Sync Issue - Jira and Zendesk

General Questions
22

Hi @spulakhandam ,

I have covered two use cases out of three which we had discussed in our last call.

  • If Request Type = Defect on Zendesk, then it should create Work Item with ‘Bug’ issueType on Jcloud

  • If Request Type = Defect on Zendesk, and if the issueType = Bug on Jira cloud, then no ASSIGNEE field should be synced. And if Request Type is other than ‘Defect’ for field ‘Request Type’ on Zendesk, then it will create ‘Task’ (or any other field you define) in Jira cloud as well as will synchronise Assignee field value

Zendesk – Outgoing sync rule:

replica.assignee     = issue.assignee

replica.customFields."requestType" = issue.customFields."Request Type"

Jira cloud – Incoming Sync rule:

if (firstSync) {

    issue.projectKey = "TP"

// Extract Zendesk Request Type tag safely

def requestType = replica.customFields."requestType"?.value?.value?.toLowerCase()


// Set issue type based on Request Type

if (requestType == "defect") {

issue.typeName = "Bug"

    } else {

issue.typeName = nodeHelper.getIssueType(replica.type?.name, issue.projectKey)?.name ?: "Task"

    }

}


// Common field mappings

issue.summary      = replica.summary

issue.description  = replica.description

issue.comments     = commentHelper.mergeComments(issue, replica)

issue.attachments  = attachmentHelper.mergeAttachments(issue, replica)

// issue.labels = replica.labels  // intentionally skipped


// Handle Assignee only if NOT a Defect/Bug

def requestType = replica.customFields."requestType"?.value?.value?.toLowerCase()

if (requestType != "defect") {

def assignedUser = nodeHelper.getUserByEmail(replica.assignee?.email)

if (assignedUser) {

issue.assignee = assignedUser

    } else {

log.warn("Assignee '${replica.assignee?.email}' not found in Jira — skipping assignment.")

    }

} else {

log.warn("Skipping assignee sync because Request Type = Defect (Bug).")

}

Now the third and last use case is remaining which I will work on early next week.

  • If Request Type = Defect on Zendesk, and if the issueType = Bug on Jira cloud, then no STATUS value from Jcloud to Zendesk field named “Jira Status” (text type) should be synced.

Please try these out, and let me know the outcome.

Thank you,

Ashar

23

Hi @spulakhandam ,

Just checking in to see if you had a chance to try the solution I shared for your two use cases.

Looking forward to hearing how it went!

Thanks,
Ashar