Create JIRA ticket created from Zendesk in specific status

[Sabarish Sankar]

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?

[Nic Brough -Adaptavist- · Accepted solution]

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]

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]

Thanks Nic!

[Nic Brough -Adaptavist-]

Have a look for "workflow schemes" in the docs

[Susan Briscoe]

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]

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

[Sabarish Sankar]

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 ?