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