Fields Sync once from ZD to Jira is showing error when ZD ticket is updated

Use Case
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Originally asked by Shaleen Kukreti on 13 June 2023 (original question)

I have Sync ZD and Jira, all the data moved and the ticket is generated in Jira. When I add a comment in the ZD, the ticket is not getting Sync, it’s asking for the same information which was filled in earlier, as that information is required to generate the Ticket in Jira.

Syed Majid Hassan can you help?

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Answer by Shaleen Kukreti on 13 June 2023

Hi Syed Majid Hassan ,

So that did not helped, but I was able to get the cause of the issue. I was restricting “Labels” to flow from ZD to Jira and from Jira to ZD. Because of which 1st time with all the required details the ticket gets created in Jira, and when I try updating ZD with comments, many fields reset to blank, which cause the error.

When I enable “Labels” from both side, I didn’t encounter this issue anymore. This is a bit strange, but that’s how it is working. Thanks for your quick Input.

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Answer by Syed Majid Hassan on 13 June 2023

If I understand this correctly,

  • Initial ZD ticket is successfully sent over to Jira and created
  • Subsequent updates from ZD on the same ticket do not flow to Jira
  • Jira updates on the corresponding ticket flow over to Jira.

If this is indeed the case, it sounds like you have a lost webhook in Zendesk somehow. Can you go through these steps please: https://docs.exalate.com/docs/recreating-a-lost-webhook

Thanks

Majid