We have a process where adding a comment in a Slack thread will posts that comment to the corresponding Jira ticket, and vice versa—posting a comment in Jira also adds it to the same Slack thread. Currently, the Zap is functioning correctly for bidirectional sync. However, we are facing an issue with a loop between both Zaps, resulting in excessive posting of comments in both Jira and Slack. This has led to nearly 500 comments being posted to a single ticket.Can anyone assist in resolving this Zap loop? Thank you in advance!
Best answer by Troy TessaloneBest answer by Troy Tessalone
@Shikha Verma
No.
You should configure the Zap steps to:
include #jira if coming from Jira to Slack
that way you know the comment was synced from another app
vs an organic comment sent by a user
include #slack if coming from Slack to Jira
that way you know the comment was synced from another app
vs an organic comment sent by a user
EXAMPLES
In Slack, say there are 2 messages...
Message 1: includes #jira, that means the comment was synced from Jira via a Zap
in other words, the comment was NOT added directly by a user in Slack
This comment should NOT be synced to Jira
In the Zap, the Filter as step 2 would check for this
Condition: Message does not contain #jira
Message 2: does NOT include #jira, that means the comment was added directly by a user in Slack
This comment should then be synced to Jira
When synced to Jira, the comment should include #slack
Thanks again for providing the information. Could you please elaborate further? I'm having trouble understanding what specific data we need to fill in this section. Your clarification would be greatly appreciated. Thank you!
If a message is posted to Slack that includes #jira, then that means the other Zap sent the Slack message, so you can add a Filter to check if message does not contain #jira, which would mean it was posted directly to Slack, and thus should be sent to Jira and include #slack.
Thanks @Troy Tessalone for getting back to me! One quick question if i am getting you correctly, that every comment add to the jira ticket and slack we need to ask user to inclue #jira and #slack after every message?
Hi @Troy Tessalone Thanks for the information! Can you please help me to resolve the Zap loop. I tried to configured the Zap steps as you suggested but still it’s posting the comments again and again, may be i am doing some mistake. I am sending you the screenshots of my Zap in edit mode and slack messages. You can see in the below screenshot that i mentioned #jira in jira to slack Zap but in slack its posting #jira multiple times. Also i didn’t did any changes in the slack to Jira Zap, thinking first this zap will configure properly then i will made the changes in slack to jira Zap. Can you please guide me the further steps. Thank you!
@Troy Tessalone Thanks for providing the solution! I tried the solution you have provided above and it worked but not completely. Here are the below screenshots from both the Zaps.
1. Slack to Jira Zap
Jira to Slack
Now the issue is: 1. In the Slack screenshot, you can see I posted two comments, "once again" and "this is for testing purposes", but they didn't post to the jira; in fact, they posted through the jira to Slack Zap with the #jira. Can you please provide some guidance on this? How to make things look neat and clean in Slack. Where I am missing some steps in both Zaps.
2. Every comment posted by anyone is shown as Shikha's comment. Can it be the actual user who is raising the comment? If not, can it be a bot message in both cases, jira to Slack and vice-versa?
3. I tried to change the icon from Zapier to some other pic/link, but nothing worked. I was able to change the bot name from Zapier to Jira but not the icon. How to change that. I already tried, but it didn't work.
Your help on this will be greatly appreciated. Thank you!
Thank You so much @Troy Tessalone. It worked! Can you please guide me on my second and third question. I will ask my team to do some moe testing on their end. I will get back to you if I need any help! Thank You!
2. Every comment posted by anyone is shown as Shikha's comment. Can it be the actual user who is raising the comment? If not, can it be a bot message in both cases, jira to Slack and vice-versa?
May depend on the connected app account.
For Slack, configure the fields related to “Bot”.
For Jira, you’ll have to check if there are fields available to set who commented, otherwise, it will use the connected Jira app account.
3. I tried to change the icon from Zapier to some other pic/link, but nothing worked. I was able to change the bot name from Zapier to Jira but not the icon. How to change that. I already tried, but it didn't work.
Click the field tooltip to see more info about the expected values and valid formats.
