Originally asked by Elisabeth Henderson on 10 November 2023 (original question)
Our objective is that when we solve a certain type of Zendesk ticket, we create a Jira Ticket. And when the Jira ticket is created, we update the Zendesk Ticket with the Jira Ticket number.
We were attempting to use the syncHelper.syncBackAfterProcessing() function and experiencing updates that werenât expected. Was told by support âIt seems your sync is setup as a one-way sync, this function requires a two-way sync to work correctlyâŚwould you be willing to modify the connection so it works as a two-way sync at least in a minimum capacity? Otherwise we would have to remove this function and the Jira ticket value could not be sent back.â
Iâm not sure how to make our objective a âtwo way syncâ. I can create a trigger on the Jira side and send back something when the ticket is assignedâŚbut Iâm not sure that achieves the âminimum capacity two way syncâ?
We would prefer to not have to wait until a ticket in Jira is assigned to get the Jira ticket ID into Zendesk. If thereâs anyone that can help, itâd be much appreciated.