Error syncing internal comments JSM Cloud

 
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Hi or as we used to say in nothern Germany Moin,


I´m currently having trouble syncing issues between two Jira Service Management Cloud Instances.

The affected issues contain internal comments.


The error I get in Exalate is: Internal comments cannot be processed. The reason is: Request Type custom field is required, but not set..


The config on the side where the error appears contains the following script parts.


Outgoing

//replica.comments       = issue.comments

replica.comments       = issue.comments.findAll{!it.internal}


Incoming

issue.comments     = commentHelper.mergeComments(issue, replica)


On the other instance it looks like this:


Outgoing

replica.comments       = issue.comments


Incoming

issue.comments     = commentHelper.mergeComments(issue, replica)



Intention:

I want internal comments only to be synced incoming on my instance but not outgoing.


Any help would be greatly appreciated.


Best regards,

Hannes

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    2 answers

    1.  
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      Moin, Hannes Bünger 
      Thanks for raising this on community (smile)

      I'd suggest to change the if(firstSync)  block of the incoming sync of JSM side to not only set the issueType and project, but also set the Request Type (which should be matching the issue type):

      if(firstSync) {
  //...    issue.typeName = ...
    issue."Request Type" = "Get IT Help" // where Get IT Help should be replaced with the proper request type for the given issue type
}

      This change to the script should help with all the newly synced issues.

      For all the existing ones, I'm afraid the only way forward is to set the request type manually.

      Let me know , how it goes,
      Regards, Serhiy.

      1. Hannes Bünger

        Hi Serhiy Onyshchenko,


        I edited the sync script to include issue."Request Type" but it only gave me unexpected errors while syncing.

        Prior to this i saw that my collegue used issue.customFields."Request Type". Unfortunately this doesn´t sync the request type.


        Any idea?


        Best regards,
        Hannes



      2. Serhiy Onyshchenko

        Hello, Hannes Bünger , Might I ask you to share the incoming sync script here?
        That way It's going to be clearer, what we're looking into here.

      3. Hannes Bünger

        Sure, here you go:


        if(firstSync){
           issue.projectKey   = "FKOLA" 
           // Set type name from source issue, if not found set a default
           issue.typeName     = nodeHelper.getIssueType(replica.type?.name, issue.projectKey)?.name ?: "Submit a request or incident"
            
        }
        issue.summary        = replica.summary
        issue.description    = replica.description ?: "No description provided"
        issue.comments       = commentHelper.mergeComments(issue, replica)
        issue.attachments    = attachmentHelper.mergeAttachments(issue, replica)
        issue.labels         = replica.labels
        issue.issueLinks     = replica.issueLinks
        //issue.approvers    = replica.approvers


        /*
        User Synchronization (Assignee/Reporter)

        Set a Reporter/Assignee from the source side, if the user can't be found set a default user
        You can use this approach for custom fields of type User
        def defaultUser = nodeHelper.getUserByEmail("default@idalko.com")
        issue.reporter = nodeHelper.getUserByEmail(replica.reporter?.email) ?: defaultUser
        issue.assignee = nodeHelper.getUserByEmail(replica.assignee?.email) ?: defaultUser
        */


        issue.reporter = nodeHelper.getUserByEmail(replica.reporter?.email)


        /*
        Comment Synchronization

        Sync comments with the original author if the user exists in the local instance
        Remove original Comments sync line if you are using this approach
        issue.comments = commentHelper.mergeComments(issue, replica){ it.executor = nodeHelper.getUserByEmail(it.author?.email) }
        */


        /*
        Status Synchronization

        Sync status according to the mapping [remote issue status: local issue status]
        If statuses are the same on both sides don't include them in the mapping
        def statusMapping = ["Open":"New", "To Do":"Backlog"]
        def remoteStatusName = replica.status.name
        issue.setStatus(statusMapping[remoteStatusName] ?: remoteStatusName)
        */


        def remoteStatusName = replica.status.name
        issue.setStatus(remoteStatusName)


        /*
        Custom Fields

        This line will sync Text, Option(s), Number, Date, Organization, and Labels CFs
        For other types of CF check documentation
        issue.customFields."CF Name".value = replica.customFields."CF Name".value
        */


        issue.customFields."IssueTypeSync".value = replica.customFields."IssueTypeSync".value
        issue.customFields."XXX_ReporterSync".value = replica.reporter?.email
        issue.customFields."Request Type".value =  replica.customFields."Request Type"?.value


        /*
        Component Syncronization
        */
        issue.components = replica.components.collect { 
            component ->
            nodeHelper.createComponent(
                issue, 
                component.name, 
                component.description, 
                component.leadKey, 
                component.assigneeType?.name()
            )
        }

        //debug.error()

      4. Serhiy Onyshchenko

        Alright, here's my suggestion applied

        if(firstSync){
   issue.projectKey   = "FKOLA" 
   // Set type name from source issue, if not found set a default
   issue.typeName     = "Submit a request or incident"
   def issueTypeToRequestType = [
        "Submit a request or incident" : "Get IT Help",
   ]
   issue."Request Type" = issueTypeToRequestType[issue.typeName] ?: "Get IT Help"
}
issue.summary        = replica.summary
issue.description    = replica.description ?: "No description provided"
issue.comments       = commentHelper.mergeComments(issue, replica)
issue.attachments    = attachmentHelper.mergeAttachments(issue, replica)
issue.labels         = replica.labels
issue.issueLinks     = replica.issueLinks
//issue.approvers    = replica.approvers


issue.reporter = nodeHelper.getUserByEmail(replica.reporter?.email)



def remoteStatusName = replica.status.name
issue.setStatus(remoteStatusName)



issue.customFields."IssueTypeSync".value = replica.customFields."IssueTypeSync".value
issue.customFields."XXX_ReporterSync".value = replica.reporter?.email
issue.customFields."Request Type".value =  replica.customFields."Request Type"?.value


/*
Component Syncronization
*/
issue.components = replica.components.collect { 
    component ->
    nodeHelper.createComponent(
        issue, 
        component.name, 
        component.description, 
        component.leadKey, 
        component.assigneeType?.name()
    )
}

//debug.error()

        In this case I'm setting the request type "Get IT Help" if the issue type is "Submit a request or incident". Please, replace with an appropriate Request type for this issue type.

        Could I also ask to share the error that happens with such rules?
        Regards, Serhiy.

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    2.  
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      How about:


      replica.comments       = commentHelper.filterLocal(issue.comments)


      We use this always on outgoing, so only public comments are synced.

      1. Serhiy Onyshchenko

        That's a nice work-around, Normann P. Nielsen !

      2. Hannes Bünger

        Hi Normann,

        I´ll give that a try.

        Thank you!

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