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We exalate a ticket from Zendesk to Jira. the Jira ticket is created and the next time a comment or status is changed in Zendesk, Exalate syncs the ticket with the associated JIRA Issue and replaces the Summary and Description with what is written in Zendesk. We do not want bi-directional which would in theory solve this because the summary and descriptions would be matching, but we do not want to change in Zendesk the Subject and Description form what was originally reported.

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      Yes, it is possible to do it.

      You can do the following on zendesk/Jira sides:


      Outgoing script (add the if condition):

      if (issue.customFields."remote issue"?.value == null) {
      replica.key            = issue.key
      replica.assignee       = issue.assignee 
      replica.reporter       = issue.reporter
      replica.summary        = issue.summary
      replica.description    = issue.description
      replica.type           = issue.type
      replica.labels         = issue.labels
      replica.attachments    = issue.attachments
      replica.comments       = issue.comments
      replica.status       = issue.status
      }

      Incoming script (add the custom field + the syncHelper.syncBackAfterProcessing():

      issue.labels  = replica.labels
      issue.summary      = replica.summary
      issue.description  = replica.description ?: "No description"
      issue.attachments  = attachmentHelper.mergeAttachments(issue, replica)
      issue.comments     += replica.addedComments
      issue.customFields."remote issue".value = replica.key
      syncHelper.syncBackAfterProcessing()

      Kind regards,

      Andres

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