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When saving field mappings to enable field syncing, the Zendesk Support for Jira integration registers a Jira webhook. The webhook is designed to be triggered whenever a linked issue is updated, moved, or deleted by a user to inform the integration that data has changed and syncing may be required. 

Jira Cloud doesn't automatically create webhooks by third-party add-ons like Zendesk Support for Jira. Jira administrators must manually create a webhook for field syncing to work properly.

This article includes the following topics:

  • Configuring a Jira webhook

  • Configuring a Jira webook (legacy Jira integration)

Configuring a Jira webhook

Follow these steps to configure a Jira webhook for field syncing. If you're using the legacy integration, see Configuring a Jira webook (legacy Jira integration).

Note: It is important that you follow these instructions carefully, including entering the correct webhook name.

To configure a Jira webhook

  1. In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
  2. Click the Jira link.
  3. If you have multiple connections, click the name of the connection you are setting up.
  4. Click the Field mapping tab.
  5. Select Turn on Jira to Zendesk sync, then click Copy webhook URL to clipboard.
  6. In Jira, click the Settings cog icon, and under Jira Settings, click System.
  7. Select Advanced > WebHooks in the left navigation menu.
  8. Click Create a WebHook in the upper-right of the screen.

  9. Enter the following information:

    • Name: Enter (Zendesk add-on) Sync with Zendesk on issue update (do not change) - V2
    • Status: Select Enabled
    • URL: Enter your WebHook URL that you previously copied in Step 3. We have provided a convenient mechanism to get the WebHook URL with all placeholders replaced with the correct values for your Zendesk account.
    • Secret: Create the secret and paste it into the Field mapping tab when setting up Zendesk to Jira field sync.
    • Events: labels = jira_escalated
    • Issue: Select updated and deleted
    • Exclude body: Do not select this option.
  10. Click Save. The WebHooks page displays the webhook details:

Configuring a Jira webook (legacy Jira integration)

Follow these steps if you're using the legacy Jira integration.

To configure a Jira webhook (legacy integration)

  1. Log in to Jira as an administrator, and in the top navigation bar, select Apps > Manage your apps.
  2. Select Zendesk Support for JIRA in the accordion, then click Configure.
  3. Select Field Mapping in the left navigation pane, then click Copy webhook URL to clipboard.
  4. Click the Settings cog icon, and under Jira Settings, click System.
  5. Select Advanced > WebHooks in the left navigation menu.
  6. Click Create a WebHook in the upper-right of the screen.

  7. Enter the following information:

    • Name: Enter (Zendesk add-on) Sync with Zendesk on issue update (do not change) - V2
    • Status: Select Enabled
    • URL: Enter your WebHook URL that you previously copied in Step 3. We have provided a convenient mechanism to get the WebHook URL with all placeholders replaced with the correct values for your Zendesk account.
    • Events: labels = jira_escalated
    • Issue: Select updated and deleted
    • Exclude body: Do not select this option.
  8. Click Save. The WebHooks page displays the webhook details.

 


 

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