Configure incoming sysn to custom Zendesk Field (Jira Status)

General Questions
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1

Originally asked by David Oosting on 09 January 2020 (original question)

Attempts to set an existing drop down status (which is also a list status too) with an incoming value.

Zendesk uses numbers for these dropdowns, and need to set the specific state.
The following does not work.
issue.customFields.“360023300132”.value = replica.status.name

Source: Zendesk (old community)

2

Answer by Francis Martens (Exalate) on 26 January 2020

Hi David,

I had to check for myself because it should be straightforward

  • Added a dropdown ‘Mood’ to the ticket fields, having a couple of values
  • Added following code to the connection
issue.customFields."Mood".value = "Happy"

  • Validated it by triggering a sync … and it worked.

  • Then I tried

issue.customFields."360005162417".value = "Angry"
  • That worked also …

So I’m not sure what the problem is - can you detail it out?

Comments:

David Oosting commented on 03 February 2020

Hi Francis,

So I changed the the variable in Zendesk to the following just to see if it would work as you stated:

issue.customFields.“360023300132”.value = “Open”

Although there are no errors, the dropdown value is not set to Open. (see below)

I also confirmed that the Value name was correct for the Jira Ticket Status.

Francis Martens (Exalate) commented on 03 February 2020

Can you copy the replica.field value into a comment or custom field of type text

And can you set the field to a fixed value - just to check

David Oosting commented on 03 February 2020

That was one option were were thinking, but have decided to go another way. We are matching the Jira and Zendesk status values so that Jira can now change the Zendesk ticket status. You can resolve this ticket with no - solution.

Francis Martens (Exalate) commented on 03 February 2020

(old community)

This is a public Q&A forum. Good that you have found a solution.