Sync new issue in jira to new ticket in zendesk and post the ticket status in the slack channel

Summary:

This article describes one business use case integration where 'New Issue' in JIRA is synced to ‘New Ticket’ in Zendesk. The ticket status with the proper message is posted on the Slack channel.

Prerequisites:

  • The user needs to have a working JIRA, Zendesk and Slack account.
  • Working webMethods.io Integration cloud tenant.

Contents:

  • Syncing New Issue in JIRA to New Ticket in Zendesk and post the proper message in Slack channel with the ticket status.

Steps:

1. Login to webMethods.io Integration.

2. Create a workflow.

3. Click on the ‘Settings’ button.

4. Select the ‘JIRA’ trigger from the available list of triggers.

5. Provide the necessary details for the trigger. Choose ‘New Issue’ as value for ‘Select Trigger’, click on ‘+’ next to ‘Connect to JIRA’ and provide the necessary details for authorization, select a ‘Project Name’ and add an ‘Issue Type’. Click on ‘Save’.

Note: This trigger will be executed whenever a new issue with the same issue type is created in JIRA.

6. Click on the ‘Skip’ button, followed by ‘Done’.

7. Drag and drop ‘Zendesk’ connector for the app menu, then click on the ‘Settings’ button.

8. Select ‘Create Ticket’ from the available list of actions.

9. Click on the ‘+’ icon and choose ‘Default Authorization’ option. Provide the necessary details and authorize Zendesk. 

Please refer to this article for more details on Zendesk authorization. 

10. Provide necessary details for Zendesk ticket creation like Requestor ID, Type, Priority, Status, map ‘project’ and ‘description’ under ‘issue_data’ in ‘JIRA’ to ‘subject’ and ‘description’ in ‘Zendesk’, as I want a new ticket to be created in Zendesk, whenever a new issue is raised in JIRA. Then, click on ‘Next’ followed by ‘Done’.

11. Drag and drop ‘Switch’ under ‘Developer Tools’ from the app menu.

12. Drag and drop ‘Slack’ provider and add two cases to the ‘Switch’ as below:                                                                     

Case 1: 

1. Click on the ‘Settings’ button of ‘case 1’. Add a filter under condition. Map the ticket_status under ‘Create Ticket’ operation of ‘Zendesk’ to ‘Input’   of the case, select Condition as ‘Matches’, then Expected as ‘open’. Then, click on ‘Done’.

2. Click on the ‘Settings’ button of Slack connector. Select ‘Post Message to Channel’ from the available list of actions.

3. Click on the ‘+’ icon and choose ‘Default Authorization’ option. Provide the necessary details and authorize Slack. 

Please refer to this article for more details on Slack authorization. 

4. Provide details for Slack connector like ‘Select channel type’, ‘public channel id or channel name’, a proper message as ‘text’, map the ‘ticket_status’ from ‘Zendesk’ in ‘Text’ as well. Then, click on ‘Next’ followed by ‘Done’. 

Case 2:  

1. Click on the ‘Settings’ button of ‘case 2’. Add a filter under condition. Map the ticket_status under ‘Create Ticket’ operation of ‘Zendesk’ to ‘Input’ of the case, select Condition as ‘Matches’, then Expected as ‘closed’. Add a similar filter and provide one more filter condition for status as ‘Solved’. Then, click on ‘Done’. 

2. Click on the ‘Settings’ button of Slack connector. Select ‘Post Message to Channel’ from the available list of actions.

3. Use the slack account created earlier (in case 1) for authorization. Then, click on ‘Next’.

4. Provide details for Slack connector like ‘Select channel type’, ‘public channel id or channel name’, a proper message as ‘text’, map the ‘ticket_status’ from ‘Zendesk’ in ‘Text’ as well. Then, click on ‘Next’ followed by ‘Done’.

13. Save the workflow and click on the play button to verify the workflow executes without any error.

14. This workflow will execute whenever a ‘New Issue’ with the same ‘Issue Type’ (provided while configuring the JIRA trigger in step 5) is created in JIRA. Based on the ticket status in Zendesk, the proper case will be executed, and the corresponding message will be posted on the Slack channel. Output can be seen in the actions output tab.

15. Below is the message posted on the Slack channel for the corresponding ticket created in  Zendesk.