Jira to Zendesk synchronization errors

General Questions
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1

Originally asked by Harold Oconitrillo on 02 May 2022 (original question)

Zendesk is blocked on issue tracker

Error impact: Relation

Error type: Sync rules error

After that message, our tickets stopped to be synced to our customer’s Zendesk from Jira.

What is causing it? That is the first time we experience this type of error and it is causing so many issues to my colleagues.

services.jcloud.exception.JiraCloudTrackerException: Could not perform a transition `{"transition":{"id":"1021"}}` for issue with id `55,008`: "CBA Ticket Level" is mandatory to solve the issue, please select a valid option.; "CBA Company" is mandatory to solve the issue, please select a valid option.; "CBA System" is mandatory to solve the issue, please select a valid option..
at services.node.JCloudTrackerExceptionCategoryService.generateCouldNotPerformTransitionForIssueJir
2

Answer by Harold Oconitrillo on 10 May 2022

Hi,

Your alternatives could be to make this fields, (“CBA Ticket Level”, “CBA Company”, “CBA System”)not necessary for the transition “id”:“1021”) or synchronize those fields.

Feel free to contact us back for further questions.

Kind regards,