Jira: Comments and Closed Issues
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This page tells you how Jira events reach the linked Zendesk ticket. For the settings that all platforms share, see Ticket Comments and Zendesk Tags.
Which Issues Send Events
Section titled “Which Issues Send Events”Git-Zen sends a Jira event to a Zendesk ticket when:
- The issue description has a reference tag for the ticket, or
- An agent created the issue from that ticket in Git-Zen.
A reference tag in a Jira comment does not link the issue. Git-Zen updates up to 20 linked tickets for each event.
Incoming Comments: Jira to Zendesk
Section titled “Incoming Comments: Jira to Zendesk”Git-Zen adds a comment to the linked ticket for each of these Jira events:
| Jira event | Ticket comment |
|---|---|
| Issue created | “Issue created” |
| Issue updated | What changed: status, assignee, priority, labels, title, project, or resolution. Other changes show “Issue updated”. |
| Issue deleted | “Issue deleted” |
| Comment created | “Comment on Jira issue”, the author, and the comment text |
| Comment edited | “Comment edited on Jira issue”, the author, and the new text |
| Comment deleted | “Comment deleted on Jira issue” and who deleted it |
Issue event comments also show the project, a link to the issue, who made the change, and the current labels, status, and priority.
Keep a comment out of Zendesk
Section titled “Keep a comment out of Zendesk”Put gz#skip anywhere in a Jira comment. Git-Zen does not send that comment to Zendesk. Comment filters also apply to Jira comments.
Git-Zen ignores comments that it posted to Jira itself.
Jira does not support gz#force, gz#public, or gz#private.
Who the comment is from
Section titled “Who the comment is from”Ticket comments from Jira show the Git-Zen Zendesk user as the author. The comment text names the Jira user who made the change. Git-Zen does not match Jira users to Zendesk users.
When an Issue Closes
Section titled “When an Issue Closes”Git-Zen treats a Jira issue as closed when its status changes to a status in the Done category. Your status names do not matter. A change to an issue that is already Done does not count.
When a linked issue closes, Git-Zen can:
- Add the tags in Zendesk Ticket Tags when Issue Closed to the ticket.
- Solve the ticket, if you turn on Solve Zendesk ticket when issue is closed.
Git-Zen does not solve a ticket that is already solved or closed.
Some Zendesk accounts require an assignee to solve a ticket. If the ticket has no assignee, enter a Zendesk user ID in Fallback Zendesk Assignee ID. Git-Zen then assigns the ticket to that user before it solves it. It never replaces an existing assignee. Without a fallback ID, Git-Zen does not solve an unassigned ticket. It still adds the comment and the tags.
Tags for Linked Zendesk Ticket
Section titled “Tags for Linked Zendesk Ticket”The Tags for Linked Zendesk Ticket setting has no effect on Jira at this time.
The Linked Issues List
Section titled “The Linked Issues List”The Git-Zen sidebar shows each linked issue with its key, for example #SCRUM-12, and its title. Under the issue it shows the status, labels, priority, assignee, and due date. You choose which of these show under “Display linked issue” in the settings. Git-Zen updates these values each time Jira sends an issue event.