Zendesk Comment Formatting In Custom Fields
RespondidaHi All,
I've been tinkering with this issue for about a month and seem to not be having any luck, so I'm hoping it's something the community can assist with
Our process is that when a user logs a ticket, we complete "key facts" ie a summary of the issue, and attempt a recreation. This summary gets pushed to a multi-line custom field. If the issue needs to be escalated, the ticket is sent to Zapier which uses that field to populate the description in Jira
With that said, I'm trying to make Jira display in the best way I can for our developers as Zapier's integration with Jira doesn't currently support formatting ie bold, italics, so it's sent through as plain text. Ideally, the formatting is handled before it gets sent to Zapier.
The summary is added (and continually updated, so copy > paste > update > saved) to the ticket as an internal note
I was able to find a trigger to take the internal note and add it into the custom field
The custom field then updates as below
When it makes it over to Jira, it looks like this
In the API, it looks like this
My questions are:
- How can I remove the extra paragraphs around the dot points and headings? The API shows \n\n\n or \n depending on the body, is there a line I can add into the trigger that would replace either of the above so the text in the field tighter?
- Is it possible to remove the formatting (###, **) from the custom field so it simply displays as plain text? Probably similar to the above, but replace with nothing
I've tried the various options in the placeholder guide and explored the depths of the web for possible solutions but I just can't seem to succeed in this situation.
I'm not particularly proficient with the throwing in code and making it all come together so any assistance or guidance would be really appreciated
Marc
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Hi Marc,
Perhaps your jira admin can try an app to render markdown in comments. I found this:
https://marketplace.atlassian.com/apps/1223537/markdown-for-jira?hosting=cloud&tab=overview
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Hi Ahmed, thanks for the reply/link and apologies for the delay.
There's a mix and match of support for markdown in Jira Cloud already, so I'll have our team look into that further.
Are you able to advise of the ability to 'find and replace' via triggers or some other way so the formatting isn't spaced out?
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Unfortunately, I can't see triggers being able to remove the extra spaces or remove the markup altogether and render the plaintext version.
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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.
Por favor, entrar para comentar.
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