Jira: Using the Zendesk Support for Jira integration

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324 Comments

  • Dan Ross

    Hi Yuri,

     

    Can that be done to a custom field? We could add a field for JIRA issues sync the issue key to that field and then report on the contents of it in GoodData!

     

    Is it possible to add a hit count of linked issues in Jira? Kind of like this? Being able to see the number of linked issues at a glance (especially if more than a handful) would be a huge benefit for determining issue severity and priority!

    Thanks!

    1
  • Yuri Mylis

    Hi Dan,

     

    That's a great feature! I can absolutely see how that would be used to prioritize JIRA issues as well as enable reporting on linked issues/tickets in JIRA.

    This feature is actually already on the roadmap and I hope to get to it in the not to distant future. 

    I suggest you follow this page for updates.

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  • Andrew Schreiner

    How is the Jira ID stored in Zendesk and is there any way to trigger to find the ID of the linked issue through the Zendesk API or a trigger? 

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  • Yuri Mylis

    Andrew,

     

    Currently the only way to get the JIRA issue key into Zendesk is to put that in a comment on the ticket. I think you are best to wait until we finish working on the field syncing feature.

    It would allow you to bring data from JIRA into a custom field on the Zendesk ticket. 

     

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  • Justin Vieth

    is this available for the on premise version of jira 7.x ?

    or only for on demand customers of jira?

    https://confluence.atlassian.com/jirakb/zendesk-integration-only-available-for-jira-cloud-but-not-for-jira-on-premise-696519055.html

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  • Anna Everson

    Hi Justin,

    As of 6/2/2016 this is available for On Premise v7.x:

    https://support.zendesk.com/hc/en-us/articles/220316887-Introducing-our-newest-JIRA-Server-integration-v3-

    If you are having issues installing or using the integration, please reach out to our support team at support@zendesk.com

    Thanks!

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  • Oksana Birioukova

    Hi Yuri,

    In your earlier comment from July 22nd you mentioned that the hit counter feature is already on the roadmap. How soon can we see it available in Zendesk/JIRA integration?

    We are actively working on finding a way to prioritize the issues more effectively and this feature would help us immensely. 

     

    Many thanks in advance!

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  • Yuri Mylis

    Hi Oksana,

    Glad to hear you see value in the feature. We're actually working on it currently and I'm planning to release it in the very near future.

     

     

     

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  • Andrew Schreiner

    How does the linking of the issue actually happen? I don't see any tags on the ticket other than jira_escalated to let it know there is an associated issue?

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  • Dan Ross

    Is it possible to change the order in which the Jira fields are displayed in Zendesk? We would like to have the summary displayed under the bug ID. At the moment, it's stuck near the bottom.

     

    Thanks!

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  • Mark Vermaat

    I have a quick question, is it possible to limit who can see this app in Zendesk by say currentUser has "jira" tag?  We have about 50ish users but only 4 need to be able to see and work with the JIRA linking and I am unable to find if there is a way to limit visibility. Anyone know if you can. I cant seem to find it in the documentation if there is a way to do this.

     

    Role restriction is not currently an option. :(

     

     

    Thanks.

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  • Matt Hoffman

    @Andrew - Linking of the issue takes place within the app on the ticket sidebar area. At the moment the only distinguishing characteristic on the ticket itself is the tag you mentioned, otherwise all linkage data is maintained by the JIRA app outside of the ticket object or ticket data.

    @Dan - There is no ability to sort the order of the JIRA information displayed in the Zendesk app sidebar, sorry about that :\ Hopefully this helps to clear things up.

    @Mark - Unfortunately, role restrictions are the only way to limit app access in the way you described. The only possible suggestion I can offer is to reorder your apps so that JIRA is closer to the bottom, thereby keeping it "out of sight, out of mind" for the majority of your agents.

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  • Mark Vermaat

    Hey Matt,

    I was afraid you were going to say that. :(

    I will see if that option will work.  Thanks for the quick response. :)

     

    Cheers.

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  • Rose (Somma) Cruz

    When creating issues in JIRA, field descriptions (help text) appears below custom fields. These field descriptions do not show up in Zendesk on the "Create a new JIRA issue" screen. 

    Also, setting the default value to None on a required JIRA field forces a user to select an option. When creating a JIRA issue in Zendesk, the field defaults to the first option. 

    Are either of these items on the roadmap?

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  • Andrey

    Will synchronization of the fields works as in the old version?

    1
  • Alden Tiu

    Hi Rose Somma,

    Please take a look at [this section of the article] (https://support.zendesk.com/hc/en-us/articles/203659916-Setting-up-and-using-Zendesk-for-JIRA-Server-OnPremise#topic_mky_d5p_l3) in our documentation. Custom mappings are technically possible, but this is a use-at-your-own-risk sort of scenario and we cannot support them at the moment.

