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Updating a ticket when the status of a Jira issue changes



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Yuri Mylis

Zendesk Product Manager

Edited Nov 20, 2024


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47 comments

Please Zendesk... can you help us??????

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Dane

Zendesk Engineering

Hi All,

One of the recommendation that helped on this behavior is to reinstall the integration. Please follow the steps in To reinstall the integration.

If the same issue persisted, please contact us directly for this will require additional information to troubleshoot.
 

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Hi,

Do Zendesk have plans to integrate directly with Jira Automations to build this out, as opposed to Post Functions? Jira Automations are much easier to manage compared to Post Functions.

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hi how to fixed stuck status.. when the JIRA tag the ticket as done , unable to synch the zendesk status was unable to synch AUTOMATICALLY.. you need to manualy update zendek ticket status..

 

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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 SOLVED, the link from Jira  back to the ticket is broken.

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It seems that once the Zendesk ticket is SOLVED, the link from Jira  back to the ticket is broken

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Noly Maron Unson

Zendesk Customer Care

Hi Manuel.

Once the ticket status is already Closed, the ticket will no longer be editable. You can refer to this answer in this thread.

Hope this helps.

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Hi Ahmed Zaid, no, to this date, we continue to face problems with the Post functions. So, as a workaround I decided to sync the Jira ticket status to Zendesk, and create triggers out of them.

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Can you create an additional placeholder for the last person's commented display name?

something like {{issue.last_commentor}}

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Hi, We are using the 'transition.to_status' place holder in our Jira Zendesk post function but it is showing inaccurate data.

Meaning - it is showing values that do not exist currently in Jira.
Any idea how to resolve it?

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Paolo

Zendesk Engineering

Hi Efrat,
 
We would need more details and samples to check into this further. In this case, I've created a ticket on your behalf. Our Support Team will reach out to you as soon as possible. Thank you!
 
Best,
Paolo | Technical Support Engineer | Zendesk

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I may have missed it in all the comments but are the “statuses” for Post Functions limited to just the default Zendesk status options? Otherwise stated, is there a way that I can use custom Zendesk statuses in the Jira Post Function?

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Olá.
Estou tentando criar uma automação que me ajude na seguinte ação de trabalho onde: quando o tiem técnico comentar no card do Jira pela integração com zendesk, esse ticket no zen passe para o status em aberto (menos se estiver resolvido). Usei essa sugestão deste artigo, porém não consegui chegar neste detalhe.

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Once the Zendesk ticket is closed, Jira can no longer update the ticket and it will not open a follow on ticket. We cannot exclude solved tickets from being closed because ZenDesk forces a default automation that closes solved tickets in a maximum of 28 days (672 hours) and I cannot add any conditions to default automations.

 

Ideally if Jira has an update for a closed ticket, a new follow on ticket would be created.

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Hi, I'm facing the same problem as @Rickard Karlsson Lundmark: https://support.zendesk.com/hc/en-us/articles/4408832025114/comments/5494289991322

 

When using the {{issue.last_comment}} field, I get the raw JSON. This didn't happen before, now I'm getting something like this every time:

{"type"=>"doc", "version"=>1, "content"=>[{"type"=>"paragraph", "content"=>[{"text"=>"This is only a TEST", "type"=>"text"}]}]}

 

Any idea how to fix it? Jira regular smart values are not working (like: {{issue.comments.last.body}})

 

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Hi Mario Valdes and Rickard Karlsson Lundmark , Did you guys find a way to fix the issue with parsing comments from Jira to Zendesk upon transition when postfuction with the placeholder {{issue.last_comment}} is used? Thanks.

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Vladimir Shkuratov Mario Valdes Not really (I'm no longer in charge of this application), but I do remember noticing that the behaviour depended on which version of Jira was being used; some mobile Jira apps used ADF for the comment field and some didn't  (this could be the reason it showed up suddenly for Mario Valdes). If it was Android that used ADF and not iPhone or vice versa unfortunately I can't remember. I don't think we used web Jira for this use case. Probably not that helpful for you, though, because you would expect the use of ADF to increase across app platforms over time, and it seems like a dead end to to choose a specific Jira OS platform or app version to use across the board just to avoid this.

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