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Jira Service Desk integration

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Aldo Ercolani

已于 2021年6月29日 发布

Writing here as suggested by Ludwig Parma from Customer Advocacy Team on ticket https://support.zendesk.com/hc/requests/6731891 

I configured the plugin and I can raise issues from Zendesk to both Jira Support projects and Jira Service Desk projects.
In Jira Support, I can see the "Zendesk Support" tab and I can enter a comment and the comment is sent to Zendesk correctly.
In Jira Service Desk, the "Zendesk Support" tab is not shown at all.

Is Jira Service Desk going to be supported by your plugin? If so, when?

Thanks

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    dxc

    Great question! I'm also looking for this.

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    Sean Bourke

    Zendesk Product Manager

    Hi Aldo Ercolani and dxc

    Thank you for your feedback, I've captured this feedback alongside similar requests we've seen for Jira supporting Service Management.

    At this stage, Jira Service Management is not officially supported by the Zendesk Jira plugin. The core functionality of Jira Service Management which are built upon Jira (i.e. creation of tickets from Zendesk, workflows, etc.) continue to work as expected, however newer functionality which was introduced with Service Management (and its associated APIs, such as request types) are incompatible with the existing plugin.

    Aldo Ercolani, you noted that you're not seeing the Zendesk Support tab in Jira Service Desk? Is this the case for all ITSM ticket types, or only specific types? 

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