Setting up and using Zendesk for JIRA (Legacy) Follow

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103 comments

  • Avatar
    Emily Littlefield

    In the section of this article "Installing the JIRA app in Zendesk" the steps for installing the App are incorrect. There is no " click the Browse link under Apps" and there is no App called JIRA.

    When I search for JIRA there are two Apps that show up one for JIRA OnDemand and one for JIRA OnPremise. Since I am trying to create a connection with JIRA OnPremise I suspect I should be able to use the JIRA OnPremise App but that App says that it only supports JIRA 6.0.x to 6.4.x (any 6.4 version) and this article says that the integration supports JIRA Server 7.

    What Zendesk App do I use to complete this integration?

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    Sean O'Hara

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    Yuri Mylis

    Hi Emily and James,

     
    My name is Yuri and I'm the Product Manager at Zendesk for Strategic Integrations, including JIRA. I hear your feedback and as a matter our fact we've been running a version of our integration that is aimed at reducing clutter and improving the workflow between support teams and engineering teams for over a year and a half. 
     
    However that version had always only been for JIRA Cloud (On Demand). We are now about to enter a beta phase with his new integration for JIRA Server as well. 
     
    Let me know if you'd like to participate in the beta and I'll be in touch. 
     
    Thanks
    Yuri
     
  • Avatar
    Emily Littlefield

    Is there a way with this integration to stop the Zendesk ticket comments from showing up in the comments section of the JIRA item? I found a way for stopping the JIRA comments from showing in Zendesk comments but not the other way around.

    I want to have the linking show between the Zendesk ticket and the JIRA bugs but not share the comments because it ends up being too cluttered having all of the Zendesk ticket comments and the JIRA bug comments all in the JIRA comments section.

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    Jmallory

    The plugin has been Archived and will not show up in the marketplace. You need to follow the link the document provides or the one in the comments. You can then paste the "Download" URL into the UPM upload dialog.

    Wish the docs were more explicit about this.

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    Steven Yan

    Marc, Rosemarie, Russell, and Thomas: this morning we released v2.2.13 of the JIRA Server connector on the Atlassian Marketplace which resolves the issue you have all reported with tickets and comments not syncing. You can visit the Marketplace to download the latest version of the connector:
    https://marketplace.atlassian.com/plugins/net.customware.plugins.connector.zendesk.zendesk-connector-plugin/versions

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    Steven Yan

    Hi everyone, thanks for the information and we are making good progress -- our dev team is looking into what we think is the root cause. Thomas, related to the error you shared, we think the root cause is related to this. There's a value being passed from Zendesk into JIRA that is too large for JIRA to handle, which is causing the failure.

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    Brian Pavlovich

    I assume if we were on the Server version already, then we were automatically updated since I see this in the "My Apps" details:

    Version 3.0.0 - Last updated 6 days ago

     

    - it would still seem I have to reinstall it however, since we're getting Java errors:

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    Shubham

    We have been using an alternative from IntegrateCloud to synchronize Zendesk and JIRA comments and process. They have a nice tool to get going and they do provide custom customizations as well. Their integration and support team is very helpful and they helped us going live in a month with all the customizations. They have a free plan too if you wanna try it out.

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    Evangelos Vrocharis

    Steven, I know you just said that you can't share any timelines yet but what is some rough estimate for the development needed for "to bring the JIRA Server plugin inline with our JIRA Cloud plugin from a feature perspective " ?

    For example is it fair to say we shouldn't expect this within 2015?

    Not an urgent matter for us so we can wait but I'd like to know whether to just wait for the new plugin or whether we are a year off from that so it's worth bothering with the current one anyway.

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    Zin Kalvans

    Hi Alex,

    Yes indeed it is possible from JIRA onPremise installation.
    The steps are as follows:
    While in the issue: Select More (to expand drop-down menu) , go to Link. Then from pop-up window select Connector Link.
    Here you will see three fields Remote System > your Zendesk account, Remote Object Type and finally Remote ID which is a ticket ID you've created in your Zendesk account prior linking.
    You'll see new section appearing Issue Links where your linked Zendesk Tickets are visible.
    In order to link more Zendesk tickets to the issue just repeat the steps above.

    Best Regards,

    Zin

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    Maxime

    Hi guys

    The link to the beta can be found here: https://zendesk.wufoo.com/forms/zendesk-for-jira-server-v3/

    To engage with Yuri directly I'd recommend you follow the following thread that specifically talks about the beta:

    https://support.zendesk.com/hc/en-us/articles/203659916-Setting-up-and-using-Zendesk-for-JIRA-Server-OnPremise

    Thanks!

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    Steven Yan

    Marc, I don't have an ETA yet, but our support team has been engaged with our development partner over the weekend to troubleshoot this.

    Russell, I'll let you know if we need more examples of logs.

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    Klaus Gotthardt

    @Amie B. It is only possible to share tickets with Jira. This is due to the fact that an app is used to integrate the two system. The app lives on the ticket screen in the app sidebar within the agent user interface.
    It is not possible to share forum posts with Jira.

