Zendesk support for Jira automatically sets Description to None when a Zendesk ticket is linked

[Anatoli Hadukhin]

Hi, everyone!

We have recently added the Zendesk support for Jira app but here's the thing: when a Zendesk user links a ticket to a Jira issue by adding the jira_escalted label, the system automatically sets the Jira issue Description field contents to None (screenshot 1).

I have checked the app configuration, and the Error Report tab has the following line:
"Ignoring description due to absence from JIRA's editmeta" (screenshot 2). I checked the issue the Last Seen column refers to, it is the same there - the description is automatically cleared, so I guess is relevant for all projects.

I couldn't find any information related to the issue described so I would really appreciate any assistance. Thank you in advance!

[Diana_Architect_ZigiWave · Accepted solution]

@Anatoli Hadukhin hello. Did you find the reason for your issue? I think either the field you're trying to map from Jira to Zendesk is not populated or the mapping process has not been executed properly. Do you use any tool to make the integration? If not, but you're open to the idea of such maybe take a look at ZigiOps. It's a no-code integration tool, fully customizable, can transfer any field (regular or custom), and can automatically do the field mappings. Also the tool establishes a bi-directional integration between Jira and Zendesk and syncs the data between the two. You can also book a demo if you want to know more about it and see it in action.

Regards, Diana (ZigiWave)

[Anatoli Hadukhin]

Hey, @Diana_Architect_ZigiWave

Yes, the reason for such behaviour was the wrong field mapping settings. After I cleared them, the description field remained untouched.

Thank you for your answer and tool suggestion!

[Dhiren Notani_Exalate_]

Hi @Anatoli Hadukhin 

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between Zendesk and Jira (among other ITSM systems) that is fully customizable. It is easy to set up and the entire customization can be configured using a no-code interface. You can synchronize system as well as custom fields with ease. Also, Exalate provides a scripting engine which is based on Groovy scripting that allows you to achieve even the most complex use cases.

If you would like to see a customized demo of the product in action, feel free to book a slot with us. 

Thanks
Dhiren