Setting up and using Zendesk for JIRA (Legacy) Follow

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103 comments

  • Avatar
    Matthew Dunn

    @Steve, it sounds like this is something you could accomplish with a trigger in Zendesk. As long as you add a comment in JIRA with a word or string you can key the trigger off of. When you mark an issue as fixed you can add a word or phrase to the comment which the trigger can look for and use to reopen the ticket.

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    Amie B.

    Is there not a way to create a new Jira ticket from a forum post? It is only possible to do from Zendesk tickets?

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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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    Jake Bantz

    @umair,

    Our Developers are actively working on getting support for 6.4 JIRA Server and will release an updated package as soon as the work has been completed. I do not have a specific ETA on when this will be released but our Product Team is working on getting it done.

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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 I know that it say 4.4 - 6.3 but docs are out of date all the time.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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    Steven Yan

    Hi everyone, I'm happy to announce that JIRA 6.4.x support for JIRA Server users is now available on the Atlassian Marketplace: https://marketplace.atlassian.com/plugins/net.customware.plugins.connector.zendesk.zendesk-connector-plugin

    You'll want to download the 2.2.12 version of the plugin.

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    Jmallory

    @stephen It failed to install on my server via UPM. It says to refer to the logs but I'm not finding anything in any of the logs. Do I need to make any changes to the logging levels?

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    Jmallory

    Nevermind, UPM didn't like the file I downloaded so I tried the download link URl and it worked. Yay!

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    David Hyman

    When I search within the marketplace of my JIRA the plugin doesn't work. Any ideas on how to get it to show up?

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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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    David Hyman

    oh ok. And seriously +1 about this being explained better in the docs! I almost downloaded the wrong plugin!

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    Steven Yan

    Thanks for the feedback Jmallory and David. I've updated the instructions to state that the plugin listing is not searchable from the Marketplace.

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    Tim Cambra

    Now that Atlassian will not be releasing there "New Framework" Connect for on premise, what is Zendesk response to this? I know we have been waiting for over a year now for Zendesk to release a updated version of the integration plugin. Disappointed we waited so long to be let down.

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    Steven Yan

    Tim, we've recently been in contact with Atlassian on this topic. We understand their business reasons for this decision and, while it's not the decision we were hoping for, having complete clarity on the situation is valuable to us and we can now move forward.

    I can't share any timelines or details yet, but I can say that our first goal is to bring the JIRA Server plugin inline with our JIRA Cloud plugin from a feature perspective and get to a point where we can improve the plugins based on a shared roadmap. Without Connect this will take more development effort, but we want to make sure we deliver an equally good experience on both platforms.

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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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    Steven Yan

    Evangelos, we don't expect it within 2015.

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    Rose (Somma) Cruz (Edited )

    I tested and upgraded to v.2.2.12 of this plugin. Days later we noticed some of the Zendesk tickets we share over to JIRA are not synchronizing. This is the error message:

    An error has occurred while fetching from the remote system: org.codehaus.jackson.JsonParseException: Numeric value (2162757378) out of range of int at [Source: java.io.StringReader@1dee755e; line: 1, column: 3094]

    I submitted a ticket to ServiceRocket earlier today and haven't heard back. Just want to share my pain and see if anyone else has experienced this.

    UPDATE:

    According to this Atlassian JIRA bug: https://jira.atlassian.com/browse/JRA-44530 and this Atlassian App Links bug: https://ecosystem.atlassian.net/browse/APL-1283 - there were known issues with the Zendesk Connector in Applinks Product Plugin 4.3.9 that were resolved in Applinks Plugin 4.3.10. We have this version as a result of upgrading to JIRA 6.4.11, but still have issues. I may submit a ticket to Atlassian because they seemed to address it fairly quickly.

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    Marc Tucciarone

    @rosemarie

    We are encountering the same issue that you are having with Out of range of int. we had not made any changes to our Jira instance and the exact same thing happened to us. We are running Jira 6.4.0 we tried to upgrade to the latest zendesk connector plugin but had no success. We have also rebuilt the connector many times with no success. Have you had any luck in resolving this issue ?

    Any help would be appreciated as this issue is casing a significant disruption.

    Thanks.

  • Avatar
    Russell Grocott (Edited )

    @rosemarie
    @marc

    We have been experiencing this issue since Thursday last week.

    • Jira Version: 6.4.3
    • Zendesk-connector-plugin Version: 2.2.12

    Has anyone been able to find a workaround for this?

    Upgrading Jira, downgrading plugin versions etc?

    Presently, we are unable to create new tickets in Jira from Zendesk using the sharing option. Instead we have to first create the ticket manually in Jira and then link to the existing ticket.

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    Steven Yan

    Rosemarie, Marc, and Russell, we are working with our developer for the JIRA Server connector to troubleshoot this issue. We're currently working on gathering logs from affected customers to diagnose the issue and we understand how serious this is for you.

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    Marc Tucciarone

    @steven

    Is there any way to gauge what the ETA would be on a fix ?

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    Russell Grocott (Edited )

    @steven - Thanks for the quick response.

    Please let me know if you would like us to provide logs.

    We're seeing a lot of this:

    /plugins/servlet/zendesk/sharing/tickets/4bf6279270fefd62a3ca4485b82ffe47ed01798f [connector.zendesk.servlet.TicketServlet] Error occurred while trying to pull updates!

    Registering failure for stream provider Zendesk Application Link due to error other

    And this:

    org.codehaus.jackson.JsonParseException: Numeric value (2171126487) out of range of int at [Source: java.io.StringReader@3fbb868d; line: 1, column: 3409]

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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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    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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    Rose (Somma) Cruz

    @StevenYan, I have submitted Request #1275150 regarding open case #6086 with ServiceRocket. We have the same errors as @RussellGrocott. JIRA v6.4.12, Connector v2.2.12. It's my understanding that its not possible to downgrade JIRA on premise, therefore we are stuck with this defective connector. I have provided the screenshots and debug logs requested by ServiceRocket, and would be happy to put them in touch with our hosting partner or get on a call to help resolve.

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    Rose (Somma) Cruz

    @Russell & @Marc, did some more troubleshooting this afternoon. After deactivating/reactivating ticket sharing several times, the connection between Zendesk and JIRA can no longer be established. Have another ticket open with Zendesk to help restore. ServiceRocket has requested a screen-share session with me for tomorrow (Wednesday 10/7) but have to get the connection working first. When things are bad, remember, they can always get worse!

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    Thomas Ploof (Edited )

    Steven Yan | Is there an update on the fix as none of our Zendesk tickets are going into JIRA. This is becoming a real problem between support and development for us.

    This for the issue reported for org.codehaus.jackson.JsonParseException: Numeric value (2171126487) out of range of int at [Source: java.io.StringReader@3fbb868d; line: 1, column: 3409]

    Nothing is making into JIRA and nothing is making it to Zendesk (even for tickets that were originally created before this started happening).

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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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    Steven Yan

    Hi everyone, thanks again for your patience. We have a fix that we're preparing to release to Atlassian Marketplace. I'll update again here when it's available.

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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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