Add a new tag to the Zendesk source ticket, during outgoing sync

[Aldo_Ercolani]

I have a ticket in Zendesk that is being synced to Jira.
When this happens, I want the tag “jira_escalated” to be added to the source Zendesk ticket.
I’ve added this in the outgoing script:

    issue.labels += nodeHelper.getLabel("jira_escalated") // Add the 'jira_escalated' tag
    replica.labels  = issue.labels

And I see both replicas have the added label, checking on Zendesk Endpoint:

• both on local replica and remote replica:

    "labels": [
      {
        "label": "......"
      },
      {
        "label": "jira_escalated"
      }
    ],

The added “jira_escalated” tag appears on the Jira side issue, but is not visible in Zendesk’s ticket tags, even though “Entity Sync status” functionality shows the label is there.

I don’t know what to fix.

Alternatively, I can accept to modify the status of the Zendesk’s ticket upon syncing, setting it to a custom status “Escalated” for instance.
That’s what I’m going to do with a Zendesk trigger set on the added jira_escalated tag.

[Sonal_Otwani]

HI @Aldo_Ercolani

Welcome to Exalate Community !

So here we need to use syncBackAfterProcessing feature.

syncBackAfterProcessing

The use case described here is not same as your use case but we can use this to achieve what you need.

Kindly give us some time to test your use case and we will update the script here.

Thanks,
Sonal

[Aldo_Ercolani]

Hi Sonal
following your suggestion I was able to solve the problem, thanks!
What happens now is that Jira issue is created with the jira_escalated tag and syncs back to Zendesk ticket.
Syncing back syncs also the lables so the newly added jira_escalated now appears on Zendesk too, and I’ve been able to build a trigger on that on Zendesk’s side to move the ticket status.

Thank you very much.

[Sonal_Otwani]

Hi @Aldo_Ercolani

Thanks for an update!

Regards,
Sonal