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Jira Integration - Count Jira issues created within set time

Answered
image avatar

Nemo

Posted Jul 16, 2021

Hey there

We had set up the Jira Integration correctly and it's working as expected.
And we have Jira issue status sync to a ticket field "Dev status".

for example, we have 3 status 

  1. Backlog
  2. WIP
  3. Complete

 

Now, we're trying to count a metric: the number of Jira issues created from Zendesk via App(Integration).

I've set up below standard calculated attributes and hope to filter by it however it doesn't seem to be working. (I even tried with the ticket field ID)

Any thought or suggestion to achieve this would be appreciated!

 

IF ([Changes - Field name] = "Dev status"
AND [Changes - Previous value] = NULL
AND [Changes - New value] = "Backlog" ) 
THEN "True" ELSE "False"
ENDIF
IF ([Changes - Field name] = "Dev status"
AND [Changes - Previous value] = "-"
AND [Changes - New value] = "Backlog" ) 
THEN "True" ELSE "False"
ENDIF

2

5

5 comments

Date
    image avatar

    Gab Guinto

    Zendesk Customer Care

    Hi Nemo,

    What metric are you using with your attribute? This formula looks correct –
    IF ([Changes - Field name] = "Dev status"
    AND [Changes - Previous value] = NULL
    AND [Changes - New value] = "Backlog" )
    THEN "True" ELSE "False"
    ENDIF
    – so maybe the issue is with the metric you're using in the query. Are you using the native Tickets created or maybe Tickets solved? Is the Dev status value set during the ticket creation event, or in the same update as when the ticket is solved out? If not, then can you try using the metric Updates instead? This metric should work well with this kind of attribute.

    You may also check again if the correct field name and field value (these are case-sensitive) are referenced in the formula. Make sure that the actual name of the field is Dev status and whether the correct value is backlog or Backlog.

    Hope this helps. Thanks Nemo!

    0

    image avatar

    Mukesh Kumar

    Hey Guys, 

    Is it possible to pull the JIRA metrics into ZD queries?

    Say I need 'JIRA ticket number',  'Date JIRA Created/Linked', 'JIRA Status' etc in my report. 

    I appreciate your time and thank you in advance for your advice. 

    0

    image avatar

    Shayne Traqueña

    Zendesk Customer Care

    Hi Mukesh,

    Thank you for reaching out! Jira reporting/analytics using our Zendesk built integration is very limited, unfortunately.

    When a Jira issue is linked to a Zendesk we add the tag "jira_escalated" to the ticket but in terms of what Jira information can be reported on say for example using Explore; is very limited. See: https://support.zendesk.com/hc/en-us/articles/235675908-How-can-I-report-on-Support-tickets-linked-to-Jira-

    If you set up field syncing and they are syncing Jira fields to Zendesk or vice versa then they could also report on this data in Explore using the associated custom ticket field data but that's only if they have set up the Field Syncing feature.

    Beyond this, we do not store any linked Jira issue-related data in the Ticket itself that customers can do reporting/analytics on, unfortunately.
    As an alternative, you could also consider using our Jira integration API endpoint to pull the raw data about tickets and Jira issues linked in your account and perform their own reporting/analytics in an external platform: https://developer.zendesk.com/api-reference/ticketing/jira/links/

    I hope this helps!

    0

    image avatar

    Angelique Paulus

    @...: in your comment you reference to a link about reporting on Jira fields. but that link is not working for me. Can you provide access? 

    0

    image avatar

    Brett Bowser

    Zendesk Community Manager

    Hey Angelique, 

    The link should be pointing to this article for reporting on tags: Reporting with tags

    The Jira V3 app automatically adds a Jira_escalated tag to tickets in Support linked to Jira. As a result, you can leverage this tag in reporting.

    I hope this helps!

    0

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