Updating a ticket when the status of a Jira issue changes

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44 Comments

  • Jean-Marc Massou
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    Hi simply question on the JIRA side :

    How to retrieve the Zendesk Ticket ID linked to the jira issue ?

    Is there a custom_field maintain by the plugins ? Or other way.

    It is in relation whith others questions about reporting and so on.

    In my case it is particurly for "JIRA AGILE" the rapidview doesn't present the option to have a link (linked issue pe..) or just the #ID of the Zendesk ticket.

    So users have to open the JIRA ticket to have access to that information...

     

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  • DJ Yoder
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    This functionality stopped working for me about a month ago.  The plugin / linking is working just fine from within the issues/tickets.  Is anyone else having this issue?  All of my Post Functions are still there that were working previously and the workflow in JIRA hasn't been modified. 

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  • Yuri Mylis
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    Hi Jean-Marc,

     

    Please refer to this this article.

     

     

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  • OpsHub Dev Team
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    Hi Barry, Steve, James, Katie and Kurt

    We support seamless out of the box integration between JIRA and Zendesk.

    - Status updated in Jira can sync to Zendesk and vice a versa(Bidirectional).
    - We also support comment sync from JIRA to Zendesk as internal notes.
    - Enable/Disable integration at your flexibility.
    - History Supported.
    - Sync attachments and links.
    - No additional API configurations.

    You can reach out to us for your custom demo here: http://www.opshub.com/demo-request/

    Thanks,

    OpsHub

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  • Rahul Yadav
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    Hi Yuri,

    Have created the post functions as mentioned here and published the draft, however, still the zendesk tickets do not get open during the transition

    Any suggestions or maybe a troubleshooting option would be highly appreciated.

    Best

    Rahul

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  • Brett - Community Manager
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    Hey Rahul,

    It looks like you have a ticket open with our T2 Customer Advocacy team related to this issue. We will continue working with you there to get this issue resolved.

    Cheers!

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  • Denis
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  • David Gillespie
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    Hi Денис,

    You should be able to use the Post function in a new generation project today. 

    Thanks,

    David

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  • Denis
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    Thanks for your reply, David!
    Do you mean to use activity in the new generation workflow?
    The fact is that the application allows you to change the ticket status in Zendesk and send a comment when performing a task in Jira. And the new generation workflow does not have such a function. There is activity, but no post functions, as in the work processes of the old generation.

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  • David Gillespie
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    Hi Denis,

    Now I follow. I believe JIRA are actively developing that capability, see the latest status of their development here.

    Thanks,

    David

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  • BGL Team
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    Hi Guys, 

     

    Is there a way to automate a status list of linked Jira tickets to a requester weekly? Ideally on a Friday, as a public reply?

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  • Erika Camille Sundian
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    Hi BGL Team,

    Welcome to the Zendesk online Community!

     
    I consulted the Product Manager about this and as of right now, what you are looking for is not possible in the current integration.
     
    I understand this will be beneficial to improve your workflow. So if you could please spare a few minutes to submit the Feedback. The details of your report will forwarded to the Dev Team for further evaluation.
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  • Ahmed Esmat
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    How can I add issue.fields.fixVersions.name as a tag?

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  • Erika Camille Sundian
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    Hello Ahmed Esmat,

    As far as I know, this is possible. You try to add tags to tickets that transfer as a label in Jira. It just needs to start with jira_. It's described here in the documentation Using the Zendesk Support for Jira integration

    If this will not turn out as something you expected, we do not have an exact instructional as to how to achieve this workflow that you desire. I think it may be best to reach out to JIRA support and ask them for additional guidance.

    If you have any additional questions, please feel free to let me know. :)

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