Zendesk integration only works one way

[Gijsbert]

Hi,

I've configured a Zendesk integration in OpsGenie to do this: "From an Opsgenie Alert, create a Zendesk Ticket and synchronize both systems to reflect the changes made in any of these systems."

When creating a new alert, a ticket is successfully created in Zendesk, but updates to the ticket in Zendesk are not applied to the alert.

There's this warning in OpsGenie's Integration log when the alert is created: "[ZendeskV2-Zendesk] Skipping callback for [AddInternalDetails] action on alert with alias [...], no matching rule was found.". 

What rule is this referring to?

Also (and maybe related), whenever something get's updated in Zendesk and an OpsGenie trigger is activated, this warning appears in the logs: "[ZendeskV2-Zendesk] Discarded incomingData, Reason: Missing/Incorrect ticket parameter; Discarding!"

Any idea what I'm missing here?

[Nick Haller]

Hi @Gijsbert ,

On the Zendesk side, you will need to configure a Target (essentially the Opsgenie integration that will be sent requests when actions are taken on the Zendesk ticket), and some Triggers (actions taken on the Zendesk ticket that send to Opsgenie and trigger the Target/integration).

For more information on those, you can review the Configuration in Zendesk part of our documentation here: https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-zendesk/#Add-Zendesk-Integration-in-Opsgenie

Step 9 outlines the configuration for each trigger: https://github.com/opsgenie/opsgenie-integration/blob/master/zendesk/triggerInstructions.md

You can most likely skip the Create Action since your workflow is Opsgenie alerts creating Zendesk tickets, but you should consider adding a trigger for the others; Pending Action, Resolved/Closed Action, Add Note Action.

Within the Opsgenie integration, you can configure what will happen to the alert when these triggers/actions are taken on the Zendesk ticket, and how it will map to the Opsgenie alert:

If configured correctly on the Zendesk side, this should work as expected with actions taken on the ZD ticket reflecting on the OG alert:

Hope that helps! Let us know if you run into any other questions.

[Gijsbert]

Thanks for your reply @Nick Haller.

We double checked the Zendesk configuration and found that we had the target configured incorrectly (we used a webhook instead of url target). Our Zendesk is in Dutch, so the names don't match 1-on-1 with the documentation.

But unfortunately, after fixing the target it still doesn't work, when I update a ticket in Zendesk I see this warning in the OpsGenie logs:

[Nick Haller]

After testing, I believe the language might be the issue. I was able to change my ZD test instances language from English >> Dutch, and ran into the same error.

Transitioning the Zendesk ticket to Pending did move the Opsgenie alert to an Ack'd state as expected:

But transitioning the Zendesk ticket to Closed did not close the Opsgenie alert, and gave me the same response error:

While with a second test, English had no issue:

So I believe this might be a limitation with the language at this time. I'll have to enter a ticket with engineering.

[Gijsbert]

Alright, thanks for confirming that this is an issue. Unfortunately we can't just change the language setting of our ZenDesk instance.

[Nick Haller]

Try reaching out to Opsgenie support: https://support.atlassian.com/opsgenie/

They may have another workaround to help with this use case / language barrier.

[Gijsbert]

I contacted support and the workaround is quite simple, in the trigger configuration we needed to hardcode the status value to 'Solved' instead of using a variable. Thanks for your help.

action: close ||
id: ticket.id ||
status: Solved ||
latest_comment : ticket.latest_comment_formatted ||
tags: ticket.tags ||
external_id: ticket.external_id