Updating Assignee in Zendesk from a Jira Custom Group Picker Field

General Questions
1

I have a script updating a number of fields but struggling with Zendesk Assignee, what I’m doing is syncing a Jira Asset Filed and using a map in the incoming script, this is what the jira payload looks like:

},
“labels”: [],
“customKeys”: {
“assignedTeamObjectId”: “895”

This is my Zendesk incoming script, with a map for the asset ID and Zendesk Group ID

// --- Assignee Sync (Production) ---
try {
    // Extract Jira Object ID
    def jiraObjectId = replica.customKeys.assignedTeamObjectId?.toString()

    if (!jiraObjectId && replica.customFields."Assigned Team"?.value instanceof List) {
        jiraObjectId = replica.customFields."Assigned Team"?.value[0]?.objectId?.toString()
    }
    if (jiraObjectId) {

        def groupMapping = [
            "894": 25158582863772L, "895": 25158534124316L, "1104": 25158566809500L,
            "899": 25158590336028L, "900": 25158575842588L, "901": 25158566891292L,
            "902": 25158601422236L, "904": 25158575985820L, "905": 25158601525788L,
            "906": 25158576082204L, "907": 25158567061148L, "908": 25158590623900L,
            "909": 25158618218268L, "910": 25158567143452L, "911": 25158601671068L,
            "912": 25158576230940L, "913": 25158567214748L, "914": 25158590809756L,
            "915": 25158593104284L, "971": 25158583451932L, "917": 25158485729820L,
            "918": 25158601840156L, "919": 25158618440732L, "920": 25158567389852L,
            "1062": 25158590996124L, "922": 25158593264156L, "923": 25158583640476L,
            "924": 25158583716508L, "925": 25158591135132L, "926": 25158618692380L,
            "927": 25158583789852L, "928": 25158602217116L, "929": 25158618774556L,
            "930": 25158567742748L, "931": 25158591279004L, "932": 25158593534492L,
            "933": 25158583968668L, "934": 25158591345052L
        ]
        def targetZdGroupId = groupMapping[jiraObjectId]
        if (targetZdGroupId) {

            def currentGroupId = ticket.groupId
            if (currentGroupId != targetZdGroupId) {
                ticket.groupId = targetZdGroupId
                ticket.assigneeId = null // Zendesk requirement
        }
    }
} catch (Exception e) {
    syncErrors.add("Automatic Sync Notification: Assignee Sync failed. Error: ${e.message}")
    log.error("Automatic Sync Notification: Assignee Sync failed for ${replica.key ?: 'unknown'}. Error: ${e.message}", e)
}

But I just can’t seem to make it work, i.e. update the Assignee with the relevant Team

2

Hi Matthew

What needs to change in the script:

  • group → customKeys.“Group” (It only reads issue.customKeys.“Group”)
  • unassign user → assignee = null

Everything else (Jira asset id extraction, groupMapping) can stay as you had it.

Can you try this please (please add the rest of the mapping)

try {
    def jiraObjectId = replica.customKeys?.assignedTeamObjectId?.toString()

    if (!jiraObjectId && replica.customFields."Assigned Team"?.value instanceof List) {
        jiraObjectId = replica.customFields."Assigned Team"?.value[0]?.objectId?.toString()
    }

    if (jiraObjectId) {
        def groupMapping = [
            "894": 25158582863772L, "895": 25158534124316L,
            // the rest of the mapping
        ]
        def targetZdGroupId = groupMapping[jiraObjectId]
        if (targetZdGroupId) {
            issue.customKeys."Group" = targetZdGroupId
            issue.assignee = null
        }
    }
} catch (Exception e) {
   debug.error("Assignee Sync failed)
}

Kind regards,

Mathieu Lepoutre