Updating a ticket when the status of a Jira issue changes

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14 Comments

  • 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?

     

    2
  • 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.

     

     

    1
  • Giuseppe
    Zendesk Customer Care

    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!

    0
  • Stephen Loase

    Hi - Is it possible to have the trigger update the Zendesk ticket for any comment made in JIRA regardless of status change?  thx!

    0
  • Phil Baker

    Hi,

    Does the Zendesk ticket need to remain open (less than closed) for the Jira update to function? It seems that once the Zendesk ticket is closed, the link from Jira  back to the ticket is broken.

    Thanks,

    Phil

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Stephen Loase,

    What type of updates are you looking to make to a Zendesk ticket when a comment is made in Jira?

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Phil Baker,

    Once a Zendesk ticket is Closed, it can no longer be updated or edited. If you are finding that this closure is resulting in inabilities to update the ticket due to timing, you can update the existing closure automation to exclude tickets with a jira_escalated tag and create an additional automation for these tickets to close with an extended delay.

    0
  • Stephen Loase

    Hey Sean - I’d love for ANY comment on a JIRA ticket to be synced as an internal comment on the corresponding Zendesk ticket regardless of status. We’re trying to get more oversight when an engineer updates a JIRA (would rather keep my support team in Zendesk then having to check e-mail)

    2
  • Federica Sapienza

    Hi,

    we are having some issues with this automation. When the automation starts, the Zendesk ticket is associated to one of our agent even if the ticket was not originally assigned to her.

    How could it be possible?

    Thank you,

    Federica

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Stephen Loase,

    Thanks for the suggestion. I've recorded your feedback to consideration in future updates and releases.

    0
  • Sean Bourke
    Zendesk Product Manager

    Hi Federica Sapienza,

    Are you seeing this assignment in the Zendesk Ticket, or the Jira Issue? What actions are being performed which result in the ticket or issue being assigned?

    0
  • Federica Sapienza

    Hi Sean Bourke,

     

    We are seeing this assignment in Zendesk Ticket.

    It goes like this: we receive a ticket on zendesk and assign it to agent A. The Jira ticket is then created through Zendesk. Once it changes status on Jira, a comment on the Zendesk ticket is created and it seems to be created from agent B (even if the creation is automatic and agent B is not involved in any operation related to that ticket, neither on jira nor zendesk). After the creation of the comment, the Zendesk ticket is re-assigned automatically to agent B.

    Hope I was clear enough,

    thank you!

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Federica Sapienza,

    If your Jira/Zendesk integration was set up using an Agent account rather than a dedicated service account for the integration, the comments may look like they're coming from a person when in fact it's just the app.

    As far as the assignment of the ticket, that sounds like you have some sort of trigger in Zendesk doing that. I suggest looking at the Events of the ticket and examining the triggers that are firing on the ticket.

    1
  • Anthony

    I don't think these instructions are fit for team-managed projects. The workflows for these projects are not available at step .2

    0

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