Using the Zendesk for JIRA integration Follow

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150 comments

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    stefaan ponnet

    We are using JIRA 6.4.5 on premise. According to the documentation of the plugin Jira up to 6.3 is supported.
    Will it also work with our 6.4 version ? Has this already been tested ? Or can anyone confirm this ?
    Thanks !

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    Name

    Not sure if this has been raised, but the integration doesn't seem to be workflow friendly. I was hoping that when an issue in JIRA is closed, that it would automatically create an internal comment to the Zendesk ticket.

    Also, the placement of the Zendesk widget/section in the JIRA issue doesn't seem very efficient or intuitive. Having it more inline with the standard comment section would make more sense. Maybe add a checkbox next to the "Add" button in JIRA and label it "Add comment to all linked Zendesk tickets."

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    Matthew Dunn

    @Matthew, at this time there is no support for automatic mappings been Zendesk and JIRA with the V3 integration. However, I'll make sure our product team sees this as it may be something that can be added in the future.

    @stefaan, I think your question may be meant for the OnPremise thread here: https://support.zendesk.com/hc/en-us/articles/203659916-Setting-up-and-using-Zendesk-with-JIRA, but to answer your question we don't yet support 6.4 and I believe you will likely have issues if you try to integrate with it using an older plugin. However, we are looking to support 6.4 soon.

    @Allen, you can update tickets when a JIRA issue's status changes using workflows: https://support.zendesk.com/hc/en-us/articles/203660226-Updating-a-ticket-when-the-status-of-a-JIRA-issue-changes. Im not sure if you're running into issues with this or if the above article doesn't address your concerns.

    With regards to the placement of the Zendesk widget, I'll point this out to our product team so they are aware of this concern.

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    Mario Valdes

    Hello, I've installed the Zendesk for JIRA Cloud integration and I've been able to create new JIRA issues from a Zendesk ticket without problems. However I've not been able to link an existing JIRA issue to a ticket in Zendesk.

    Every time I click the "Link Issue" button the corresponding pop up appears but not matter what I type in the "Link to that issue" button is shown disabled (I've tried pasting the direct link to the issue in JIRA, the name of the project, the key of the issue, etc. but nothing), how do I activate it? Am I missing something?

    Example of the disabled button: http://www.awesomescreenshot.com/image/420531/3fa0e640b69bfacf8c2ce3a7c6ef4c66

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    Matthew Dunn

    @Mario it looks like you may be entering the issue id incorrectly. Generally the issue id is an abbreviation for the project (a key), a dash, and the id #. For example, my test project is called "Zendesk Project", the key is "ZP" and all the issues in the project are formatted as:

    ZP-12
    ZP-13

    Etc...

    The length of the key in JIRA appears to be 10 characters, so I suspect the value from your screenshot may not be the actual issue id.

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    Mario Valdes

    @Matthew thanks for the response. I actually did some more testing and the problem occurs only with one of my projects, the one which key is "WEBAPPLICATION". My other projects have smaller keys so I was wondering if that could be the problem?

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    Matthew Dunn

    @Mario, I see, it actually looks like the length of the key is a setting in JIRA. The default key length is a max of 10 characters, but it seems yours may be set higher. I was able to replicate your issue when I tested this with a project that I created with a key length of 15. I am going to create a ticket for you so that I can follow-up with my development team to see if this is intended behavior or not. See you in the ticket shortly.

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    Mario Valdes

    @Matthew thanks!

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    Robert Cwicinski

    Hi you all,

    just tried to read all of the comments to find a solution ... I'm not sure 100% if that was already mentioned...

    1 - Is it possible to push all incoming comments on tickets from Zendesk to Jira? Or does that has to be done manually using "Benachrichtigen"/"Notify"? If a customer comments and the ticket is already transferred to JIRA the developer doesn't get this information.
    Is there a workaround for this using automations or triggers?

    2 - After transferring an issue from ZD to JIRA none of the APIs shows the ID of the other system (no JIRA-ID in Zendesk API / no ZD-ID in JIRA). We are using that because in the past we had some problems getting both systems in sync:
    i.e. Reopen in Zendesk on a already closed Ticket in ZD didn't reopen it in JIRA
    Here we managed a custom reporting based on Reporting Services to get informed about the issue. Thats also because not every status/workflow info could be used in the mapping or it did not work.

    Now we got the notification "Atlassian to remove Zendesk v2 integration from JIRA Cloud on July 27th". So now we are forced to migrate from V2 to V3. Not sure what to do at the moment.

    Regards,
    Robert.

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    Alex Zlatkus

    Anyway to get rid of the headers below when notifying Zendesk from JIRA or vis versa? Or even make them smaller or in different font:

    -- This notification was sent from JIRA JTZ-4 to all linked Zendesk tickets by JIRA Support [Administrator]. --

    -- This notification was sent from Zendesk ticket #5364 to all linked JIRA issues by Zendesk Support. --

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    Matthew Dunn

    @Robert, currently the V3 integration has only manual push of comments between the two systems. However, for issues linked to tickets there is a "Zendesk" tab which shows all ticket comments. Screenshot for reference: http://imgur.com/3KDn2oB

    As far as the JIRA ID, we don't have a public API for the integration so the only way to pull this currently would be to manually populate it into a custom field on ticket escalation.

    @Alex, there is no way to remove or alter this text currently.

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    Robert Cwicinski

    @Matthew
    Thanks for your response.

