Create a connection using script instead of user interface

General Questions
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1

I’m working on a Zendesk < - > Jira integration. We are using the Zendesk Jira connector to create and link tickets. We want to use Exalate only for complex synchronization rules not supported with the Zendesk Jira connector. We don’t want to have to manually create a connection in Exalate for every ticket linked using the connector, so we want to create these using scripting mode. Has anyone done this before or have suggestions as to how could be implemented?

2

Welcome to the community @Rodolfo_Romero!

Zendesk

In Zendesk I have the following field, in which I add the remote JC ticket key:

image

I created the following trigger in Zendesk which will pick up any ticket that has the custom field “Remote Ticket ID” populated with a value:

type:ticket custom_field_47633653133076:*

Jira Cloud

This is what you would need to implement in the Jira Cloud incoming script to dynamically connect your ZD ticket with the existing Jira Cloud ticket

def remoteIssueUrn = replica.customFields."Remote ticket ID"?.value //replace with the actual Custom field name
if(remoteIssueUrn && firstSync){
  def localIssue = httpClient.get("/rest/api/2/issue/"+remoteIssueUrn)
    issue.id = localIssue?.id
    issue.key = localIssue?.key
}

Alternative (Reverse Direction)

You can also implement the same pattern the other way around:

  • When creating the Jira issue via the ZD -JC connector, populate a custom field in Jira with the Zendesk ticket ID

  • Then, in the Zendesk incoming sync, use the same logic to:

    • Look up the Zendesk ticket

    • Connect the JC issue to the existing ZD ticket