Updating a ticket when the status of a JIRA issue changes

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34 Comments

  • BarryFinder

    Is there any way to automate the posting of JIRA comments as internal notes on Zendesk tickets? I've added the workflow rules in JIRA to post onto the ticket anytime the ticket changes status, but I'd like any developer comments to automatically show on Zendesk tickets, without devs needing to remember to click the "notify Zendesk" button in JIRA.

    4
  • Steve Wood

    +1 for Barry Finder's suggestion.

    0
  • James

    +1
    Having the option for comments from Jira to flow directly through to Zendesk as per the old integration would be useful.

    0
  • Katie Wohl

    +1 for Barry Finder's suggestion.

    0
  • Michael Potts

    Posting directly the comments from Jira was the way that the v2 integration worked. It would be great to add in or outline how we could enable what Barry is suggesting.

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  • Kurt Wilson

    +1 for Barry Finder's suggestion.

    Our Support Team relies upon the internal comments provided by the devs as part of their ticket resolution. We feel that this was a real heavy loss of functionality in the migration from v2 to v3. Now there are many more steps to notify the other side when an internal comment is made.

    1
  • Matthew Dunn

    @Barry, @Steve, @James, @Katie, @Michael and @Kurt.

    While the V3 app doesn't allow for any out of the box automatic comment syncing our product team is reviewing this functionality and whether automatic syncing is something that can be added. I can't promise anything but it is something we are looking into.

    I would also recommend adding your comments and votes to the product feedback thread that was created for this request: https://support.zendesk.com/hc/en-us/community/posts/205060357-Jira-Comment-Synchronization

    0
  • James

    Hi Matthew,

    Thanks for the followup here, we've actually managed to get the team used to the workflow without comments syncing directly with a 'Return to Support' button in the JIRA which triggers an update to Zendesk to tell the agent to go and check out the ticket in JIRA to get the latest update. It does help to keep tickets clearer without the confusion which can be caused by a lot of developer 'discussion' in a associated JIRA ticket.

    One thing that we are struggling with a little however is the lack of the possibility to link to a component when creating a JIRA issue from Zendesk despite it being available on the screen if used directly within JIRA. Is that something there are any plans to add?

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  • Mary Jo Carroll

    Is anyone experiencing issues on using the JIRA Post-Function "Notify Zendesk"? It no longer pops up the screen that allow you to modify ticket status or add a comment to the Zendesk ticket as shown above.

    I don't know if recent Atlassian updates to JIRA Cloud are responsible, or what. I was told that we were not the only customer affected by this, but I haven't seen that anyone else is having this issue. I see people are having issues with the integration with JIRA On-Premise but not JIRA Cloud (On-Demand).

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  • Laura Hippert

    Hi Mary Jo!
    Thanks for your post and I'm sorry for the delayed response - I have created a ticket for you so I can assist you further, so you can expect an email from me shortly.

    0
  • André Eickler

    Hi Laura,

    I am having the same issue as Mary Jo. Maybe you can link me to that ticket.

    Cheers,
    André

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  • Laura Hippert

    Hi André! Thanks for letting me know - I have started a ticket for you as well!

    0
  • André Eickler

    Cool, thanks.

    0
  • Maël Bizeul

    Hi, the functionality described here no longer works.
    The editing, adding comments (6. Configure the update settings, Then click Add.) is impossible since 20 September 2015 (approximately).
    This is very disabling. These notifications are sent to our customers.
    Work on solving the problem? or is it a feature that will be abandoned?
    thx

    0
  • Maël Bizeul

    it works again! since today or yesterday ..

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  • Jessie - Community Manager

    Hi Mael! Glad to hear it seems to have resolved! Let us know if you need anything else. :)

    0
  • Daniel Schmidtchen

    Hi,
    is it possible to use placeholders of jira for tags? It seems it works only for comments.
    Is it possible to use placeholder "resolution" (like fixed, won´t fix, etc)?

    0
  • Jeremy Reyes

    @Daniel sorry not possible, placeholders will only work in the comment box

    0
  • Daniel Schmidtchen

    @Jeremy, thanks for the response.
    It would be nice to define the notification with more parameters, e.g. bei "Fix version" is set or "resolution" by selected state. May be nice improvements for the interface ;)

    0
  • Abby
    @Till Kothe: Did you ever figure out how to automatically set the Zendesk ticket to On-Hold status when you create JIRA bugs?
    0
  • Till Kothe
    @Abby on creation this is not possible (if I remember correctly). We simply set it to "on hold" on the first status transition (from "New" to "In Progress" in our case).
    0
  • Mat Sev

    How do users of the Jira integration report on the number of requests in Zendesk that are linked to a specific issue in Jira? It seems that some sort of weighting of requests would be a commonly sought feature, but I am unable to figure out how to accomplish it short of manually adding a Jira issue key into a custom field in Zendesk.

    • Allow dynamic content to be posted to tags or custom fields (issue.key)
    • Add ticket properties related to the linked issue that can be used in reports & views
    1
  • Yuri Mylis

    Mat,

    Unfortunately it's not a feature that we currently support. It is however something that we're considering for future versions. I'll make a note of your request and will let you know if we will implement this feature.

    0
  • Andrea C

    +1 For Mat's suggestion

    It would be incredibly helpful for us to be able to use these placeholders ourselves for triggers/macros, etc. Basically, the information displayed in the Jira sidebar app is helpful, but we'd like to be able to USE it -- in reports, views, searches, triggers, etc.

    Thanks

    0
  • Brenden Prazner

    Hi guys,

    I am not seeing the current screens shown above.

    When I get to step 6 "Configure the ticket update settings, then click Add." I see a black screen:

    I clicked Add on this screen to test and the workflow comes up as:

    Clearly the first row is missing some info.

    Super keen to get this integration working so any assistance would be appreciated!

    0
  • Jeremy Reyes

    @Brenden I will create a support ticket for you to further troubleshoot

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  • Lars Morten Nygaard

    How do I add custom Jira fields to the Note/Comment sent to the Zendesk?

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  • Jeremy Reyes

    @Lars the integration does not support custom field placeholders, only the placeholders as documented in this article. I will pass on your feedback to JIRA product team

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  • Craig Smith

    What is the placeholder for the last comment on the issue? That would strike me as one of the most useful placeholders.

    0
  • Jessie - Community Manager

    Hey Craig! You can find all of our other placeholders here: Zendesk placeholders reference.

    0

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