Jira + Zendesk integration questions
We enabled Jira + Zendesk integration a few months back but neglected to add the "Zendesk Ticket IDs" and "Zendesk Ticket Count" fields in Jira until now. It seems to be working but we're running into a couple of issues:
- These fields don't seem to populate in existing Jira tickets until the ticket is viewed, and it doesn't seem to work every time. I can't determine what is/isn't triggering the population.
- For tickets that have linked Zendesk tickets, but are moved to another Jira project, these fields aren't populating at all even though the Zendesk Link persists. Is this expected?
I’ll try to reply to your questions in order:
1) This is an expected behaviour. When you add fields into the Zendesk + Jira integration, these will not load until the Jira issue is viewed. This has to do with when the Zendesk app loads in Jira and the fields are updated. It may appear to be only on certain tickets because it depend if you’re the first to view the ticket after a new Zendesk ticket is linked
2) Make sure these new fields are added and available to these project and to any screens you want to see them on. You will need to adjust these setup in Jira, as this process is not automatic. Please check this article for further information on how to add fields to projects: Linked tickets reporting
Hi, Jennifer. I know from experience that this is an unnerving issue, I've been there. Next time you may want to try a tool like zigiops. It will automate the entire process and populate the fields you want, so you don't have to worry that you've missed something.
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