JIRA Label automatically populated

Answered

11 Comments

  • Brett Bowser
    Zendesk Community Manager

    Hey Chad,

    You're correct and this is hardcoded, however, you should be able to create a trigger that removes this tag. Here's a screenshot of what this trigger can look like:

    Let me know if this isn't what you're looking for.

    Thanks!

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  • Chad Burnell

    Hi Brett,

    Sorry I should have been a little clearer. The label "jira_escalated" is created in JIRA when I create a JIRA ticket from Zendesk. I don't want to automatically add that label when a JIRA ticket is created from Zendesk.

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  • Brett Bowser
    Zendesk Community Manager

    Ahhh I see what you mean Chad. Unfortunately, I don't believe there's a way to alter this functionality unless you were to create your own Jira integration using the API.

    I'll leave this post open in case other users have found an alternative solution they can provide.

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  • Miguel Contreras

    Are there plans to remove this in the future?

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  • David Gillespie
    Zendesk Product Manager

    Hi Miguel,

    This isn't currently planned but I've noted your feedback for this feature. I'll let this group know when we plan to build this.

    Thanks,

    David

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  • Ray Van Voorhis

    +1 on this request. It emails everyone working on or watching the Jira ticket every time a ticket is linked or created in Zendesk, which is less than ideal from a notification standpoint. 

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  • Sam Siskind

    +1 as well for the same reason Ray describes.

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  • Lauren Wiest

    Any progress on this? The label of 'jira_escalated' on the JIRA side is causing confusion for our engineering team, however we would want to keep this label on the Zendesk side. It would be helpful if this label reflected in JIRA as 'zendesk_escalated' instead of 'jira_escalated'. 

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Unfortunately there's no update on changing the labels. I've added your feedback to the feature request and will update when we've developed & released this update.

    Thanks,

    David

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  • Pierre Le Texier

    Hi everyone,


    I have been able to find a workaround for this by :

    1. Adding a Trigger to replace jira_escalated by "tag_of_your_choice" (if you want it to be reflected on JIRA you will need to name it jira_xxxx
    2. Modifying the trigger named : (JIRA App) Sync with JIRA on ticket update (do not change) , in order to trigger only when the ticket contain the "tag_of_your_choice"
    3. If you are creating JIRA directly from Zendesk, you might want to create a Trigger in JIRA to remove "jira_escalated"

    In order to do some clean up you can :

    1. Massively update zendesk or Create an automation to replace all "jira_escalated" by "tag_of_your_choice"
    2. Massively update Jira or Create an automation to remove or replace "jira_escalated"

     

    If Zendesk is aware of any side impact that could happen doing this, please let us know,

    Pierre

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  • Kei Kim

    We tried the workaround above, and unfortunately didn't work for us. 

    Is there any way we can remove this at all? This is unnecessary and not an ideal notification for our teams. Thank you!

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