Workflow recipe: Using auto assist to create Jira issues for troubleshooting

<body>
<p id="docs-hc-snippet" style="display: none;">It’s common for agents to use Zendesk to interact with end users, and then use Jira to create issues when help is required from the IT or engineering team.</p>
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<div class="body">

<p class="p">It’s common for agents to use Zendesk to interact with end users, and then use Jira to
create issues when help is required from the IT or engineering team. </p>
<p class="p">In this recipe, we’ll streamline that process by creating an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114#topic_dx3_rww_xcc" target="_blank">auto assist</a> procedure to guide agents through
troubleshooting common problems and automatically creating a Jira issue for the IT team
if more specialized assistance is required. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_ai_auto_assist_actions_recipe__ul_kk1_qvl_ydc">
<li class="li"><a class="xref" href="#topic_fpv_z5l_ydc">Workflow goal</a></li>
<li class="li"><a class="xref" href="#topic_ot3_1vl_ydc">Prerequisites</a></li>
<li class="li"><a class="xref" href="#topic_gmm_bvl_ydc">Creating a Jira project</a></li>
<li class="li"><a class="xref" href="#topic_m2g_cvl_ydc">Creating a Jira app and OAuth client</a></li>
<li class="li"><a class="xref" href="#topic_r4s_dvl_ydc">Getting the client ID and secret</a></li>
<li class="li"><a class="xref" href="#topic_edk_2vl_ydc">Finding your Jira Cloud ID</a></li>
<li class="li"><a class="xref" href="#topic_c22_fvl_ydc">Registering your Jira OAuth client in Zendesk</a></li>
<li class="li"><a class="xref" href="#topic_n2v_hvl_ydc">Creating a connection between Zendesk and Jira</a></li>
<li class="li"><a class="xref" href="#topic_xfr_3vl_ydc">Creating an action to create a Jira issue</a></li>
<li class="li"><a class="xref" href="#topic_jxj_jvl_ydc">Creating a procedure to guide agents</a></li>
<li class="li"><a class="xref" href="#topic_xbt_kvl_ydc">Customizing your procedure</a></li>
<li class="li"><a class="xref" href="#topic_bhc_lvl_ydc">Troubleshooting issues</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fpv_z5l_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Workflow goal</h2>
<div class="body">
<p class="p">We’re going to use auto assist to help agents troubleshoot common IT issues, and, if
necessary, create a Jira issue to request help from the IT team. </p>
<p class="p">To facilitate this, we’ll do the following: </p>
<ul class="ul" id="topic_fpv_z5l_ydc__ul_nld_wwl_ydc">
<li class="li">In Jira: <ul class="ul" id="topic_fpv_z5l_ydc__ul_jjk_xwl_ydc">
<li class="li">Identify or create a new Jira project, so we have somewhere to create
Jira issues. </li>
<li class="li">Create a Jira OAuth client. </li>
</ul>
</li>
<li class="li">In Zendesk: <ul class="ul" id="topic_fpv_z5l_ydc__ul_edx_xwl_ydc">
<li class="li">Register the Jira OAuth client so you can use it to create an OAuth
token. </li>
<li class="li">Create a connection, which makes it easy to create an OAuth token and
safely store it for use with your action. </li>
<li class="li">Create an action, which uses the connection to make a call to the Jira
API and create a Jira issue. </li>
<li class="li">Create a procedure, which tells auto assist what steps are required to
guide the agent through creating a Jira issue. </li>
<li class="li">Test that everything is working. </li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ot3_1vl_ydc">
<h2 class="title topictitle2" id="ariaid-title3">Prerequisites</h2>
<div class="body">
<p class="p">To accomplish this workflow, you’ll need the following: </p>
<ul class="ul" id="topic_ot3_1vl_ydc__ul_umj_1xl_ydc">
<li class="li">A Jira Cloud instance <div class="note tip" id="topic_ot3_1vl_ydc__note_hyp_1xl_ydc">
<span class="tiptitle">Tip:</span> Consider using a
new Jira sandbox or free plan instance rather than your production Jira
