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This is a very common use case encountered by Support and Development teams. If  If the support team receive a ticket and decide to report it

to Development as a bug, then  then all subsequent reports of this same issue (by different customers probably) should continue to be linked to

this same Development bug. 

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• Create a Macro in Zendesk that take the following actions:
  
  • Adds the tag "exalate" to the ticket
  • Changes the status of the ticket to on-hold
  • Add an internal note to the ticket
    

• On the Zendesk use a custom field called Key that will be populated by the support agent before Exalating the ticket.
  This will be populated with the Jira ticket number of the bug that this Zendesk ticket is to be linked with. 
  In the outgoing sync script on Zendesk, include the value of this field in the replica:

  Code Block
  language groovy
  replica.customFields."Key" = issue.customFields."Key"

• On the Jira Incoming script, we read the value of this field and employ the ComponentAccessor to search for the local issue corresponding to this key:

  Code Block
  language groovy
  import com.atlassian.jira.component.ComponentAccessor

  Code Block
  language groovy
  if(firstSync){    issue.projectKey   = "SYEDR"     issue.typeName     = "Bug"    def remoteIssueUrn = replica.customFields."Key"?.value    if (remoteIssueUrn){         def issueManager = ComponentAccessor.issueManager         def mainIssue = issueManager.getIssueByCurrentKey(remoteIssueUrn)         issue.id = mainIssue.id     }     else{          issue.summary = replica.summary         issue.description  = replica.description         syncHelper.syncBackAfterProcessing()     } }

  
  

  
  
  

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