    IDEA 1:
    Could it be possible to directly get the "Zendesk / Updateddate" into JIRA. So the developers could at least see there is something new in Zendesk and then manually look on the "Zendesk-Tab".

    IDEA 2:
    We could automate in Zendesk to send a mail to JIRA (jira@<installname>.atlassian.net), when there is a comment in Zendesk. Here we would need the "Jira-Ticket-Number" in the Subject so JIRA could map this mail to the right Ticket. Is there a possibility to handle this?

    IDEA 2B:
    The Agent who transfers the Ticket to JIRA via V3-Integration puts down the JIRA-ID in an additional field on Zendesk (we already have one - which was populated automatically via V2-interface). We could use this then for the auto Email.

    IDEA 3:
    Will the V2 be shutdown or is it simply no longer supported?

    Thanks in advance and regards,
    Robert.

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    Alan Jiménez

    I have just set up "v3" of JIRA integration - working on phasing out v2 in a bit of a rush.

    I have seen another entry of someone getting the three green dots perpetually blinking around, and I am also getting this.
    I've also seen that you think this is due to us not following all the steps in your guide, but I did. The app installed in ZD, and When I share an issue to JIRA (by creating a new issue from ZD issue), the issue is actually created in JIRA, but the link never seems to get established.

    I've tried twice now with two different issues, and I have two "orphan" issues in JIRA that just won't link to their ZD "parents".

    Any idea what is going on?

    Also, whatever happened to mappings? Do they still work? I have some field IDs in ZD that should map to JIRA fields that have different IDs - will this still work?

    /Alan

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    Andrew Blumhardt (Edited )

    Edit: I see the post above now, and also think there needs to be a way to automatically push all zendesk comments to Jira

    I have the new plugin setup and its able to trigger the status changes for the ZD tickets. However, comments are not staying in sync. Is there a method to push all comments made on a zendesk ticket into Jira? Or is this on the product road map?

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    Robert Cwicinski

    Hi Andrew,

    I raised a case at Zendesk support for that.

    Also thought about putting JIRAs in E-Mail in CC - but then somebody had to change the ticket-title in Zendesk to contain the JIRA-ID. - Also not the best solution because everything would then be archived in JIRA - also comments that came from JIRA initially.

    Robert.

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    Karyn Tooke (Edited )

    Hi,

    I cant see from the conversations whether this has already been raised... in the 'Creating a JIRA issue from a ticket' section step 5 to Click Create Issue, how do I add custom fields to the Create Issue screen? I have ticked the boxes for Summary & Details which allows the fields to be displayed in the Jira App after raising but not when trying to raise a new Jira ticket?

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    Jessie Schutz

    Hey Alan!

    I see you're getting some help from one of our Support Advocates on this in a ticket. Let me know if you need anything else!

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    Jeremy J. Reyes

    @Karyn can you please try setting those custom fields to required in JIRA > Admin > Issues > Fields > Field Configurations

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    Alex Zlatkus
    1. Is there any way to limit users from linking/unlinking/creating JIRA issues from Zendesk based on user role. We do not want light agents to be able to use this functionality, just to be able to see the JIRA info.

    2. Any way to not have Jira_escalated tags and labels?

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    Karyn Tooke

    Where the screenshot shows point 4 Enter the details about the issue, how do we edit this view to include our custom Jira fields?

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    Matthew Dunn

    @Alex,

    1. There isn't a way to limit this functionality currently. On the manage apps page you can limit access to the app by user role, but as long as a user has access to the app they can link/unlink/create issues.
    2. The jira_escalated can't be removed from the integration at this time.

    @Karyn, to add a custom field to the create issue screen it needs to be a required field and it needs to be added to the default issue creation screen of all your projects.

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    Karyn Tooke

    +1 on removing the jira_escalated label, our colleagues have assumed this label implies it should be prioritised over all other tickets and this is incorrect.

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    Alex Zlatkus

    @Matthew
    -Is there any way of inserting the JIRA ticket link into a custom field so that it can be displayed in other areas of the ZD app?

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    Roberto Aiello

    @Alex, unfortunately that is not possible.

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    Brian Pavlovich

    Any known cause / solution to this error we are suddenly getting?

    "The field Assignee is not supported. The issue creation process won't work."

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    Matthew Dunn

    @Brian, in JIRA there is a system setting called "Allow unassigned issues". If this is set to "OFF" then you'll see an extra assignee field on the issue creation screen. Setting this to "ON" should resolve your issue.

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    Alexis Manetas

    Is it possible to use create a Macro that would link a ticket to a JIRA issue automatically instead of an agent having to manually do so every time?

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    Matthew Dunn

    @Alexis, currently this is not possible as the integration requires using the "Create Issue", "Link Issue", and "Notify" buttons to communicate. These can not be updated using any of the fields that can be set via a macro.

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    Matthew Dunn

    @Martin Halvorsen, my apologies but it looks like your question was overlooked. Every ticket linked to a JIRA issue should show within the JIRA issue. However, if you're talking about storing the Zendesk ticket id in a specific field, its not currently possible with the integration. The only way to do something like this would be to add the ticket id as a tag with a jira_escalated prefix. For example, jira_123456. I hope that helps.

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    Brian Pavlovich

    When we click to create a new issue in JIRA, we are just bounced back to the "Create New JIRA Issue Screen".

    Any ideas?

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