How can I show the Zendesk ticket number in my Jira Issue Filter?

Dale Bronk April 25, 2017

I've searched and am not finding the answer.  I know I can see the Zendesk information in a ticket detail screen, but I want to show the Zendesk ticket number as a column in my Jira Issue Filter.

Also, is there a better way other than by label jira_escalated to search for tickets that came from Zendesk.  While that is a special label there is nothing stopping someone from adding that label to any ticket or removing it from a ticket.  I'd like a way to search something like zendesk issue id != ''

Thanks

2 answers

1 vote
Syed Majid Hassan -Exalate-
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November 25, 2023

Hi @Dale Bronk

This is Majid @ Exalate. 

The main question here is that how are you integrating between Zendesk and Jira? Is it a custom DIY solution or an app? We, at Exalate, specialise in integrating between different ITSM tools and also boast an advanced scripting engine. The requirement you outlined here would be 1 line of script in Exalate, but I really need to know more details around how you are integrating currently. 

Thanks

Majid

1 vote
brbojorque
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December 19, 2019

First of all, I don't know what is your current setup.

There are many ways how to solve it but is dependent upon your setup, you can create a custom field (ZendeskID) to achieve this and depending on how you create a ticket from Zendesk you can just update the custom field with the Zendesk ID.

In your JQL you can just say.

project = PRO AND ZendeskID NOT EMPTY
Aleksei Kim November 20, 2023

How to populate this new custom field with the Zendesk Ticket ID? or link to issue? links to docs are much appreciated.

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