm requiring aren't available, even after enabling them in the zendesk plugin settings (Sprint and Fix version actually), I'm still not seeing them in the create ticket popup. Might have to do some more digging on the jira side. 

     

     

  • Avatar
    Tara Whittaker

    We would also really love to be able to sync the JIRA issue key to a custom ticket field in Zendesk that we're already using to track, search, and report in Zendesk so that we don't have to paste it into two places in our tickets. 

  • Avatar
    Jennifer Zou (Edited )

    Hi @Yuri,

    I totally agree with others. JIRA Issue Key is a very useful data for my organization. Checking each ticket's app panel is not a easy thing to do, because there are more than 100 tickets... It would be so much easier for my organization, if data is stored in Zendesk, all we need to do is create a view. 

    Again, I think mapping the following fields would be very helpful for us:

    - Affects Version (label type field, system field)

    -Fix Version (label type field, system field)

    -Resolution (single selection list, system field)

    -Issue Key (System field)

    The reason I need these data is that Affects version, Fix Version and resolution can tell us what versions/products will be affected and fixed. Resolution provide us a general fix solution. We can know whether this issue will be fixed or not, or maybe this issue is a duplicate of another issue. Issue Key can tell me what JIRA issue is linked with this ticket. Issue Type can tell me what kind of issue is it. 

    These data are very important information that everybody cares, I understand that we can check the app panel to get the data. However, it takes a lot of times to go through all the tickets... My organization currently have 140+ tickets. Managers and agents may want to know the info of linked JIRA anytime, but it is not possible for them to go through every ticket and click app panel...

    I would really appreciate it if you can enable field mapping of these fields...

    Thanks,

    Jennifer.

  • Avatar
    Yuri Mylis

    Hi everyone, quick update and some good news. Based on customer requests, today we've added support for 3 additional fields: JIRA Fix Version/s, JIRA Sprint and Zendesk Status.

    This means these fields can now be synced using the integration.

    We've also started work on the JIRA Issue Key field, so hopefully you won't have to wait much longer. 

    Thanks for providing feedback!

    I'm also closing this page for comments to make updates more centralized. Please post comments on https://support.zendesk.com/hc/en-us/articles/203660206

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