Jira comments not sent to Zendesk ticket from Resolved screens

Jira comments not sent to Zendesk ticket from Resolved screens until an independant comment is created.

To reproduce:

1) Create a Zendesk ticket and generate a Jira Issue

2) Move the ticket in the workflow and make a comment (Note that the workflow must have a screen associated with it for instance we have configured a screen when the issue is resolved which let's the user update the resolution and comment on the issue change).

3) Notice that the Status change is reflected nicely in Zendesk. However the comment did not get sent to Zendesk.

4) Now go to the Jira Issue and make a comment from the issue screen.

5) Now not only did the recent comment come through but the 'Resolved' comment also comes through.

I think this may be a bug in Jira. If anyone knows how to fix this through some configuration please let me know otherwise I will log a Jira Bug.

2 answers

Hey Edie,

I would suggest raising an issue with Zendesk, as this may not be JIRA related, but a bug on the plugin. Raising a ticket with Zendesk will essentially aloow them to look into this issue and suggest a fix for this.

+1

My development team has reported the exact same issue at my company and i have verified that this is happening. i submitted a question on Zendesk's support site as well to see if they have any information

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,296 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot