1 answer
- 10-1
Setting the customer request is fully supported.
The normal course of action is- First try with a fixed value and see if that works
- If it doesn't - try to understand why
is the value provided, what is expected by the api
are there logs pointing to root cause
- If it doesn't - try to understand why
- Then checkout the value being assigned dynamically. Is it in the same format
- Shiva
Hi Francis,
I have used fixed value in incoming sync and it is updating the internal ticket with that value whatever I select in the external ticket. So looks like the fixed value is updating the Customer request type.
So I used issue.customFields."Customer Request Type".value = replica.customFields."Customer Request Type"?.value in the incoming sync and it updated the internal ticket with empty value.(removed the existing value "Everything Else" - check screenshot). Is it not grabbing the values? Can you check the script I used.
We have same matching all request types in both instances and they are working fine previously.
- Francis Martens (Exalate)
Request types are specific to a service desk - you can't have matching fields.
Check the content of replica.customFields."Customer Request Type"?.value by using something like
debug.error("Replica = ${replica.customFields.'Customer Request Type'?.value}")
or inspect the remote replica ...
- Shiva
I have tried the debug method and I got the error message like this,
- Error Detail Message: javax.script.ScriptException: com.exalate.api.exception.IssueTrackerException: Replica = rs/2df7be82-7129-49fa-b864-ca3994d0b763
It says sync rules error but I have added the script as mentioned above and also referred to this https://docs.idalko.com/exalate/display/ED/Jira+on-premise%3A+How+to+sync+Customer+request+type+field+in+Jira+Service+Desk
and customer request type sync but nothing is working.
CommentAdd your comment... - First try with a fixed value and see if that works
Hi,
We have upgraded our Jira from server to DC. We had issues with sync and able to clear all those. But now I don't see that we cannot sync the Customer Request type(service desk field). We were able to sync that previously but its not working after we upgraded our Jira and Exalate.
I have tried adding this script in the rules but its not updating the customer request type in the Internal Jira.
Outgoing sync
replica.customFields."Customer Request Type" = issue.customFields."Customer Request Type"
Incoming sync (create processor)
issue.customFields."Customer Request Type".value = replica.customFields."Customer Request Type"?.value
Can you please point me what I am doing wrong.
Thanks,
Shiva