Hello Everyone!
This month's edition brings you a custom function to consolidate your records associated with Jira integration. Jira integration enables support engineers and R&D units to collaborate seamlessly on feature development, product improvement, and enhance support. Tracking tickets with Jira IDs helps support engineers communicate updates to customers effectively. This custom function will help you consolidate reports of the tickets associated with Jira IDs.
David, a developer, uses Jira to manage all projects related to Zylker products. Sarah is the support admin for Zylker products, leading a team of customer support engineers. For tickets requiring developer intervention, Sarah escalates them to David with a Jira ID. Although the process of resolving tickets is smooth, it becomes challenging for Sarah to get an overview of the tickets with Jira IDs handled each month. How can these tickets be consolidated in one place?
To ensure seamless integration, we propose capturing Jira issue keys using custom fields in the Tickets module. This function will fetch the bug key and update it in a custom field. Based on the Jira Bug Key, you can generate a custom report.
Prerequisites:
1. Create two custom fields:
1.1 A check-box field with your desired name to trigger the workflow.
1.2 A single field with the name "Jira Issue ID" to store the Jira Issue key/ID.
To add a custom field to the Tickets layout, navigate to "Setup >> Customization >> Layouts and Fields >> Layouts >> Access the layout." Here, you can add the custom fields.For reference, please see
Adding custom fields.
2. Create a Connection
To create the connection, perform the following steps:
1. Go to Setup > Connections under Developer Space
2. Click "Create Connection."
3. Select "Zoho Desk" under "Default Services"
4. Give the connection name as "jirabugkey"
5. Under Scope below values, select
Desk.tickets.READ
Desk.tickets.UPDATE
6. Click "Create and Connect"
7. Click "Connect" and click "Accept"
Connection is created successfully.
To create a workflow rule and associate the custom function, perform the following steps:
1. Go to Setup, under Automation, click Workflows.
2. On the left panel, under Workflows, click Rules > Create Rule.
In the Basic Information section, carry out the following steps:
3. In the Module drop-down menu, select Tickets.
4. Enter a name and description for the rule.
5. If you want to activate the rule right away, select the Active checkbox. Else, you can create the rule and activate it later on the Rules page.
6. Click Next.
In the Execute on section, perform the following steps:
7. Select "Field Update". Under this, select the check-box field created in the prerequisite (1.1).
8. Click Next, under "Criteria", select the criteria as check-box field created is "Checked".
9. In the Actions section, carry out the following steps:
10. Click the + icon under "Action" and select "New" against Custom Functions
11. Enter a name and description for the custom function.
12. Under Argument Mapping, give a desired Method name. Map the argument as below.
12.1 In the Argument Name field, type ticketID, and from the Value drop-down list select Ticket Id under Ticket Information.
13. In the script window, input the Custom Function you find below:
Custom Function Script:
- deskDomain = "https://desk.zoho.com";
- //Replace your zoho desk URL accordingly
- getTicketInfo = invokeurl
- [
- url :deskDomain + "/api/v1/tickets/" + ticketID + "/jiraIssue"
- type :GET
- connection:"jirabugkey"
- ];
- if(getTicketInfo != null && getTicketInfo != "")
- {
- jiraID = getTicketInfo.get("bugKey");
- jsonString = {"cf":{"cf_jira_issue_id":jiraID}};
- updateTicket = invokeurl
- [
- url :deskDomain + "/api/v1/tickets/" + ticketID
- type :PATCH
- parameters:jsonString + ""
- connection:"jirabugkey"
- ];
- }
14. Click "Save" to save the custom function
15. Click "Save" again to save the workflow.
How this Function works?
Once the agent files a new issue or links an existing Jira issue with the ticket, the agent should update the check-box field created. This will trigger the custom function, fetch the Jira issue ID, and update it in the custom field.
We hope this custom function enhances your productivity towards customer support. Stay tuned for regular updates and insights on our automation features in this space.
Recent Topics
New portal SAML authentication error: User not found
Dears, Has anyone else been experiencing this lately? I am creating a new portal authenticated by SAML (Entra ID). I followed the same process as I did with other portals, but any new portal created after this always encounters this error. I’ve been reporting
Devis et facture multi page
Bonjour, je suis sur Zoho invoice et je rencontre un problème sur mes devis et factures lorsqu'ils dépassent 1 page. je me retrouve souvent avec des lignes coupées ou le sous total page 1 et le total page 2. j'aimerai savoir s'il existe une possibilité
Help with Filtering Records, HTML Pages, and Automatic File Uploads in Zoho Creator
Hi Zoho Creator Community, I’m building a Zoho Creator application and need guidance on a few features I’ve been struggling with. I want to implement them safely and efficiently, and I’d appreciate any examples, tips, or best practices. I want users to
Feature Suggestion for Zoho Websites – Inspired by Squarespace Systems
Dear Zoho Team, I’m a Zoho user and also a Squarespace Platinum Circle member, and I recently noticed the launch of Zoho Websites in India. I wanted to share some ideas for features that could enhance the platform for professional users and agencies.
