Automation #14: Capture Jira Issue Key/ID in a Ticket Custom Field

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 OAuth" under "Default Connection"

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. 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"

];

}

13. Click Edit Arguments.

14. In the Name field type ticketID, and from the Value drop-down list select Ticket Id under Ticket Information.

15. Click "Save" to save the custom function

16. 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.

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