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The report on Jira show different name instead of the name of the original user who submitted the Jira ticket from Zendesk

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jason_huang

Posted Feb 22, 2023

Hi,

I don't know where to post this issue, if there is a suitable place to post it, please notify me.

After our Jira was upgraded from 8.20.12 to 9.4.2, there seems to be an issue with the tickets transferred from Zendesk to Jira.
Specifically, the reports on Jira now show my name instead of the name of the original user who submitted the Jira ticket.

For example, a ticket submitted on Zendesk https://edgecore.zendesk.com/agent/tickets/26886 that was transferred to https://jira.accton.com:8443/browse/SONIC-6443
is now showing your name as the reporter. This is causing some confusion in our usage of the system.

Could you please assist in resolving this issue and ensure that the reports on Jira reflect the original user who submitted the Jira ticket?

Thanks,
Jason

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    Dhiren Notani

    Hi jason_huang,

    Thanks for posting your question here, I guess this is one of the right places to ask :)

    May I please know how are you syncing tickets from Zendesk to Jira? Using Exalate here is one of the best ways to do it, as you can keep your tickets in sync and also sync reporter information so that you can trace the ticket!

    It's a completely decentralized solution and it's very easy to make an integration up and running with Exalate, and you can do a lot of customizations (like syncing custom fields, syncing statuses, user fields, etc)

    Do let me know if you need any help here!

    Thanks, Dhiren

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