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Howdy,
I've hit an error where my Jira ticket Assignee isn't syncing to the Zendesk ticket Assignee.
I've tried getUser, getUserByEmail, getUserByFullName & getUserByUsername.
What appears to be occurring is, all of these functions will query the people list in Zendesk and return a value if they exist or a null if they do not.
It does not differentiate if the user is an End User or a Staff Member. Our users in Jira are not all Staff Members in Zendesk.
Setting a DefaultUser value is only effective when the user doesn't exist in the Zendesk people list.
What it appears to do on sync from Jira to Zendesk is:
No error is generated.
Our reporting is impacted as it looks like tickets are not being picked up.
When a Jira card is closed by someone who is only a Zendesk End User, this also prevents the ticket from being closed with no user assigned and generates a sync error.
Does anyone have a workaround for this?
My only idea so far is to create a Case statement to check if the assignee matches on of our 21 staff members in Zendesk and if not matching, use someone as a default.