Custom View - Sort by Custom Field
I created a custom field for our Engineering team to know which tickets to work first by numbering them. I created a custom view to general data which includes the Engineering Priority. However, I cannot sort the Engineering Priority column ascending
Zoho Indeed Intergation not pulling candidate details
We have recently integrated zoho with indeed. Prior to this our candidates came into the candidates tab via the zoho.resumes email address from indeed and it pulled through the candidates mobile number, and majority of the time a postcode. However since
Custom View of tickets created today
How can I create a custom view that list all my ticked created in the current date? Currently, if I select the "Created Time" criteria, the "Current Time" option does not work as today. Actually, I don't know how it works this "Current Time".
Lifecycle Reports
From data to decisions: A deep dive into ticketing system reports A lifecycle report captures and visualises the sequential states that a ticket undergoes across its lifespan. For instance, when a customer submits a support ticket for a faulty product,
Zoho Forms - Print Button on Forms
Hi Forms team, I'm replicating a form for a client which is currently based on JotForm. I noticed that at the end of the form there is a button to print the completed form. I thought this would be something worth sharing and a nice to have in Zoho Forms.
Putting Watermark on Zoho Sheet
Can this be done?
Validation function not preventing candidates under 18 or over 30 from submitting the web form
Hello everyone, I’m trying to create a validation rule for the Candidate Webform in Zoho Recruit. I added a custom field called “Date of Birth”, and I want to make sure that candidates cannot submit the form unless their age is between 18 and 30 years.
Report to know the history of certain Tickets on Desk
Hi there guys, As the title implies we're wondering if there's any way to get some kind of Report that allows us to check the History of various Tickets at the same time since as of today if we want to know that we have to check them 1 by 1 which is not
Advanced Usage Billing: Prepaid with Drawdown
Picture yourself at your favourite coffee shop, Bean & Brew. You come by every morning for your usual cappuccino, and occasionally you get an extra cold brew and a muffin or two in the afternoon. Interestingly, Bean & Brew has a new idea of offering a
Zoho Commerce in multiple languages
When will you be able to offer Zoho Commerce in more languages? We sell in multiple markets and want to be able to offer a local version of our webshop. What does the roadmap look like?
Urgent Zoho Creator down!!!???
Now my zoho creator faced this issue. Anyone has idea? Urgent!!!
The Social Wall: September 2025
Hello everyone, As we step into the fall season, some major updates are on the horizon. Meanwhile, here are the exciting updates we rolled out this September. Approvals in iOS Managing approvals just got more seamless on mobile. With this update, the
Introducing Detailed View for Candidates in Vendor Portal
We’ve added a new Details sub-tab inside the Vendor Portal to help vendors easily view complete candidate information after submission. With this update, vendors can now access all candidate details, from personal information to associated job openings,
Zoho One Down
Zoho Team, Checking if when the services up - currently Zoho One is down
How can I track which zoho users are actively using Zoho CRM
I have several licenses of Zoho CRM. We now need to add a new user. I could purchase a new license, but before I do, I would like to see if any of our existing users are not actively using the license assigned to them. How can I determine the activity
Access to Detail View From HTML Snippet
Zoho Creator displays a detail view that slides out from the right onClick of a record in a report. Am I able to access that detail view from an html snippet, e.g. click a record in a list and display the detail view? The zc_LoadIn dialog is a bit clunky,
Billing Management: #10 Solving Common Mistakes in Billing
Over the past few weeks, we have explored different facets of billing, from the simplicity of traditional one-time billing to the evolving landscape of subscriptions, retainers, and usage-based models. We've unpacked how billing isn't just about sending
【開催間近 - 10/17】東京 ユーザー交流会 Vol.3 参加登録 受付中!(参加無料)
ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 10/17(金)に、東京・新橋で「東京 ユーザー交流会 Vol.3」を開催します! ZOHOLICSよりも小規模なイベントですので、「リアル開催はちょっと緊張する…」という方も、安心してご参加いただけます✨ 当日は、初公開の事例を2つご紹介予定です! なお、セッション映像のアーカイブ配信は予定していないため、会場にお越しいただいた方だけが、登壇者へ直接質問したり、リアルな声を聞いたりできる貴重な機会となっています。 ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー
Loading CSS Stylesheets into HTML Snippet
Combining html/css into a single snippet can grow quite large for a UI that has a lot of functionality/styling. To keep things tidy, are we able to pull files into an html snippet using a <link> tag? If so, what are some best practices?
