I can't proceed with the Field Mapping step it disables the other field once selected desirection

9 コメント

  • Hilary Hungerford
    コメントアクション Permalink

    Hi Luz,

    Thanks for reaching out! Some fields in JIRA and Zendesk are not compatible. For example, the Zendesk priority system field and the JIRA priority system field cannot be mapped to one another, since the values for this field are different in each system. Similarly, Zendesk Assignee cannot be mapped to JIRA Assignee, as there's no guarantee the user exists in both systems. You may need to create custom fields to map certain system fields. This support article has a table of JIRA and Zendesk fields and field types that are compatible with one another: https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-JIRA-field-syncing-feature.

     

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  • Luz Silverio
    コメントアクション Permalink

    Hi Hilary,

    Thank you so much for caring to reply on my post! Really appreciate it.

    I'm really in desperate state on how to solve this for a week now. 

    Answer and explanation is clear, but what if this is my case. 

    1. I am an admin in JIRA (Cloud) and have an admin access as well with Zendesk (Service Desk).

    2. I just want those basic fields from Zendesk (other dept.) to be sync at-least those basic details with JIRA.

    3. Basic fields such as: Ticket#, Date Created, Type, Reporter, Assignee, Status, Summary.

    I've already stumbled on the link you've provided previously but it just dawned more to me more clearly now.

    Just to clarify if I understood it clearly.

    My Perception:
    Let's say, I'm assuming Ticket# & Summary for example is a default type both in Zendesk and Jira.

    Hence, I can select FROM Zendesk: Ticket# & Summary TO Jira?

    or 

    Should I still need to create new "custom" fields in Jira (following Zendesk field types) to match with the fields I need/want from Zendesk?

    Is this still the case even if I'm an admin to both? 

     

    Much Thanks!

     

     

     

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  • Hilary Hungerford
    コメントアクション Permalink

    Hi Luz!

    Despite being an Admin in both systems, you will still need to create custom fields in either JIRA or Zendesk to map certain other fields, as they are not all compatible with each other. For Ticket IDs, those will always be different in both systems, but you can always see the associated Zendesk ticket ID in JIRA (and vice versa). For the JIRA Summary field, this will need to be mapped to a custom Text field in Zendesk. I hope this helps clarify!

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  • Luz Silverio
    コメントアクション Permalink

    Hi Hilary!

    Yes this is so clear and helpful. Will try to configure as instructed. 

    Thanks Again!

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  • Hilary Hungerford
    コメントアクション Permalink

    Any time, Luz! Happy to help :)

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  • Luz Silverio
    コメントアクション Permalink

    Hi Hilary,

    Would just want to give an update that I was able to integrate Jira to Zendesk already! Thanks to you! :)

    Just one more thing though that you could probably help me again with.

    It seems to be that comments posted in Jira is not visible in Zendesk comment section. 

    But vice versa works fine, Zendesk comment is visible in Jira. 

    Any advise on this?

     

    Thanks!,

    Luz

     

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  • Hilary Hungerford
    コメントアクション Permalink

     

    Hi Luz,

    Glad to hear your JIRA integration is up and running! In order to add a comment in Zendesk from JIRA, you'll need to click the Notify button in the sidebar under "Zendesk Support". This will add an internal comment to the linked ZD ticket. Likewise, in order for ZD comments to appear in the main Comments tab in JIRA, you'll need to click the Notify JIRA button in the apps sidebar in ZD. More info can be found in this support article: https://support.zendesk.com/hc/en-us/articles/203660206-Using-the-Zendesk-Support-for-JIRA-integration 

    I hope this helps clarify!

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  • Luz Silverio
    コメントアクション Permalink

    Hi Hilary, 

    Yes saw it the other day too!

    Is there a way to auto create a counter ticket to Jira if there's a ticket submitted via ZD?

     

    Big Thanks!

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  • Hilary Hungerford
    コメントアクション Permalink

    Hi Luz!

    Unfortunately, it is not possible to automatically create a JIRA issue when a Zendesk ticket is created; this will need to be done manually. Sorry about that!

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