instance until you’re comfortable with how everything works. </div>
</li>
<li class="li">A Jira user with sufficient permissions to create a project, create issues
within that project, and create a Jira OAuth client.<div class="note tip" id="topic_ot3_1vl_ydc__note_jx3_bxl_ydc">
<span class="tiptitle">Tip:</span> If you’re using a Jira Free plan, all users are admins and have
the permissions you need. </div>
</li>
<li class="li">A Zendesk account with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>. </li>
<li class="li">An admin user login for the Zendesk account. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gmm_bvl_ydc">
<h2 class="title topictitle2" id="ariaid-title4">Creating a Jira project</h2>
<div class="body">
<p class="p">In Jira, identify a project to use or create a new one. It doesn’t matter whether
it’s scrum or kanban. Make sure your Jira user has access to the project. </p>
<p class="p">Make note of the key for your project (for example, ENGREQ), as you’ll need this
later. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_m2g_cvl_ydc">
<h2 class="title topictitle2" id="ariaid-title5">Creating a Jira app and OAuth client</h2>
<div class="body">
<p class="p">To create a Jira application and OAuth 2.0 integration, perform the steps described
in <a class="xref" href="https://developer.atlassian.com/cloud/jira/platform/oauth-2-3lo-apps/#enabling-oauth-2-0--3lo-" target="_blank">Enabling OAuth 2.0 (3LO)</a> in the Jira Cloud
Platform documentation. Make sure to configure the following values.</p>
<div class="p">When creating the app and OAuth client, set the <strong class="ph b">Callback URL</strong> to:
<pre class="pre">https://zis.zendesk.com/api/services/zis/connections/oauth/callback</pre>
<div class="note note" id="topic_m2g_cvl_ydc__note_rpf_fxl_ydc">
<span class="notetitle">Note:</span> It’s important to use the URL exactly as shown above.
Don’t change “zis” to your own subdomain. ZIS is a Zendesk service that securely
handles the interaction between Zendesk and Jira. </div>
</div>
<p class="p">When adding an API to the app: </p>
<div class="p">
<ol class="ol" id="topic_m2g_cvl_ydc__ol_kcz_dxk_d2c">
<li class="li">Select <strong class="ph b">Permissions</strong> in the left menu. </li>
<li class="li">Find <strong class="ph b">Jira API</strong> and click <strong class="ph b">Add</strong>.<p class="p">After a moment, the Add button
will change to Configure. </p>
</li>
<li class="li">Click <strong class="ph b">Configure</strong>.</li>
<li class="li">Find <strong class="ph b">Jira platform REST API</strong> and click <strong class="ph b">Edit Scopes</strong>. </li>
<li class="li">Make sure <strong class="ph b">View Jira issue data</strong> and <strong class="ph b">Create and manage issues</strong>
are selected.<p class="p">This will allow the action you create later to create, read,
and change Jira issues. </p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_r4s_dvl_ydc">
<h2 class="title topictitle2" id="ariaid-title6">Getting the client ID and secret</h2>
<div class="body">
<p class="p">In Jira, get the client ID and secret: </p>
<div class="p">
<ol class="ol" id="topic_r4s_dvl_ydc__ol_osz_pxl_ydc">
<li class="li">Open the <a class="xref" href="https://developer.atlassian.com/console" target="_blank">Jira Developer Console</a>.</li>
<li class="li">Go to the <strong class="ph b">Settings</strong> tab. </li>
<li class="li">Make a note of the <strong class="ph b">Client ID</strong> and <strong class="ph b">Secret</strong>.<p class="p"><img class="image" id="topic_r4s_dvl_ydc__image_bpp_txl_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_action_recipe_client_ID_secret.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_edk_2vl_ydc">
<h2 class="title topictitle2" id="ariaid-title7">Finding your Jira Cloud ID</h2>
<div class="body">
<div class="p">While you’re logged into the Jira Developer Console, go to:
<pre class="pre">https://&lt;YOUR_JIRA_SUBDOMAIN&gt;.atlassian.net/_edge/tenant_info </pre>
