Jira for Tickets Linking Issue

Question

When the Create Jira Issue automation is completed the Intercom ticket will not link to the Jira ticket. The Custom Action log shows a successful action and the objects look like they have been correctly mapped. However, the Jira for Tickets inbox app highlights an error saying ‘try again later’. When I try and manually link an existing tick (or the ticket that was created through the Custom Action), the app shows 1 ticket found, but no option to link the tickets. In all app documentation, images of the workflow builder show only one jira_issue_key mapping after completion of the action. But my workflow shows 2 instances of the object mapping. I’m not sure if this is causing the issue, but I don’t see why there would be a reason to map the jira_issue_key twice.

Fario Consulting · Accepted Answer

Hi,This may be happening becausethe Custom Action only makes a single API call to create the ticket and doesn’t set up that sync between Intercom and Jira like the official integration does......So, it’s making just one API call to create the Ticket in Jira but not linking it up with your Intercom ticket.You might want to check that your workflow is only using one instance of `jira_issue_key` mapping since having two could be causing some confusion or errors

Jackson S · Answer

Thanks ​@Fario Consulting, this Custom Action is created automatically after I setup the officialJira for Tickets integration. The object mapping was auto-set by the integration as well.But we both have the same thought. I will try and delete one of the auto-set mapped object and see if it solves the issue.

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