Zendesk Support + Jira Integration - All field mappings are disabled. Not useable? | Community
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Zendesk Support + Jira Integration - All field mappings are disabled. Not useable?

  • April 15, 2021
  • 2 replies
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A

I am working on integrating Zendesk Support into Jira, but having many issues when it comes to the field mappings. It seems like any time I select one dropdown, the other one shows everything disabled. It's almost to the point where mapping just simply doesn't work.

For example, for simple fields such as "Status" or even "Priority", I would think that I could map the two, but doesn't seem to work that way.

If I flip the direction the other way, same thing:

So with that being said, how exactly do I use this field mapping features? I've already set up the webhook and it looks identical to the instructions with the exception of the webhook URL of course.

It's very confusing that you can't map "Priority" to "Priority" or "Status" to "Status" in either direction (neither Jira -> Zendesk nor Zendesk -> Jira)

I'm basically following this guide: https://support.zendesk.com/hc/en-us/articles/203660196

The other confusing part about this is step 12:

If you are using Jira Cloud, you can check the integration works by adding the user add_on_zendesk_for_jira to the group jira-users in the Jira admin.

My integrated user has been added to Zendesk Support, but there is no group called "jira-users" in my Atlassian organization account:

Also, there is no user called "add_on_zendesk_for_jira" either. The instructions say "Jira Cloud" but I don't even know what this is referring to. From my understanding, there are only two versions of Jira: Jira Software and Jira Core.

I have been so totally confused by this setup process that I just realized that many of my browser tabs are all pointing to the same few guides/articles that lead to the same confusion. Cannot find clarification on this.

Any help would be greatly appreciated.

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      2 replies

      mccabe.tonna

      @Alton,

      In JIRA, have you selected the "Zendesk Support Ticket fields" you're wanting to sync with JIRA?

      When i have a field go from JIRA to Zendesk, I have the field type be "text" in Zendesk 

      I suspect that if you want to map dropdown fields, you will need to match the dropdown fields on the receiving end

      So in your screenshot you'll need a priority field in JIRA with fields: low, normal, high, urgent 

       

      However i recommend you start with something easier, like a text field

        Sabra
        • Sabra
        • April 30, 2021

        Hey, @Alton! When mapping Jira fields to Zendesk fields and Zendesk fields to Jira fields, the system will automatically disable - or gray out - fields that can't be mapped to each other. As McCabe mentioned above, you'll want to create custom fields of certain types in order to map data accordingly. This article, Using the Jira field syncing feature, does have two tables in it: one for mapping fields in the direction of Zendesk to Jira, and one for mapping fields in the direction Jira to Zendesk. 

        For example, if you wanted to map the Jira Status field to Zendesk, you would need to map that to a compatible Zendesk custom field that was one of the the following types: Text, Multi-line text, or Drop-down list. For more information on creating custom fields in Zendesk, check out this article: Adding custom fields to your tickets and support request form.

        As for your question about Jira Cloud, "cloud" and "server" are the two hosting options that are available through Jira, which you can read more about in their article, Differences between Jira and Confluence server and cloud, if you are curious. 
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