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.
2 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!
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