How can I find all Jiras that have a Zendesk ticket linked?

[sideman.wu]

Hi all,

I am trying to create a filter with JQL that shows all the Jira tickets that have been created last year that have a Zendesk ticket linked to it. Here is my current code:

project = PROJECT-ID AND created > 2023-01-01 AND created < startOfYear() AND status not in (Closed, Done, "In Delivery") AND "Zendesk Ticket Count[Number]" is not EMPTY

My logic here is to look in my project and find Jira tickets that have been created between Jan. 2023 and Jan. 2024 that are not "completed" and they must have a Zendesk ticket linked to it. It is currently returning only 15 options out of 170+ created Jiras. This is inaccurate as I have spot checked a few Jiras that are not in the list that should be since they have a linked Zendesk ticket.

Any thoughts or advice to fix this? Thank you in advance! 

[Rudy Holtkamp]

Hi @sideman.wu and welcome to the community,

I would do it like this:

project = PROJECT-KEY AND created >= startOfYear(-1) AND 
created <= endOfYear(-1) AND resolution IS empty 
AND "Zendesk Ticket Count[Number]" is not EMPTY

This will fetch all open issues which were created last year and which have a Zendesk number. 

[Jehan Bhathena]

Hi @sideman.wu ,

Since your have fixed dates that you want to swt as thresholds, I would suggest a using the dates directly, makes the jql easier to read.

About the issues that your feel should fall in the filter but don't, did you check or find out why they aren't being reflected? Your JQL has 4 conditions Projects, CreatedDate, Status and Zendesk ID. Since we don't have enough information to know which issues falls out of your filter perhaps you can share the meta data of the issue with out any confidential data so that we have a more clear idea of why it isn't being filtered.

[sideman.wu]

Hi Jehan, thanks for the response! What I noticed is that the filter may not be picking up Jira tickets that have more than 1 Zendesk linked to it even though the filter is looking for anything equal or more to 1.