Notes Attachments
Two things it would be nice to have the attachment size the same as the attachments sections and it would be nice to be able to attach links like you can in the attachments section. Thank you
Canvas: empty images
Hello. If I add an image field like contact photo in a Canvas design, and the field is empty, there is an ugly placeholder in its place. This doesn't happen in the standard view. In the standard view, if the contact photo is empty, nothing appears in
Google enhanced conversions not working
Hi guys, I've connected Zoho CRM through Google Ads interface with the goal to setup the enhanced conversion tracking in Google Ads. I have to Zoho related conversion goals which you can see in the images below: For the conversion goal above I've setup
Sync Contacts with iPhone
Is syncing the Zoho Personal Mail contacts with the iPhone (or other mobile devices) in the works? I just dumped Yahoo & then found out that contacts sync is missing. Importing is only a stop gap and a step backwards for me.
MS Teams Meeting to Zoho CRM
Has anyone figured out a good way to push MS Teams meeting info on a trigger of "meeting end" to Zoho CRM? We're looking for a way to take attendees of a meeting and meeting duration and push it into Zoho CRM after the meeting has ended. If I can just
How do I move a section or element from one page to another in the NEW Zoho Sites UI
I have a section on my home page with numerous elements within it and I'd like to move the entire section to a different page on my site so I don't have to recreate it from scratch. Is there a way for me to do that easily? I could use a quick answer on this please.
Zoho Projects app update: Global Web Tabs support
Hello everyone! In the latest version(v3.10.10) of the Zoho Projects app update, we have brought in support for Global Web Tabs. You can now access the web tabs across all the projects from the Home module of the app. Please update the app to the latest
Export as MP4 or GIF
Hi, Just wondering if there's a way to export/convert a presentation to an MP4 video file or even a GIF. One use case would be to use the animation functionality to create social media graphics/charts/gifs/videos. Thanks for a great tool... Rgds Jon
Page Layout- Horizontal Rule
When editing the layout of, for instance, the Potentials page, is there a way to insert a horizontal rule or white space in between fields? I'd like to keep a group of fields in the same Section, but would like to create some seperation in order to further group together certain fields within the Section. If this is not possible, does anybody have any other suggestions on how to create this same effect? Thank you!
Zoho Books will discontinue support for older browser versions soon
Hello users, Starting from May 15, 2024, Zoho Books will no longer support the following browser versions: Browsers Version Restrictions Firefox Browser Versions older than 100 Google Chrome Versions older than 100 Microsoft Edge Versions older than 100
Zoho Projects - Q3 Updates | 2025
Hello Users, The final quarter of the year 2025 has begun, and we at Zoho Projects are all set with a plan. New targets to achieve and new milestones to reach, influenced by the lasting imprint of the past quarter. 2025's Q3 saw some new features and
Issue with Trident exe file
Hello Team, Exe Setup file It's showing harmful for user pc please check and do needful. this message for developer team. Thanks Bhargav Purohit
Transaction Locking with the dynamic date
Is it possible to dynamically update dates on transaction locking. We want to lock transaction x days from today
Unable to change sales_order status form "not_invoiced" to "invoiced"
I am automating process of creating of invoice from sales_orders by consolidated sales_orders of each customer and creating a single invoice per customer every month. I am doing this in workflow schedule custom function where i create invoice by getting
Apply Vendor Credits Automatically
We are bulk importing Vendor credits in Zoho Books!!! Is there a way to apply vendor credits automatically to the first UNPAID bill of the Vendor?
Apply Vendor Credit Automatically
Hello!!! Is there a way where in we can apply vendor credits automatically on the FIRST OUTSTANDING BILL of the vendor?? We have lots of VENDOR CREDITS ISSUES mostly!!! Applying it manually is a pain for us. Would be great if we have a way to apply the
Need Easy Way to Update Item Prices in Bulk
Hello Everyone, In Zoho Books, updating selling prices is taking too much time. Right now we have to either edit items one by one or do Excel export/import. It will be very useful if Zoho gives a simple option to: Select multiple items and update prices
Next Page