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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 theme Emacs
  replica.customFields."Key" = issue.customFields."Key"

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

  import com.atlassian.jira.component.ComponentAccessor

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  language groovy theme Emacs
  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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