    The only source I find that mentions possibility of configuring mappings for JIRA and Zendesk use is in the following [article found here] (
    https://docs.servicerocket.com/display/CFZJ/Configure+Mappings).

    I'm sorry that I don't have a better answer for you here. Thank you for understanding.

     

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  • Alden Tiu

    Hi Andrey,

    With regards to the synchronization of the fields from the old version, this will only work with Status and Comments.

    But it will not work with the other fields.

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  • Rose (Somma) Cruz

    Hi Alden,

    The your responses pertain to the Legacy Zendesk connector built by ServiceRocket. We're trying to move off the legacy app and implement the new integration for JIRA Server. The lack of synchronized comments will make it extremely challenging to get everyone on board. 

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  • Yuri Mylis

    Hi Rose,

     

    This was a decision we made based on customer feedback. There is a separate post regarding this feature: https://support.zendesk.com/hc/en-us/community/posts/205060357-Jira-Comment-Synchronization 

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  • Andrew Schreiner

    How do you control who the comments are added by in Jira? It looks like they are all getting added by the same person which isn't necessarily what we want since it won't notify the correct user. 

    As for the Kanban board, is there a way to display the app on the board as well so we have the notify option without having to click into the escalation? 

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  • Matt Hoffman

    @Andrew the user who posts comments between systems is determined by the admin who sets up the integration (both the Zendesk admin and the JIRA admin). You can read a little bit more about that under "Best practices for performing the setup" in this article.

    T
    here are no negative consequences of reintegrating with new admins so feel free to make any changes there that will make things easier to follow. Just make sure you're logged in as the desired admin in each account when you perform the OAuth link in JIRA and you should be good to go.

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  • Megan Howell

    @Andrew, regarding your second question, the app is only available on the JIRA issues directly, I am sorry!

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  • Brill Wang

    To expose more JIRA fields in the Create Issue screen in Zendesk, I saw Matt address this question with the following comment:

    February 19, 2015 09:43

    @Mor you can add additional fields to the Create Issue screen by making additional fields required and adding them to the default screen. Please make sure you add the fields to your default screen first, otherwise you'll receive error messages if a field is required but not available on the default screen.

    Would this still work if you make the field required in the default screen for just one project, or does it have to be for all projects?
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  • Andrew Feller

    @Yuri: Any update on when Zendesk-JIRA attachment syncing will be supported?

    You stated back in July you were planning to address this oversight, however I can't find an update anywhere.  Also I really hope you intend to leverage the attachment capabilities of both Zendesk and JIRA as the integration between them is due to minimizing unnecessary user licenses, so it does nothing to merely link to an attachment in either system that people don't have access to.

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  • Matt Hoffman

    @Brill - If you make the field required at the Field Configuration level, you can control when it appears by adding or removing it from screens on a project-by-project basis.

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  • Leonid

    Hi folks!
    Is there a way to setup Zendesk <-> JIRA only on one way?

    Zendesk user should be able to create/update/see JIRA ticket associated with Zendesk ticket, but not vise-versa?

    Thank yoU!

    Leonid

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  • Yuri Mylis

    @Andrew,

     

    We have started working on attachment sharing feature, so hopefully we have have something for you early next year.

    I'm curious to know which is the more relevant use case for you. Is it sharing attachments from Zendesk to JIRA or the other way around?

     

     

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  • Yuri Mylis

    @Leonid,

     

    The most common scenario we're addressing with the integration is where a customer raises a support ticket, which it turn gets promoted into JIRA as an issue for developers to work on.

    A scenario where a developer in JIRA creates a ticket in Zendesk is not with in the scope of the integration.

    We do support viewing and commenting on the Zendesk ticket from JIRA though. We also leverage JIRA workflows to automate commenting and status transitions in Zendesk. 

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  • Leonid

    @Yuri,

    Yes, I see and try this functionality, it works as described, but we have slightly different from the current functionality requirements:

    we need to have full visibility and creation JIRA tickets functionality from inside the Zendesk, but want to have Zendesk tickets fully invisible from JIRA.

    As of now, it is bi-derectional and JIRA user can see all the Zendesk tickets associated with JIRA ticket.

    We want to be able to have one way visibility only: from Zendesk to JIRA.

    Is there a plans for making this?

     

     

    As of attachment sharing, it will be very nice to be able to attache files from Zendesk to JIRA, not back.

     

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  • Yuri Mylis

    @Leonid,

     

    Thanks for clarifying. So you're saying that you want JIRA users to see linked tickets but don't want for Zendesk users to see linked issues.

    We don't have this on our plans at the moment, sorry. 

    May I suggest the you post your suggestion on our feedback forum so others can vote on it too?

     

     

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