JIRA Label automatically populated

Hey Chad,

You're correct and this is hardcoded, however, you should be able to create a trigger that removes this tag. Here's a screenshot of what this trigger can look like:

Let me know if this isn't what you're looking for.

Thanks!

Hi Brett,

Sorry I should have been a little clearer. The label "jira_escalated" is created in JIRA when I create a JIRA ticket from Zendesk. I don't want to automatically add that label when a JIRA ticket is created from Zendesk.

Are there plans to remove this in the future?

Hi Miguel,

This isn't currently planned but I've noted your feedback for this feature. I'll let this group know when we plan to build this.

Thanks,

David

+1 on this request. It emails everyone working on or watching the Jira ticket every time a ticket is linked or created in Zendesk, which is less than ideal from a notification standpoint. 

+1 as well for the same reason Ray describes.

Any progress on this? The label of 'jira_escalated' on the JIRA side is causing confusion for our engineering team, however we would want to keep this label on the Zendesk side. It would be helpful if this label reflected in JIRA as 'zendesk_escalated' instead of 'jira_escalated'. 

Hi @Lauren Wiest,

Unfortunately there's no update on changing the labels. I've added your feedback to the feature request and will update when we've developed & released this update.

Thanks,

David

Hi everyone,

I have been able to find a workaround for this by :

1. Adding a Trigger to replace jira_escalated by "tag_of_your_choice" (if you want it to be reflected on JIRA you will need to name it jira_xxxx
2. Modifying the trigger named : (JIRA App) Sync with JIRA on ticket update (do not change) , in order to trigger only when the ticket contain the "tag_of_your_choice"
3. If you are creating JIRA directly from Zendesk, you might want to create a Trigger in JIRA to remove "jira_escalated"

In order to do some clean up you can :

1. Massively update zendesk or Create an automation to replace all "jira_escalated" by "tag_of_your_choice"
2. Massively update Jira or Create an automation to remove or replace "jira_escalated"

If Zendesk is aware of any side impact that could happen doing this, please let us know,

Pierre

We tried the workaround above, and unfortunately didn't work for us. 

Is there any way we can remove this at all? This is unnecessary and not an ideal notification for our teams. Thank you!

could we at least have the option to rename it? meaning when Jira is created from ZD, the label could be called ZD_created or anything else?

+1 to this request. Having to remove the tag from Zendesk and the label from Jira is a workaround that would be nice to not have to do 

+1 it seems like tags related to synced fields are copied over to Jira, which adds a lot of irrelevant tags to our Jira tickets.

+1 it seems the tag jira_escalated when doing automation mess up our Jira. The tag jira_escalated is being used by our dev team. We would like to differentiate the Jira issue escalated by Zendesk and by dev team. 

+1 . `jira_escalated` continues to confuse our engineers.

Is there a way to configure jira to not allow zendesk to add labels to workaround this?

Hi @james20 

Not at the moment since this is how the integration was designed to function. Unless you were to create your own JIRA integration like what Brett mentioned here.

The zendesk-jira integration seems to add it back if you remove it sometimes. I think the trigger will just cause way too many updates each time it's added and removed.

+1. This is absolutely ludicrous… How can a request that's garnered considerable love from the community still be in limbo 5 years later?!

I honestly just want to change this label to “created_in_zendesk” or something similar so our engineers do not get confused about why this ticket needs to be escalated…

+1, the label and emails are quite annoying and confusing