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Sidd11
July 5, 2021
Question

Any suggestions to update due date automatically

  • July 5, 2021
  • 8 replies
  • 46 views

Hey, 

I want to automatically update zendesk due date field based on Jira cloud issue due date field.

So when a jira issue due date is changed, it finds the zendesk ticket and changes due date there.

I tried with zapier but couldn't find an option to update due date field on action zap.

Any other suggestions? 

8 replies

Heather13
Heather13
Contributor
July 7, 2021

Hi Sidd,

You might have to do this from the Jira side - 

As a Jira admin, go to Manage Apps, find the Zendesk app and click Configure

Then go to Field Mapping and you can do all kinds of fancy things there. What's interesting to me is I can't seem to find the Zendesk "Due Date" field to sync over to but I can find custom Date fields. I have a feeling it's either because we don't use the Due Date field on our Zendesk or because that's not an option in the sync.  

If it doesn't show for you either you may need to use a different date field to achieve what you're looking for:

Rolf11
Rolf11
April 4, 2022

I checked out this post as I'm also looking for a way of updating or changing the due date in ZD.  However we don't use JIRA and really need to find a way of updating it natively or with a simple app.

Any ideas?

Dane13
Dane13Employee
Employee
April 30, 2022
Hi Rolf,
 
If you are pertaining to the task due dates, you can always change it as long as the ticket is not yet on Closed status.
Rolf11
Rolf11
July 12, 2022

Hello Dane

I can't seem to find how to change the due date?  Can you help me, can I get the due date field displayed in the form as viewed by an agent?

Rolf11
Rolf11
July 12, 2022

Hello Dane

To describe our case further, the Due Date field is the only one that can have an automation that will run # hours after the date.  Our custom date fields don't have this feature enabled for them.  Hence I am looking to change the due date field to match or be in place of one of our custom date fields to make use of this for an automation.

Dane13
Dane13Employee
Employee
July 23, 2022
Hi Rolf,
 
I understand that you are not using JIRA integration. Hence, I presume that you are only using the Due Date ticket field once the ticket type has been set to Task.
 
You can freely modify it as long as the ticket status is not Closed.
 

Rolf11
Rolf11
July 25, 2022

Thanks Dane

Correct we aren't using JIRA.  We use Zendesk only with incident tickets.  Is this the reason we can't see/change the due date?  If they were tasks then that would be different I assume?

Heather13
Heather13
Contributor
July 25, 2022

@rolf11,

Yes, the Due Date field only shows for Task type tickets! Not Incident tickets (frustrating for me too!)

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