Updating a ticket when the status of a Jira issue changes (Legacy)

Automatically update support tickets when a Jira issue changes status
in a workflow. Configure workflows to add internal notes, change ticket
status, or notify agents when issues progress. Use post functions to
manage updates, and customize notifications with dynamic content placeholders.
This integration enhances communication between support and development
teams, ensuring timely updates on issue resolutions and progress.




Jira can automatically update a Zendesk Support ticket linked to a Jira
issue when the status
of the issue changes in a Jira workflow.


A
Jira workflow
is the set of statuses and transitions
that an issue goes through during its lifecycle. You can configure a
workflow to
automatically update a linked ticket after a Jira issue moves from one
status to another in
the workflow.


For example, after an engineer changes the Jira workflow status of an
issue from "In
progress" to "Done," Jira can automatically add an internal note to the
linked Zendesk ticket
notifying the agent. The agent can then notify the customer.


Jira can also automatically notify the agent that a developer is now
working on an issue by
adding an internal note to the ticket after the engineer changes the
workflow status of the
issue from "To do" to "In progress."

This article contains the following topics:



Understanding how the ticket updates work


Configuring a workflow to update tickets


Changing the ticket update settings


Supported comment placeholders





Understanding how the ticket updates work


Zendesk tickets are updated from Jira workflows using
post functions. Post functions
are a Jira workflow feature used to carry out additional processing
after a workflow
transition is executed. For example, a post function can update the
issue's fields after a
transition.


Post functions are added to workflow transitions, not statuses. They
run after the
transition is complete. Some post functions are essential and can't
be deleted from a
transition or reordered. However, you can insert optional post functions
between them. The
Zendesk integration adds "Notify Zendesk Ticket" to the list of optional
post functions in
Jira.


Note: Post functions can't solve tickets
with empty required fields.


See the
Atlassian documentation
to learn more about post
functions.




Configuring a workflow to update tickets



In Jira, click the Settings (cog) icon on the left sidebar, and
select
Issues.


On the Issues page, select Workflows
from the left sidebar.





Locate the workflow used to address issues linked to Zendesk
tickets, and click
Edit on the right side of the workflow.

Note: Jira doesn't let you
edit a live
workflow. You must edit it in draft mode.



In the Transitions column, click
the name of the transition you want to use to
trigger ticket updates.





Click the Post Functions tab, then
click the Add post function link
on the
right.





Select the Notify Zendesk Support
post function from the list and click
Add.


Configure the ticket update settings, then click
Add.

You can change the ticket
status, add an internal or public comment, add tags, and
include
comment placeholders
in the comment
text.





Note: Deleting
tags is not supported.



Next to the Zendesk Support post function, select the move down
icon to move it
underneath the "Add a comment to an issue if one is entered during
a transition" post
function.



Click Publish Draft at the top
of the page, then click Publish.

It's a
good idea to save a backup copy when prompted.


Important: Your changes
won't take effect until you publish the draft.






Changing the ticket update settings

You can change the settings at any time.


In Jira, click the Settings (cog) icon on the left panel, and
select Issues.


On the Issues page, select Workflows
from the left sidebar.


Click Edit on the right side of
the workflow containing the transition you want
to edit.


Select the transition and click the
Post Functions tab.


Click the Edit (pencil) icon on
the right side of the post function that updates
the ticket.

Note: You can also delete
the post function by clicking the delete (X)
icon.



Make your changes, then click Update.


Click Publish Draft, then click
Publish.






Supported comment placeholders



You can enter dynamic content placeholders in the comment field of
a post function. For
example, you can enter the following placeholder in the comment field
of a Done transition
function:

Issue {{issue.key}} has been resolved.

When the issue 'QA-4' transitions to the Done state, all linked tickets
will be updated
with the following comment:
Issue QA-4 has been resolved.


For more information, see
Using placeholders.


The Zendesk JIRA integration supports issue-specific, transition-specific,
and
user-specific placeholders. The placeholders are listed in the tables
below. If placeholders
for user profile fields aren't rendering, check your
profile visibility settings
in Jira because many fields have
restricted visibility by default.



Note: This integration does not
support custom field placeholders.






Table 1. Issue-specific placeholders







Placeholder
Description




issue.id
Internal id number of the issue


issue.key
Issue key. Example: QA-4


issue.fields.summary
Issue summary


issue.fields.description
Issue description


issue.fields.issuetype.name
Issue type


issue.fields.issuetype.description
Issue type description


issue.fields.creator.name
User name of the person who created the issue


issue.fields.creator.emailAddress
Email address of the person who created the issue


issue.fields.creator.displayName
Display name of the person who created the issue


issue.fields.creator.timeZone
Time zone of the creator


issue.fields.reporter.name
Name of the person who reported the issue


issue.fields.reporter.emailAddress
Email address of the person who reported the issue


issue.fields.reporter.displayName
Display name of the person who reported the issue


issue.fields.reporter.timeZone
Time zone of the reporter


issue.fields.assignee.name
User name of the person assigned to the issue


issue.fields.assignee.emailAddress
Email address of the person assigned to the issue


issue.fields.assignee.displayName
Display name of the person assigned to the issue


issue.fields.assignee.timeZone
Time zone of the assignee


issue.fields.user.name
Username of the user


issue.fields.user.emailAddress
Email address of the user


issue.fields.user.displayName
Display name of the user


issue.fields.user.timeZone
Time zone of the user


issue.fields.created
Date and time the issue was created


issue.fields.updated
Date and time the issue was updated


issue.fields.priority.name
Issue priority name


issue.fields.project.name
Issue project name


issue.fields.project.key
Issue project key. For example: QA


issue.fields.lastViewed
Date and time the issue was last viewed


issue.fields.fixVersions.name
Name of the fix version/s*


issue.fields.fixVersions.description
Description of the fix version/s*


issue.fields.fixVersions.releaseDate
Release date of the fix version/s*


issue.fields.versions.name
Name of the affected version/s*


issue.fields.versions.description
Description of the affected version/s*


issue.fields.versions.releaseDate
Release date of the affected version/s*


issue.fields.components.name
Name of the component/s*


issue.fields.components.description
Description of the component/s*


issue.fields.duedate
Due date


issue.fields.timespent
Time spent


issue.fields.timeoriginalestimate
The original estimated time required to resolve the issue


issue.fields.resolution.name
A record of the issue's resolution


issue.fields.resolution.description
A complete description of the resolution


issue.fields.resolutiondate
Date of issue resolution


issue.fields.watches.watchcount
The number of people watching the issue


issue.fields.labels
The label the issue relates to


issue.fields.environment
The hardware or software environment the issue relates to


issue.fields.votes.votes
The number of votes an issue has


issue.last_comment
Last comment on the issue





*A comma-separated list if multiple items are selected.




Table 2. Transition-specific placeholders







Placeholder
Description




transition.to_status
The status an issue has transitioned to. For example: Done


transition.from_status

The status an issue has transitioned from. For
example: In Progress



transition.transitionName
The transition name that occurred


transition.workflowName
The workflow name









Table 3. User-specific placeholders







Placeholder
Description




user.key

Username of the person who caused the transition.
This applies for Jira
Server users only.



user.displayName

The user's display name. This applies to Jira
Cloud users only.