Synchronize owner of transitions in both instances.

 
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We use Jira Service Management and Jira Software, both installed on premise (Jira Service Management 4.19 - Jira Software 8.19 - Exalate 5.4.1-j8 versions).


In Jira Service Management a customer edit an already existent ticket, and executes a transition. The ticket is in sync by Exalate with another ticket in Jira Software.


The transition in Jira Software is executed as a proxy fixed user. But we need to know who transition the ticket in Jira Service Management, only viewing the ticket in Jira Software. Ideally, we need to executes the transition in Jira Software as the original customer, but that customer has not permission or license in Jira Software.


Is possible to executes the transition in Jira Software, and that transition appear as if was executed by the customer, even thought the customer has NO Jira Software license?


If not possible, how can show in the Jira Software ticket (without open the Jira Service Management ticket), who executed each synched transition from Jira Service Management?

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    3 answers

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      Hi Antje Stejskal Alejandro Goñi and Javier Fernandez 


      Thank you for the post and continuing the discussion, also apologies for the late response from the Exalate. 


      Just to let you know that we are discussing it and the team will probably get back on this here in order to have this scenario addressed. 


      Appreciate the patience and co-operation. 


      BR, 

      Jillani

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        Antje Stejskal Thanks for your response. I'm working with Javier Fernandez, and both of us are searching a way to resolve this.

        It's not an elegant resolution to generate a comment with "history information", mixed with other real comments. Search for transition history will be very difficult with this approach.


        We need a solution, maybe with some Exalate Api, to sync a transition exactly as if the original user executed the transition in the destination issue. But the original user not always has permission.


        Exalate sometimes skip permission checks. For example, we can sync Reporter field, and create an issue with an user that hasn't permission to create that issue. We are searching for a similar solution in this case. Is possible at least?


        Thanks in advance

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          You could generate a comment with the desired information and synch that comment (possibly as an internal comment and do not display internal comments on the portal).

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