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    Austin Nichols
     Yuri! Can you please contact me as well to be apart of this beta?
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    Yvonne Martinez

    Hi Ace!

    Thank you for taking the time to raise this issue with us following your screenshare. Immediately following our call, I submitted the changes to be made to our Documentation Team. I apologize for this inconvenience, and appreciate you letting us know so we can fix it!

    Thanks!
    Yvonne

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    Dan Ross

    Hi Yuri,

    We're excited to see the OnPremise integration updated with improved functionality. Any idea when that release timeframe is targeted for?

     

    Thanks!

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    Yuri Mylis (Edited )

    Hi everyone, 

    I've very pleased to announce the new JIRA Server integration.

    The JIRA Cloud and the JIRA Server integrations have been consolidated and now share the same Zendesk app.

    There are lots of great features and I encourage you to evaluate and upgrade

    https://marketplace.atlassian.com/plugins/zendesk_for_jira/server/overview 

    More details available here https://support.zendesk.com/hc/en-us/articles/220316887 

     

    Thanks 

     

  • Avatar
    Aleksandr Kiselyov

    Hello, Zin

    Thanks for the information.
    Just to clarify:
    there is configured association between jira project and zendesk account1
    so I have another one zendesk account (account2)

    I have to link each jira issue to object on account2 manually, correct?

    Is it possible to setup "jira project to many zendesk accounts" links to avoid manual linking?

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    Russell Grocott

    We would also like to participate in the beta. Can you describe any other features that this will offer?

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    Mike Heaps

    As an alternative, we use the Zendesk/Jira integration provided by IntegrateCloud, www.integratecloud.com.  We operate two instances of Jira, one on-premise and one in the Cloud, with our single Zendesk instance feeding both, depending on branding. Their team provided all of the support that we needed when setting up the integration to our Jira instances and is always very responsive to questions and requests for assistance. The IntegrateCloud integration works great for us.

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    Emily Littlefield

    @Yuri Mylis - 

    Yes, I will gladly take part in the Beta. Thank you,

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    Andres Yie

    Hi, I trying to setup the Jira/Zendesk integration. However when I change my Jira Status to "Done" it doesn't change the Zendesk status. I can see the new Jira status in the "Shared" box in the right side of Zendesk but the status of the ticket doesn't change. The ticket sharing agreement was created with the option of sharing the status.....

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    Andrey (Edited )

    Please add me to the beta-test.

    We cannot use this integration with autocomments in Jira by Zendesk

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    Cassandra Targett (Edited )

    I'm also seeing the error intermittently "org.codehaus.jackson.JsonParseException: Numeric value (2248489097) out of range of int". It seemed resolved a few weeks ago, but as we find issues that have dropped through the cracks the past couple of weeks, this error appears to be behind it.

    This integration has been so problematic. We rely on it for effective communication between our front-line and development teams, but it mysteriously breaks all the time with no warning to the ZD users that it's broken. There has got to be a way to make this consistently reliable.

    edit: I noticed after writing this that an update to one of the add-ons on the JIRA side was available. After applying that update the one issue that I had noticed that wouldn't share is shared, so I have no known examples of this being broken at the moment. The point, remains, however, that I have no idea when or where or how this is broken, but experience has taught me that it probably is and I'll only find out when it's an emergency and customers are unhappy.

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    James Porter

    is there a way to stop the comments from synchronising? We want to display JIra info on tickets and visa-versa, but our Developers are not interested in seeing all the client communication in the Jira comments section - thanks

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    Jmallory

    Was about to migrate from pivotal to jira until I got to page 11 and saw that jira 6.4 isn't supported. I know that it say 4.4 - 6.3 but docs are out of date all the time. It would be nice if it was clearer that Jira 6.4.x is not supported and no ETA is available. I couldn't imagine the bummer it would be if someone upgraded and forgot to check compatibility of their plugins.

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    Tim Cambra

    @Yuri Mylis please add us to please to this beta. We have been waiting for sometime to test the new integration for On Premise.

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    Sean O'Hara

    @maxime & @yuri I would love to get into this BETA, as we've migrated to the OnPremise and the old school ticket sharing from this doc is just a bit lackluster in the feature department!

     

    Maxime's link for the Wufoo link appears dead, I'm guessing the beta is done? Any updates or other threads/community posts we can get in on to start testing this now?

  • Avatar
    Rose (Somma) Cruz

    v2.2.13 of the Zendesk Connector for JIRA (on premise) works for us, however the connection test in JIRA appears to fail. Error:

    Failed to establish connection to remote system. A sharing agreement exists between this JIRA instance and the Zendesk account, however the agreement has not been accepted, it is currently in an 'deactivated' status.

    Yet the agreements are active/accepted in both JIRA and Zendesk. I have ticket #1275993 open with Zendesk to determine the cause. Has anyone else experienced this?

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