Question
How can I display JIRA IDs in Zendesk views?
Answer
To have JIRA IDs appear in views, a ticket field should be created and configured with your JIRA integration.
To add the ticket field and configuration with JIRA
- In Zendesk Support, add a text type custom ticket field.
- Add the new custom text ticket field to the ticket form.
- Go to JIRA > Settings > Apps > Manage apps > Zendesk Support for JIRA, then click the Configure button and select Field Mapping.
- In the JIRA column, choose Key (issue key).
- In the Direction column, choose To Zendesk Support.
- In the Zendesk Support column, choose the name of your custom text field.
-
Click Add, then click the Save & Sync button.
- In Zendesk, add the new custom field to your views.
4 Comments
Hi,
We followed the guide to create the webhook in Jira, when trying to create the field mapping it fails with an error:
"Failed to save the changes"
Anyone knows what might be the reason?
Thanks
Roee Levi Just had the same issue - don't quite know the reason, but here's how I resolved it.
When you see the "Failed to save the changes" error, go back to the "Settings" section above "Field Mapping" section.
You'll notice your newly created "JIRA Key" (or whatever you have called your custom field) is likely present, but unchecked (unselected). If you check it (select it) the field mapping will also save, when you click Save on the Settings tab.
Hope it works for you.
Good luck!
As Roee and Roohshan brought up, the webhook instructions should be added to the main article here (or at least a link created). The Field Mapping page shows the following message after clicking Save & Sync:
For those trying the webhook approach, there is something you must consider with bulk updates: Zendesk throttles API requests. See the following two articles:
Endpoint Specific Rate Limits
Best practices for avoiding rate limiting
Atlassian support provided logs with a large number of instances of this message:
The issue here is that you, the user, are not controlling the API requests that Jira is throwing at Zendesk, so this is actually a Jira issue.
In short, this didn't work for us because Zendesk rejected the majority of API requests from Jira, so most of our Zendesk tickets did not get updated when we bulk updated a large number (thousands) of Jira issues.
We ultimately went a different direction and simply grabbed the Jira issue IDs via the Zendesk API:
https://yourcompany.zendesk.com/api/services/jira/links
See the Zendesk API doc for Links (to Jira).
Unfortunately, that links API provides issue IDs, and not the issue Keys, so if you want those, you'll need to download from Jira's API and do some translation.
https://yourcompany.jira.com/rest/api/3/search?maxResults=999999&fields=id
See the API doc for Searching issues (weirdly hard to track down API v3 docs for some reason)
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