Webhook is not sending comments

Question

We are using Jira in combination with Freshdesk via Webhook.

If we change ticket status, comment is sent to Freshdesk normally. For example if we change status to On Hold, notification is visible in Freshdesk: "JIRA issue status changed to On Hold."

However, if we add a comment to ticket in JIRA, notification is not sent. This stopped working around 3 weeks ago. We did not notice at first, but our support department is not receiving comments from developers anymore, which is really bad.

I checked settings under Webhook and I don't see that anything would be set wrong.

We are using Jira cloud, so I am pretty sure that this must be caused by some update of Jira.

Sašo Piskar · Answer

Soane, thank you for your answer.

Actually, because of some changes in Jira, Freshdesk plugin did not work correctly anymore. At Freshdesk they fixed their backend on 7.3.2018, after we sent them support question for this, and it is now again functioning as it should.

Soane · Answer

Hi Sašo,

It can be due to the following change announced since September 2017:

https://developer.atlassian.com/cloud/jira/platform/change-notice-removal-of-comments-from-issue-webhooks/

https://developer.atlassian.com/cloud/jira/platform/deprecation-notice-removal-of-comment-object-data-in-jira-issue-webhooks/

You'll need to ensure that the relevant triggers are selected - comment_created, comment_updated and comment_deleted - on the Freshdesk webhook.

Hope it helps.

Cheers,
Soane K.