Zendesk integration only works one way

Gijsbert_uk40ur

Hi,

I've configured a Zendesk integration in OpsGenie to do this: "From an Opsgenie Alert, create a Zendesk Ticket and synchronize both systems to reflect the changes made in any of these systems."

When creating a new alert, a ticket is successfully created in Zendesk, but updates to the ticket in Zendesk are not applied to the alert.

There's this warning in OpsGenie's Integration log when the alert is created: "[ZendeskV2-Zendesk] Skipping callback for [AddInternalDetails] action on alert with alias [...], no matching rule was found.". 

What rule is this referring to?

 

Also (and maybe related), whenever something get's updated in Zendesk and an OpsGenie trigger is activated, this warning appears in the logs: "[ZendeskV2-Zendesk] Discarded incomingData, Reason: Missing/Incorrect ticket parameter; Discarding!"

 

Any idea what I'm missing here?

Nick Haller

Hi @Gijsbert ,

On the Zendesk side, you will need to configure a Target (essentially the Opsgenie integration that will be sent requests when actions are taken on the Zendesk ticket), and some Triggers (actions taken on the Zendesk ticket that send to Opsgenie and trigger the Target/integration).

For more information on those, you can review the Configuration in Zendesk part of our documentation here: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-zendesk/#Add-Zendesk-Integration-in-Opsgenie

Step 9 outlines the configuration for each trigger: https://github.com/opsgenie/opsgenie-integration/blob/master/zendesk/triggerInstructions.md

You can most likely skip the Create Action since your workflow is Opsgenie alerts creating Zendesk tickets, but you should consider adding a trigger for the others; Pending Action, Resolved/Closed Action, Add Note Action.

Within the Opsgenie integration, you can configure what will happen to the alert when these triggers/actions are taken on the Zendesk ticket, and how it will map to the Opsgenie alert:

If configured correctly on the Zendesk side, this should work as expected with actions taken on the ZD ticket reflecting on the OG alert:

 

Hope that helps! Let us know if you run into any other questions.