Tip: How to Customize the Jira Zendesk Integration to Update the Zendesk Status

12 Commentaires

  • Gerardo

    Hi Heather Rommel,

    We followed all the steps above and thank you for this powerful hint.

    I have a question about this part

    We get the error that the account is not authorized, we add the email of the Jira integration account created as service account, what is the token here to add? the one of the api connection the same as for the password?

    The error

     

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Gerardo,

    Thanks for liking the User Tip! You'll want the user name/token and then password=the API key you created on the previous step. The trick is, the user name (email) should be an admin account like your own or a service account.

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  • Pete Fricke

    Hi Heather,

    When trying to test the new webhook, I'm getting the following error: {"error":"InvalidEndpoint","description":"Not found"}

    Any idea what I could be doing wrong? 

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Pete Fricke,

    Are you clicking "Test" when you're setting up the webhook? If yes, I don't usually get anything good when I click Test on that, I assume because there's no payload to deliver... 

    I'd suggest going ahead and creating the webhook and moving on to the Trigger. Add a condition to the Trigger that narrows it down like "assignee = Pete Frick" 

    Then go ahead with the testing and see if it works. If not, please post back here!

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  • Mahi Tangnoo

    Hi Heather, 

    Could you please explain the following points which you have done in Step 6 :

    1. How you created a Jira ticket from Zendesk?
    2. How the custom field " Jira Status" is getting updated? Do we have to update manually or will it automatically get updated when Jira ticket is created in Zendesk?
    3. Just correct me if I am wrong about the flow you have used from the following:

    According to my understanding, When Issue is getting created using Jira app through Zendesk in Jira - means this is how Jira ticket is getting created in Zendesk , then we have to update  the workflow to Done and then the custom filed" Jira status" will automatically get updated and along with that internal comment is made.

    So, this is my understanding so far ,but I am still confused on How are you creating Jira tickets in Zendesk.

    Please specific the step 6 more precisely if possible.

    Regards & Thanks,

    Mahi

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Mahi,

    Thanks for your question! Once you have the apps installed on Jira and Zendesk, you can create a Jira ticket on the right hand panel using the app:

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  • William Grote

    Hi Heather

    Thanks for the updates, in our integration, it looks like there is a new status on the Jira side called "Fix Applied"

    I have not set any custom web hooks for any field mapping, just the out of the box integration, so this request is pretty basic, but where can I adjust things in Jira so that when the "Fix Applied" is selected in Jira, the Status of the Zendesk ticket is changed to "Pending" rather than "On-Hold", as it is now?  I went to Field Mapping but these are system fields, not custom ones, so I don't see how to change them?

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  • Mahi Tangnoo

    Hi Heather, 

    Thanks for replying back.

    Also, if you could explain on How Custom field "Jira Status" is getting updated after creating ticket in Jira using Jira app?

    and have a look to my previous comment (3rd point) as well, correct me if I am wrong about the flow you are following to achieve the same.

    Thanks & Regards,

    Mahi

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    William Grote,

    I wouldn't suggest you change the status to pending in Zendesk unless you're expecting something from the Requester...  But you would just

    1. Make sure you add "fix applied" to your Zendesk custom Jira Status field.

    2. add another trigger like I have listed in Step 5 that looks for the custom Jira Status field to go to Fix Applied and then change the Zendesk ticket status. 

    Hope this helps!

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Mahi Tangnoo,

    Hi! The custom Jira Status field in Zendesk is being updated via the settings in Jira per step 4 (Jira admins can set this up for you). Just make sure you have all the statuses listed in the zendesk custom field that map to your Jira workflows that will handle tickets sent from Zendesk.

    As far as your comment:

    "According to my understanding, When Issue is getting created using Jira app through Zendesk in Jira - means this is how Jira ticket is getting created in Zendesk , then we have to update  the workflow to Done and then the custom filed" Jira status" will automatically get updated and along with that internal comment is made."

    I would restate it like this:

    When a Jira issue is created using the Jira app through Zendesk, then when the Jira issue status is updated to Done in Jira, the custom field "jira status" in Zendesk will automatically get updated along with the internal comment.

    Hope this helps!

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  • Mahi Tangnoo

    Hi Heather Rommel

    Could you please suggest How can I create a ticket in Zendesk when an issue is created in Jira using Webhook or automation in Jira so that it would redirect to Zendesk directly once the issue is created.

    How can I achieve this use case?

    Waiting for the reply.

    Thanks & Regards,

    Mahi

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Mahi Tangnoo,

    As far as I know, the app only works one way -- you can create Jira tickets from Zendesk but not Zendesk tickets from Jira.

    There is a way to do what you're asking using APIs but I don't suggest it because 

    1. Your forms and fields set up need to be vetted and worked into the solution to make sure the right forms and fields are set at time creation. 

    2. If you change your Zendesk forms or fields you will have to revisit the custom code.

    3. You need to set the right Group on ticket creation and if your process in Zendesk changes, again you have to revisit the code.

    Here's a link to the developer docs. Sorry I couldn't be of more help:  https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket

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