</div>
<p class="p">Make a note of the Cloud ID, as you’ll need it when you create the action later. </p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_c22_fvl_ydc">
<h2 class="title topictitle2" id="ariaid-title8">Registering your Jira OAuth client in Zendesk</h2>
<div class="body">
<p class="p">Registering your Jira OAuth client allows you to use it within Zendesk, instead of
having to interact with it using API requests. </p>
<p class="p"><strong class="ph b">To register your Jira OAuth client in Zendesk</strong></p>
<div class="p">
<ol class="ol" id="topic_c22_fvl_ydc__ol_sx2_zxl_ydc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_c22_fvl_ydc__d7e2119" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Connections &gt; OAuth
Clients</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add client</strong>. </li>
<li class="li">Fill out the following fields: <ul class="ul" id="topic_c22_fvl_ydc__ol_f5x_zxl_ydc">
<li class="li">
<strong class="ph b">Name</strong>: Give the client a meaningful name so you can find it
easily later (for example, Jira_client). </li>
<li class="li">
<strong class="ph b">OAuth grant type</strong>: Authorization code </li>
<li class="li">
<strong class="ph b">Client ID</strong>: The Jira client's ID</li>
<li class="li">
<strong class="ph b">Client Secret</strong>: The Jira client's secret </li>
<li class="li">
<strong class="ph b">Authorize URL</strong>: auth.atlassian.com/authorize Token URL:
auth.atlassian.com/oauth/token </li>
<li class="li">
<strong class="ph b">Scopes</strong>: read:jira-work write:jira-work offline_access </li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p"><img class="image" id="topic_c22_fvl_ydc__image_bjb_jyl_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_action_recipe_add_client.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_n2v_hvl_ydc">
<h2 class="title topictitle2" id="ariaid-title9">Creating a connection between Zendesk and Jira</h2>
<div class="body">
<div class="p">Next, you’ll create a connection to allow Zendesk to access your Jira instance.<div class="note tip" id="topic_n2v_hvl_ydc__note_dn2_lyl_ydc">
<span class="tiptitle">Tip:</span> For more information about connections, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5040378297626" target="_blank">Creating connections to integrate with
external services</a>.</div>
</div>
<p class="p"><strong class="ph b">To create the connection</strong></p>
<div class="p">
<ol class="ol" id="topic_n2v_hvl_ydc__ol_ezl_kyl_ydc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_n2v_hvl_ydc__d7e2104" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Connections &gt;
Connections</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create connection</strong>. </li>
<li class="li">Fill out the following fields: <ul class="ul" id="topic_n2v_hvl_ydc__ol_m1h_qyl_ydc">
<li class="li">
<strong class="ph b">Connection name</strong>: Give the client a meaningful name so you can
easily find it later (for example, Jira_oauth_token). </li>
<li class="li">
<strong class="ph b">Choose authentication type</strong>: OAuth 2.0 </li>
<li class="li">
<strong class="ph b">Client</strong>: Select the Jira OAuth client you registered in
Zendesk. </li>
<li class="li">
<strong class="ph b">Scopes</strong>: Leave this blank.</li>
<li class="li">
<strong class="ph b">Allowed domain</strong>: api.atlassian.com </li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">You’re taken through an OAuth screen to allow Zendesk
to access your Jira instance.</p>
<p class="p"><img class="image" id="topic_n2v_hvl_ydc__image_m4j_2zl_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_action_recipe_atlassian_request.png" width="400"></p>
<div class="p">
<div class="note tip" id="topic_n2v_hvl_ydc__note_jvz_tyl_ydc">
<span class="tiptitle">Tip:</span> If you don’t see this screen,
check that it hasn’t been blocked by your browser. </div>
</div>
</li>
