We have integrated zendesk with JIRA. As per our workflow, when we create a new ticket, it gets created in 'Open' status. We have set up triggers in Zendesk such that any new zendesk ticket will automatically create a new JIRA ticket.
When a new ticket is created from zendesk, I want it to be created in 'Pending Review' status and not 'Open'. But when a ticket is created internally, not from Zendesk, it has to be in 'Open' status. Can someone advise on what is the right way to achieve this?
You can't really do this. A workflow can only have one "create" point, and there is no sane way of doing it any other way.
What you can do though:
Create a different issue type for Zendesk issues. E.g. it creates "Zen call" issues instead of "bug", "feature" or whatever. A different issue type can have a different workflow from the others, so you can have one workflow that lands in "open" for most issue types, then a second one that starts "pending review" if the issue is a Zen call.
Create a listener that catches new issues, checks if they came in from Zen and issues a transition to "move issue from open to pending review" if it is a Zen issue.
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