How do I reference the Zendesk Forms ID in Outgoing Sync?

[xl8bot]

Originally asked by Sandra Campbell on 03 July 2023 (original question)

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As I need it to then map to a Jira Issue type in the Jira On Prem Incoming Sync.

thanks, Sandra

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[xl8bot]

Answer by Syed Majid Hassan on 08 July 2023

Hi Sandra Campbell,

Please try the following snippet in your Outgoing script:

def res = httpClient.get("/api/v2/tickets/${issue.key}.json")

long form_id = res.ticket.ticket_form_id 

debug.error("${form_id}")

It should print the form_id in the errors window. If this is what you were looking for, please let me know by marking the answer as accepted.

Thanks

Majid

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Comments:

Sandra Campbell commented on 10 July 2023

hi Syed Majid Hassan

that worked!

thanks for your help

Sandra

[xl8bot]

Answer by Sandra Campbell on 04 July 2023

hi Jillani Fazal

In Zendesk we have a number of form types (eg. Tech support, Return Request, Feature request) which have different fields for the customer/agent to fill in.

The Jira project has issue types for Tech Support, Return Request etc. which also have different fields.

When we exalate a Zendesk ticket to create a new Jira issue, if the ZD ticket is using the Tech Support form, then the Jira project issue type should also be Tech Support.

Does that give you enough context?

thanks, Sandra

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[xl8bot]

Answer by Jillani Fazal on 03 July 2023

Hi Sandra Campbell Would it be possible for you to elaborate the scenario a bit more, please? Thank you!

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