<li class="li">Click <strong class="ph b">Accept</strong>. <p class="p">You’re returned to the Connections page, where you
should see a new entry for your new connection. If the Create connection
screen you were working on is still open, you can safely close it
now.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_xfr_3vl_ydc">
<h2 class="title topictitle2" id="ariaid-title10">Creating an action to create a Jira issue</h2>
<div class="body">
<p class="p">In Zendesk, you’ll create an action that uses the <a class="xref" href="https://developer.atlassian.com/cloud/jira/platform/rest/v2/api-group-issues/#api-rest-api-2-issue-post" target="_blank">Jira issue API endpoint</a> to create a new
issue. </p>
<div class="p">
<div class="note tip" id="topic_xfr_3vl_ydc__note_rxv_gzl_ydc">
<span class="tiptitle">Tip:</span> For more information about actions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">Creating and managing actions for auto
assist</a>. </div>
</div>
<p class="p"><strong class="ph b">To create the action</strong></p>
<div class="p">
<ol class="ol" id="topic_xfr_3vl_ydc__ol_imm_3zl_ydc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Custom
actions</strong>.</span>
</li>
<li class="li">Click <strong class="ph b">Create action</strong>. </li>
<li class="li">In the <strong class="ph b">Name</strong> field, enter <strong class="ph b">Create IT task</strong>.</li>
<li class="li">In the <strong class="ph b">Description</strong> field, enter <strong class="ph b">Creates an IT task for the team to
do, and responds with the ID of the task</strong>. </li>
<li class="li">Define the following three Inputs:<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xfr_3vl_ydc__table_ypx_mzl_ydc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder"><strong class="ph b">Input name</strong></td>
<td class="entry cellrowborder"><strong class="ph b">Input description</strong></td>
<td class="entry cellrowborder"><strong class="ph b">Input type</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder">name</td>
<td class="entry cellrowborder">A brief name for the task.</td>
<td class="entry cellrowborder">string</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">description</td>
<td class="entry cellrowborder">Full details of the task. Must be less than 200
characters.</td>
<td class="entry cellrowborder">string</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">priority</td>
<td class="entry cellrowborder">Priority indicates how severe or urgent the task
is. Priority is represented by a single number.
Valid values are typically <strong class="ph b">2</strong> (high impact or
urgency issue), <strong class="ph b">3</strong> (standard issue), and
<strong class="ph b">4</strong> (low impact or urgency issue).</td>
<td class="entry cellrowborder">string</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="note note" id="topic_xfr_3vl_ydc__note_plw_tzl_ydc">
<span class="notetitle">Note:</span> You may need to modify the numeric values
used for the priority to suit your specific Jira setup.</div>
</li>
<li class="li">Define your <strong class="ph b">API configuration</strong>: <ul class="ul" id="topic_xfr_3vl_ydc__ol_szt_vzl_ydc">
<li class="li">
<strong class="ph b">Request method</strong>: POST </li>
<li class="li">
<strong class="ph b">Endpoint URL</strong>:
https://api.atlassian.com/ex/jira/&lt;YOUR_Jira_CLOUD_ID&gt;/rest/api/2/issue </li>
<li class="li">
<strong class="ph b">Authentication</strong>: Select the connection you created
earlier.<p class="p"><img class="image" id="topic_xfr_3vl_ydc__image_urd_b1m_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_action_recipe_api_config.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">Define the <strong class="ph b">Body</strong>: <div class="p">
<pre class="pre">{
"fields": {
"summary": "{{name}}",
"description": "{{description}}",
"priority": {
"id": "{{priority}}"
},
"issuetype": {
"id": "10004"
},
"project": {
"key": "ENQREQ"
}
}
}</pre>
</div>
