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Way to trigger incident ticket field to inherit value from linked problem ticket?
2024년 3월 29일에 게시됨
We have sort of an odd setup, where for security reasons, we have our zendesk/jira integration process to where our agents only link internal problem tickets to jiras (so that linked zendesk ticket comments from customers can't be seen from the jira). We then make all client tickets for that issue be an incident and tie them all to the problem ticket. We sync jira status to a zendesk dropdown field so that we can organize our views and see our tickets tied to closed jiras and close the loop with our customers.
This worked when we could link client tickets to jiras, but we have to pivot to what I just described after moving to jira cloud (where we couldn't suppress the Zendesk tab within jira activity area).
So now only our problem tickets have the jira field syncing over, which makes it hard to keep up with the client incident tickets since we don't have jira status visibility at that ticket level any more. Is there a way that I can somehow take the jira status value from the problem ticket and make it visible on the linked incident tickets?
Also if anyone has a better workflow than what I described above, I'm all ears!
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Consultoria BCR
A way I see to solving this is having a Backend Middleware Server which receives a webhook trigger message when the ticket problem is updated.
With the ticket problem ID, the backend service could loop all the ticket incidents attached to the ticket problem and update the fields from the ticket problem into each ticket incident.
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