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Cannot Solve Ticket until JIRA status Rule
Posted Sep 13, 2021
Is there any way I can set up a rule where a Zendesk ticket cannot be solved if the JIRA status is not also closed?
It looks like in the automation I can set it to re-open; however, I would like the agent to know what is going on not just to re-open it without warning or an internal note.
Therefore is there an option to either (A) apply an internal note to let the agent know that it is being reopened due to the JIRA status not being closed OR (B) a pop-up or warning message show immediately to show that the ticket cannot be solved.
I know that there is an email option; however, do not believe that emailing an agent who works a fair chunk of their time in Zendesk is very efficient.
I have other use cases for this also, like the agent should not solve the ticket without all the right ticket information.
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1 comment
Ekaterina Sumolaynina
@... Hello!
It is indeed possible to reopen the ticket and add internal note in case if Jira issue status isn't set to closed.
For this you would need to do the following:
1. Update the post functions for issue workflow, so when status of the issue is set to Closed or Done, Jira would add specific tag to linked Zendesk ticket (for example, tag "jira_closed"). How this can be done you can read in this article: https://support.zendesk.com/hc/en-us/articles/203660226
2. In Zendesk Support, go to Admin Center > Apps and Integrations > Webhooks > Create new webhook. As endpoint URL use
Request method should be PUT and Request format is JSON. Add authentication method as well. It should look something like this:
3. Next, in Zendesk Support, go to Admin > Business Rules > Triggers and create a trigger that would be reopening ticket if agent changes status to solved and ticket doesn't have tag added from jira integration (I'm referring to the point 1, where I was talking about adding tag with post functions, i.e. "jira_closed"). Conditions of the trigger can look something like this:
In actions, use "Notify active webhook", find your newly created webhook from the point 2. Then in the JSON body add this:
Also add additional action that will make sure that ticket stays in status open, i.e. Status > Open.
After completing this, when agent will try to change the status of the ticket to solve and the ticket doesn't have tag added from Jira, i.e. "jira_closed", then trigger will fire, reopening the ticket and adding internal note "JIRA issue isn't closed, ticket cannot be solved".
I hope this makes sense to you! Please let me know if you have any additional questions.
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