Batching API updates into Zendesk

[Matthew]

I am trying to recreate the automation that updates the ticket status to open on a Zendesk ticket linked to a Jira work item when the work item is released/resolved. I've set up a web request automation in Jira to push those updates into Zendesk:

I'm running into issues with not all (non-closed) Zendesk tickets getting updated. I checked the audit log, and it appears that I'm encountering a timeout issue with the automation, which requires more than 30 seconds to update all the tickets.

I tried the support bot for suggestions on next steps, and it suggested:

Optimize Your Automation Rule

• Reduce the Number of Tickets per Run: Instead of processing all linked tickets at once, use a scheduled rule or break your automation into smaller batches. For example, process 20-30 tickets at a time
  
  
• Use Scheduled Triggers: Set up a scheduled automation that runs more frequently but processes fewer tickets per run. This helps avoid hitting the timeout

I'm unsure how to implement either of these solutions, so I'm seeking advice on next steps and how to get this integration running again, as it did with the V1 app (although it wasn't natively built into V2).

[Bill Sheboy]

Hi @Matthew 

You posted this in the App Central group rather than in the Automation Q&A area: 

https://community.atlassian.com/forums/Automation-questions/qa-p/automation-questions

Please ask one of the Community Champions or Community Managers to move it for you to the automation area: communitymanagers@atlassian.com

Back to your question...

In your screen image, I note in the Send Web Request action you did not select the option to "Delay execution of subsequent rule actions until we've received a response for this web request".

Please select that option and re-test your rule.

Kind regards,
Bill

[Matthew]

Thanks for the suggestion, Bill. Still receiving the same error though unfortunately.

[Bill Sheboy]

If you call that same endpoint with an example work item and API testing tool outside of a rule, do you see the same response timeout?  If so, perhaps contact the vendor Zendesk or check their support page to learn if they are experiencing a problem.