How to trigger only new tickects?

General Questions
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1

This topic is regarding Zendesk jira integration

by using exalate
Scenario: Once I create a new connection will all code changes

I dont want the old tickets to get triggered in zendesk but i need only the new ones to be triggered
In trigger what script can i add so the old ones will not sync

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I have used this, but here the old tickects are not getting synced but also the new ones created after that time also not getting synced

4

Hi @Vineela

Thanks for raising the question in Exalate Community !

Exalate has rule: Once in sync always in sync. That means once the issue/tickets in sync that will be always in sync , doesn’t matter if it matches the trigger condition or not.

Now we have 2 options:

  1. You can ignore the updates from outgoing sync script of Zendesk
  2. UnExalate the old tickets , but in that case if any ticket which matches the condition of trigger will be created in Jira again.

Also regarding the trigger condition , try this way:

tags:your_tag created>2024-01-01

Kindly provide both conditions in one line and use only date instead of date-time.

Let me know how do you want to proceed further.

Thanks,
Sonal

5

hi sonal,
Thanks for your reply
created>2024-01-01
so this is yyyy-mm-dd format or yyyy-dd-mm format

6

It would be yyyy-mm-dd

7

Hi Sonal,
i did try with the above solution you have provided,
image
Todays tickets are also not getting synced

8

I removed the tag and tested it was creating but if i even using todays date
the tickets are not getting synced

Thanks for your response

best,
Vineela

9

can you please try to use created>2025-07-02 and see if todays tickets are getting synced or not?

1 Like
10

Hi, No change soal tickects are not passing even if i have used the previous date

11

soory, for the typo.
Ticket getting updated but this should not trigger for the previous ticket which are getting update right?
Let say if i make change in the tickect which is not synced, then will not create a new jira right?

12

Hi @Vineela

Could you please clarify the issue once more? I’m a bit confused about what’s currently working and what’s not.

Thanks,
Sonal

13

Hi Sonal,

Sorry for the Confusion, The trigger is working fine, the sync is working
What i’m worried about is
What if there is old ticket in zendesk (Which is not created when the flow is working) which is modified and updated then do this trigger create a new ticket on jira

14

while looking into this i saw another field value not passing can we continue on the same ticket ?

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16

I would prefer to create the another topic/question.

17

It depends on the created date of that ticket as your trigger query contains the condition of the created date.
If the ticket was created before the date which is mentioned in trigger query it will not create the new ticket in Jira