Create JIRA ticket created from Zendesk in specific status

Sabarish Sankar March 14, 2014

We have integrated zendesk with JIRA. As per our workflow, when we create a new ticket, it gets created in 'Open' status. We have set up triggers in Zendesk such that any new zendesk ticket will automatically create a new JIRA ticket.

When a new ticket is created from zendesk, I want it to be created in 'Pending Review' status and not 'Open'. But when a ticket is created internally, not from Zendesk, it has to be in 'Open' status. Can someone advise on what is the right way to achieve this?

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Nic Brough -Adaptavist-
Community Leader
Community Leader
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March 14, 2014

You can't really do this. A workflow can only have one "create" point, and there is no sane way of doing it any other way.

What you can do though:

Create a different issue type for Zendesk issues. E.g. it creates "Zen call" issues instead of "bug", "feature" or whatever. A different issue type can have a different workflow from the others, so you can have one workflow that lands in "open" for most issue types, then a second one that starts "pending review" if the issue is a Zen call.

Create a listener that catches new issues, checks if they came in from Zen and issues a transition to "move issue from open to pending review" if it is a Zen issue.

Sabarish Sankar March 14, 2014

Thanks Nic! I can create a new issue type. Can you point to some documentation on how i can have a different workflow for newly created tickets based on issue types ?

Sabarish Sankar March 14, 2014

Thanks Nic!

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 15, 2014
Have a look for "workflow schemes" in the docs
4 votes
Susan Briscoe March 9, 2017

How did you do that automatically. Zendesk is telling us that we have to take a manual step to create an issue in JIRA from within a Zendesk ticket.

francis
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
June 25, 2019

Hi @Susan Briscoe 

 

Not sure if you found a solution.  Anyway - if you have more advanced requirements, have a look at Exalate

(I'm with the Exalate team)

It provides a number of capabilities such as

* No dependencies between the different instances
The target project is selected on the Jira side.  Whenever you need to make a change in your Jira configuration - you can do it without affecting the synchronisation agreements.  Autonomy is a key feature of any integration solution.

* Multiple bidirectional connections
You can link a single Zendesk instance with multiple other instances (Jira (all deployment models), ServiceNow, Github, ... and more to come), or link a single Jira with multiple Zendesk instances (or any permutation you can imagine)

* Completeness
Whenever you exalate an issue to Jira, you can send over the complete ticket history (all comments, descriptions ...).  And comments are copied over as if they have been created locally.  Status synchronisation is possible also on Jira Server

 

Let us know if you would like to see it in action - we're here to demo the capabilities of Exalate  and to discuss your requirements - just select a convenient timeslot here

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Sabarish Sankar March 14, 2014

Thanks Nic! I can create a new issue type. Can you point to some documentation on how i can have a different workflow for newly created tickets based on issue types ?

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