Using Automation to transition a Zendesk ticket to a Jira ticket under a specific Epic

[Scott Schellhardt]

I am trying to create an automation rule that will run when you create a ticket from Zendesk to Jira to add that ticket to a Support Epic created for my company. I have been using the "Labels" field and using jira_escalated as the defining condition to align the ticket to the epic but its not working. Please help ! Screen shot below:

[Petter Gonçalves]

Hello @Scott Schellhardt

Thank you for reaching out.

Checking your automation rule, I confirm that the smart value that you configured to link the Epic issue is not valid. Allow me to explain:

When adding the action to add a new linked issue in an automation rule, you are basically setting two fields: Issue link type and Linked issues. In your automation rule, you are adding a whole string to the field Linked issues using the {{issue-summary}} smart value. As the "Linked issues" field is not a text field as the comment or description fields, the smart value will not work for that field.

The only value that is supported by the "Linked issues" field is the issue key, which has the following format:

"<Project key>-<issue number>"

For example, let's suppose your Support epic's key is "ABC-123". You should add that key directly to the automation rule to properly map the linked issue, as you can check in the screenshot below:

Additionally, you mentioned that you are trying to link them to an Epic issue. Epic issues can be linked using a child-parent relationship, which is different from the same level issue link that you are currently setting with the automation. You can check the difference between both links in the articles below:

Epic link vs issue link

If you are trying to add the parent-child relationship that is used for Epics, you should use the automation rule to edit the Epic link with the Epic key:

Let us know if you have any questions.