Field Mapping Issue Type to Zendesk

Question

We have created a custom Field in ZENDESK called "ISSUE TYPE" so that we can use the existing field mapping within JIRA to push the issue type value to zendesk but we are having an issue finding that value in the first column as seen below.

Here is a screenshot of our Zendesk and the fields that we are trying to get to match.. the red below already works based on the settings above.. we are just trying for reporting and sorting visibity within zendesk to sync the ISSUE TYPE also.

Syed Majid Hassan -Exalate- · Answer

Hi @Jarad  Garlesky

Welcome to the community. This is Majid @ Exalate.

Is the end goal here to allow for reporting in Zendesk based on the issue key created in Jira? If that is the case, yes you will need to sync over the issue key that is created into a custom field and then create filters/ reports off that field. This is very possible using synchronization apps like Exalate, but not sure if it is possible with the app you are using (might be wrong).

Hope it helps.

Thanks

Majid

unknown · Answer

Same as Nick has said, when you integrate Zendesk to Jira, you specify what Issue type in Jira you want created when a Zendesk ticket is created.... and that's it. A single one-to-one relationship then exists between the two and there is no 'sub-relationship' or duplication of that relationship you need to map.

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

Issue type in Jira is a very structural thing - technically, everything hangs off the issue type (within a project - a bug in one project may not behave the same as a bug in another project, but issues in the same project have no choice but to work the same way.  And a lot of Jira people use the same config in their projects, so a lot of them look the same)

So you need to ask how they are doing it differently.

My "consultant" instinct is to also ask "why are you doing it differently?"