Updating a ticket when the status of a Jira issue changes

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47 Comments

  • Jean-Marc Massou

    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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  • 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
    Zendesk Product Manager

    Hi Jean-Marc,

     

    Please refer to this this article.

     

     

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  • OpsHub Dev Team

    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

    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 Bowser
    Zendesk Community Team

    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
     
    Hey. When will it be possible to use this application in a new generation project?
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  • David Gillespie
    Zendesk Product Manager

    Hi Денис,

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

    Thanks,

    David

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  • Denis

    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
    Zendesk Product Manager

    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

    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
    Zendesk Community Team

    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

    How can I add issue.fields.fixVersions.name as a tag?

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  • Erika Camille Sundian
    Zendesk Community Team

    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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  • Yaniv Dayan

    Hi, 

    We use this method to inform the Zendesk agent on closed issues from Jira by adding an internal note on the Zendesk Ticket. However, the Internal note is added under the name of one of our agent's names and not on a specific Zendesk admin name that we created for these purposes (General_Zendesk_Admin_User). 

    How can we control the user's account that "sends" these notification notes?

     

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  • Philipp Lulay

    Hi,

    we have activated the post trigger for status updates. So far, this works in general. However, as soon as we link multiple Zendesk tickets (more than 2-3), the internal note only goes out to a subset of the link zendesk tickets. This looks like a random factor. There are no errors logged in the zendesk api activity.

     

     

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  • Giuseppe
    Zendesk Customer Advocate

    Hi Phillip,

    I see you have already opened a ticket for this. The Post Function supports updating multiple Zendesk tickets which are linked to an individual Jira issue, so we may have to gather more details about your issue. Please continue working with the Advocate in the ticket to address this.

    Thank you!

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