Keep the following points in mind when defining the body: <ul class="ul" id="topic_xfr_3vl_ydc__ol_jyw_j1m_ydc">
<li class="li">Use the <strong class="ph b">{+}</strong> icon to insert the placeholders for priority,
name, and description. </li>
<li class="li">The project key value should be the key you identified earlier. </li>
<li class="li">10004 is the default ID for the Jira issue type Task. Depending on
your Jira setup, you might need to use a different ID. Learn how to
find your issue type IDs in Jira <a class="xref" href="https://confluence.atlassian.com/jirasoftwarecloud/finding-the-issue-type-id-in-jira-cloud-1333825937.html" target="_blank">here</a>.<p class="p"><img class="image" id="topic_xfr_3vl_ydc__image_if4_31m_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_action_recipe_body_definition.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">Define an <strong class="ph b">Output</strong>:<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xfr_3vl_ydc__table_urd_21m_ydc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder"><strong class="ph b">Output name</strong></td>
<td class="entry cellrowborder"><strong class="ph b">Output description</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder">task_id</td>
<td class="entry cellrowborder">The human-readable ID for the new task.</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_jxj_jvl_ydc">
<h2 class="title topictitle2" id="ariaid-title11">Creating a procedure to guide agents</h2>
<div class="body">
<div class="p">Next, you’ll create a procedure that auto assist can use to help guide agents. <div class="note tip" id="topic_jxj_jvl_ydc__note_fc2_q1m_ydc">
<span class="tiptitle">Tip:</span> For more information about procedures, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating and managing procedures for auto
assist</a>. </div>
</div>
<p class="p"><strong class="ph b">To create a procedure</strong></p>
<div class="p">
<ol class="ol" id="topic_jxj_jvl_ydc__ol_wpv_r1m_ydc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click
<strong class="ph b">Procedures</strong> in the sidebar. </li>
<li class="li">Click <strong class="ph b">Create procedure</strong>. </li>
<li class="li">In the <strong class="ph b">Name</strong> field, enter a descriptive name, such as <strong class="ph b">IT task
helper</strong>. </li>
<li class="li">In the body field, enter the following content: <p class="p">Your job is to help
create IT tasks for the IT team. </p>
<strong class="ph b">Step 1:</strong> Ask the user what
they need help with. <ul class="ul">
<li class="li">List the following common requests:<ul class="ul" id="topic_jxj_jvl_ydc__ul_ts5_zbm_ydc">
<li class="li">Order new access card</li>
<li class="li">Drink tray will not open</li>
<li class="li">Printer problem</li>
<li class="li">Other</li>
</ul>
</li>
</ul>
<div class="p">
<strong class="ph b">Step 2:</strong> Gather more details about the task. <ul class="ul">
<li class="li">
<strong class="ph b">Order new access card</strong>: Ask the user to provide name,
position description, eye color. </li>
<li class="li">
<strong class="ph b">Drink tray will not open</strong>: Ask the user if they have tried
pressing the button on the front of the PC tower. Ask if they
have tried right-click and eject. </li>
<li class="li">
<strong class="ph b">Printer problem</strong>: Ask for the printer name, which is
located on the front of the unit. Ask for more details about the
problem. </li>
<li class="li">
<strong class="ph b">Other</strong>: This is a catchall for any other issue. Ask the
user to explain what the problem is.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Step 3:</strong> Determine priority. <ol class="ol" type="a">
<li class="li">Ask the user what impact this is having on them and how urgently it needs to be fixed. </li>
<li class="li">Based on this information, assign a priority of 2 (high), 3
(regular), or 4 (low).</li>
</ol>
</div>
<strong class="ph b">Step 4:</strong> Summarize issue and get user confirmation.
