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Marwan Al Jeburi
Joined Jan 05, 2023
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Last activity Apr 04, 2023
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Latest activity by Marwan Al Jeburi
Marwan Al Jeburi commented,
Thank you for providing great insight to your desired integration. Unfortunately the described use case can't really be fully created using the Jira integration tool.
If I may suggest an alternative that provides all the flexibility you need. Have a look at Exalate.
1. You can do this just by having all of that info combined and entered in the description field for example.
2. This can be done easily with Exalate.
3. For this, you simply send the comment + any other custom field. these can be combined before sending or at the point of receiving.
Kind regards,
View comment · Posted Apr 04, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Cornerstone Automation Systems Inc,
There are some great ways to integrate the two platforms. It would be very helpful if you could provide a high level description of your desired integration and what you would like to send and receive from the two platforms. As this would be a great starting point to find the right solution.
I can however surely recommend a solution that would offer you a very flexible and powerful integration solution where you can mould the integration to your needs and requirements.
Have a look at Exalate. Also do let us know if you need any further help or assistance.
View comment · Posted Mar 07, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Hi Chris Green,
Let me start by answering your specific questions first:
-
Once you create a Jira issue, do you close out the ZD ticket, do you use a custom status, etc?
// This will depend on your needs, you can sync the status between the two that that they close when one of them get closed. This is the most common route as it keeps both systems in the same state to avoid confusion. - How do you go about keeping track of the issues that move from ZD to Jira?
// This will really depend on what you require to follow up on, if you //implement status sync between the two this might not be needed. - What are you using for communication to the end user/requester during the entire process?
// This is mostly done trough the comment functionality, to keep it very similar to the normal use of the tickets.
We've been integrating these solutions for many years and have come across a wide variety of needs and requirements. If you would like you can get in touch with us where you can simply provide some basic information regarding your integration needs and we can help you define how this can be implemented. Possibly show you some examples of this as well.
This is requires no further commitment from your end.
Have a look on the Exalate website.
Also possibly have a look at the blog posts featuring the integration you are looking for: Exalate Blog Posts
Kind regards,
Marwan
View comment · Edited Mar 03, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
If I understand your question correctly you are looking for the reporter assignment here.
However if you would like to have more control regarding who get assigned, set a default value or even create mappings to assign a user when a specific one is received. You can do all of that and much more using Exalate.
Let me know if you need any further support.
View comment · Posted Feb 28, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Hi There,
This is indeed not possible with the ZenDesk Jira integration solution.
Allow me to propose a solution that does allows you to specify and configure what you would like to send to the other side and how to process/display the incoming information.
The solution is called Exalate and it is a specialised integration solution with a vast amount of flexibility and power to create the integration that really fits your needs.
View comment · Posted Feb 03, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Hi Marc Marc Marc Marc McAdam Marc,
That is a bit challenging to tackle indeed. As both of the platforms use different markup to show the text locally.
Allow me to propose an alternative solution that does allow you to convert the text to the proper format when being send and/or received on both sides. This will allow you to have the text rendered as intended on both sides.
The solution is called Exalate. And it's a specialised integration solution.
View comment · Posted Feb 03, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Hi Sok Khann,
That is indeed a very inefficient way to get what you need to get done. Hopefully this feature will get added in the future.
As an alternative however there is a specialised integration solution that can sync any field and attachment from both sides out of the box.
Have a look at Exalate as it would provide exactly what you are looking for + great flexibility and customisation of your integration on both sides.
Please let me know if you need any help.
View comment · Posted Feb 03, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Hi Tech support,
It is fully understandable indeed to not want to see the closed/resolved issues/tickets however this is not possible by default.
A great alternative that provides much more flexibility and power to customise the integration to fit your requirements is a specialised solution call Exalate.
Have a look at Exalate and if you have any further question or need support please feel free to reach out.
View comment · Posted Feb 03, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Hi Ethan Sasak,
That is very unfortunate and can create a lot of overhead if you are relying on this functionality.
Not sure if you already have this issue resolved and are able to continue working with your integration.
If you are looking for an alternative solution allow me to suggest an integration solutions specially made for these kind of integration that provides dedicated support and very extensive integration capabilities.
Have a look at Exalate and let me know if you have any further questions.
Kind regards,
View comment · Posted Feb 02, 2023 · Marwan Al Jeburi
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Marwan Al Jeburi commented,
Hi Aravindaraj J,
Authentication seems to be a hassle to work with across various systems and platforms.
Allow me to suggest a solution that not only resolves the authentication issues, but also provides a host of additional features to make integrating ZenDesk and ServiceNow much easier and feature rich.
Exalate is a fully decentralised integration solution that will allow you to integrate ZenDesk with ServiceNow without the need for direct authentication as Exalate on ZenDesk will communicate to Exalate on ServiceNow it allows you to have full control on the info/data send and how this info/data is received and displayed. Plus allowing for data manipulation and setting up control flow.
Have a look and let me know if it fits you needs.
Kind regards,
View comment · Posted Jan 11, 2023 · Marwan Al Jeburi
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