Originally asked by Account Management on 26 June 2023 (original question)
Is it possible to synchronize a User field from Zendesk to Jira using a script connection?
Example, when we Exalate a Zendesk ticket to a Jira project, we want to populate a custom field in the Jira issue called “VIP Account Manager” with the Zendesk User field “VIP Account Manager”. This field is used to know which Account Manager the user belongs to.
Answer by Javier Pozuelo on 20 September 2023
Hello,
The only way possible is to create a custom field with the exact name and options as the user field. Once the ticket is created, it will synchronize the user field value with the Zendesk custom field. From there, you sync the Zendesk custom field to the Jira custom field.
Jira Outgoing Sync
replica.customFields."VIP Account Manager" = issue.customFields."VIP Account Manager"
Jira Incoming sync
issue.customFields."VIP Account Manager".value = replica.customFields."VIP Account Manager".value
Kind Regards,
Javier Pozuelo
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