<ol class="ol" type="a">
<li class="li">Based on the information provided, generate a name and description for the task. The description
must be no longer than 200 characters. </li>
<li class="li">Show the name and description to the user. Ask them to confirm. <ul class="ul" id="topic_jxj_jvl_ydc__ol_kmg_mcm_ydc">
<li class="li">Strictly do not create the task until the user has
confirmed.</li>
</ul>
</li>
</ol>
<div class="p">
<strong class="ph b">Step 5:</strong> Create IT task. <ol class="ol" type="a">
<li class="li">Tell the user you are going to create the task now and to please wait a moment. For example,
"Thanks for confirming the details. I'll log the task with the
team now. Please hold on a moment." </li>
<li class="li">Then create an IT task using the name, description, and priority
generated in steps 3 and 4. </li>
</ol>
</div>
<div class="p">
<strong class="ph b">Step 6:</strong> Share IT task ID. <ul class="ul">
<li class="li">After the IT task is
created, give the task ID to the user.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Step 7:</strong> Wrap up
<ul class="ul">
<li class="li">Thank the user and wrap up the conversation.</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<div class="p">
<div class="note note" id="topic_jxj_jvl_ydc__note_v5g_w1m_ydc">
<span class="notetitle">Note:</span> You might need to modify the numeric values used for the
priority in step 3 of the sample procedure above to suit your specific Jira
setup. They should match the values you set for the priority input when creating
the Jira action earlier in this workflow recipe.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_xbt_kvl_ydc">
<h2 class="title topictitle2" id="ariaid-title12">Customizing your procedure</h2>
<div class="body">
<p class="p">You can further customize the procedure and action in this workflow recipe to suit
your needs. For example: </p>
<ul class="ul" id="topic_xbt_kvl_ydc__ul_h2t_xcm_ydc">
<li class="li">In steps 1 and 2 of the procedure, you could change the list of common tasks and
troubleshooting steps to suit your specific requirements. </li>
<li class="li">In step 3 of the procedure, you could add different priority levels. If you do,
make sure you also update the input in the <a class="xref" href="#topic_xfr_3vl_ydc">action you created</a>. </li>
<li class="li">You could add additional steps to gather further information that gets added to
corresponding fields on the Jira Issue (for example, the environment the issue
is happening in, or data for custom fields). If you do, make sure you also
update the inputs and body in the <a class="xref" href="#topic_xfr_3vl_ydc">action you created</a>. </li>
</ul>
<p class="p">You can also create a similar “Can I get an update on my IT task?” procedure so that
end users can stay informed about the progress of their ticket. To get started: </p>
<ul class="ul" id="topic_xbt_kvl_ydc__ul_c1q_1dm_ydc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">Create a new action</a> that fetches a
Jira Issue based on the issue ID and returns useful information like the status
and last updated time as outputs. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Create a new procedure</a> that asks the
user for their issue ID and gives them the latest update on the issue.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_bhc_lvl_ydc">
<h2 class="title topictitle2" id="ariaid-title13">Troubleshooting issues</h2>
<div class="body">
<p class="p">If you encounter authorization problems with Jira: </p>
<ul class="ul" id="topic_bhc_lvl_ydc__ul_jvc_ddm_ydc">
<li class="li">Check that your Jira user has the right permissions to access the project. </li>
</ul>
<p class="p">If you encounter issues with the action: </p>
<ul class="ul" id="topic_bhc_lvl_ydc__ul_rt3_ddm_ydc">
<li class="li">Check the action executions in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819871130" target="_blank">integration log</a>. </li>
<li class="li">Make sure the numeric values in the action align with your Jira setup (for
example, priority 2/3/4, issue type 10004) and that you’re using the correct key
for your project (for example, ENGREQ). </li>
</ul>
<p class="p">If the procedure is not working as expected: </p>
<ul class="ul" id="topic_bhc_lvl_ydc__ul_emf_2dm_ydc">
<li class="li">Check that the naming and description for the action and its inputs and outputs
are consistent with the naming you use in the procedure. </li>
</ul>
<p class="p">If auto assist doesn’t start on the ticket: </p>
<ul class="ul" id="topic_bhc_lvl_ydc__ul_wvv_2dm_ydc">
<li class="li">Check that the Zendesk user you’re testing with is included in the groups that
have access to auto assist. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114#topic_ox3_rww_xcc" target="_blank">Turning on and configuring access to auto
assist</a>. </li>
<li class="li">Check that your conversation bot answer includes the tag
agent_copilot_enabled.</li>
</ul>
</div>
</div>
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