JIRA Field Mapping

Hi! 

What kind of fields do you have set up on the Zendesk side? I usually do dropdowns for things like Status so I can action on them in Zendesk (i.e. reopen an On Hold ticket when Jira status goes to Released or Done).

Hi @heather13, these are all text type fields. When mapping JIRA fields to Zendesk fields, you have to pick specific types depending on the JIRA field you're mapping (per this article - https://support.zendesk.com/hc/en-us/articles/4408825394458-Using-the-Jira-field-syncing-feature). So for instance, JIRA Status must map to either text or multi-line text.

Yep, though I use the dropdown for status because it works when you don't do multiple Jiras to 1 Zendesk. This way we can use triggers. 

But to your point, your fields should be syncing! I wonder if Zendesk support should look into this. Unless your Zendesk tickets are in Closed status at the time it tries to sync? That would block it...

Hi @jake11

That is indeed a bit frustrating, especially if you can't put your finger on the reason why it works sometimes only.

It most probably has to do with the receiving end not receiving the data expected or running into an error while receiving/processing the info. Without any tracking of the data flow it would be difficult to provide any specific solution path.

Something that I can surely recommend is a specialised solution like Exalate. As it provides you with the ability to sync all of the required fields and much more. While also providing data/variable conversion if the recipient expects the data to arrive in a different format.

Also you can create status mappings to make sure you always set the right status on both sides even when using very different ticket flows.

Do let me know if you need any further info and/or support.

Kind regards,

Is it possible to map created field in Jira (when the ticket was created) to a Zendesk field? I don't see it on the field mapping screen in Jira.

Hey Emily! The "Created" field in Jira is not currently a field that can sync to Zendesk. For a full list of compatible fields, see Jira issue fields and compatible Zendesk ticket fields. If you can put the "Created" field value in Jira to a custom field in Jira, then you could potentially sync that to a custom Zendesk field. 

Just to close the loop on my original issue, I worked with Zendesk support and they ended up making changes that fixed the issue. Our field mapping/syncing is now working for all fields I had in my original screenshot.

Hi @sabra,

Are you aware if there is work being done to allow the syncing of more fields between Jira / Zendesk? I have noticed several are missing, including:

• ID (Zendesk)
• Requester (Zendesk)
• Component (Jira)

Hi Mike

We are using Zendesk Support for Jira on Jira sever. Now we want to mapping Zendesk ticket ID to JIRA, but we can't find such field when mapping fields. Which field should be used on my scenario?

Thanks

Gary

@jake11 sorry to bother you after you raised this so long ago but i'm having the same issue with the Fix Version field not syncing. What changes were made?

Thanks

James

@james92 - We actually didn't make any changes on our side, Zendesk said they made some improvements and it just started working. I figured they made core product changes that would assist others and not just us, but I'm not entirely sure. Sorry, I know that's not super helpful.

@jake11 - no need to apologise, thank you for getting back to me so quickly! Hopefully someone from Zendesk Customer Care is lurking in the shadows and can help me resolve my issue