Customer request type sync

General Questions
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1

Originally asked by Mario Fanck on 15 January 2020 (original question)

Good morning,
I need to set the “customer request type” automatically depends from the outcoming sync.

Example:
outgoing sync:
replica.customFields.“Customer Request Type” = issue.customFields.“Customer Request Type”

incoming sync:
issue.customFields.“Customer Request Type”.value = “IT Help”
issue.customFields.“Customer Request Type”.value = “IT Help 2”
issue.customFields.“Customer Request Type”.value = “IT Help 3”

use case:
when in project A issue is “Customer Request Type” = “IT Help” set in project B “Customer Request Type” = “IT Help”

when in project A issue is “Customer Request Type” = “IT Help 2” set in project B “Customer Request Type” = “IT Help 2”

when in project A issue is “Customer Request Type” = “IT Help 3” set in project B “Customer Request Type” = “IT Help 3”

Best regards
MarioQuelle: Jira Server/Datacenter (old community)

2

Answer by Francis Martens (Exalate) on 15 January 2020

Hi Mario Fanck

Can you check if How to synchronize ‘Customer request type’ Service Desk field covers what you are looking for?

Comments:

Mario Fanck commented on 15 January 2020

Hi Francis,

sure but this works only manually. Details EASE-3750

We need this automatically in the remote issue.

for customer request types:

local “help1” → remote “help1”

local “help2” → remote “help2”

local “help3” → remote “help3”

local “help4” → remote “help4”

Francis Martens (Exalate) commented on 16 January 2020

What do you mean with ‘manually’?

I guess I’m missing the point.

Mario Fanck commented on 16 January 2020

Outgoing sync:

replica.customFields.“Customer Request Type” = issue.customFields.“Customer Request Type”

Incoming sync:

issue.customFields.“Customer Request Type”.value = “IT Help”

IT Help is a string but i need this dynamically depending from the input project A.

When i choose a customer request type “IT Help” in project A then sync customer request type “IT Help” to project B.

When i choose a customer request type “IT Help 1” in project A then sync customer request type “IT Help 1” to project B.

When i choose a customer request type “IT Help 2” in project A then sync customer request type “IT Help 2” to project B.

André Leroy-Beaulieu Castro commented on 17 January 2020

Incoming sync:

issue.customFields.“Customer Request Type”.value = “IT Help”

Instead of setting a static string you want to grab the value from the replica’s value so it should be:

issue.customFields."Customer Request Type".value = replica.customFields."Customer Request Type"?.value

Thanks,

André

Shiva commented on 22 June 2021

Hi Mario Fanck ,

Were you able to achieve this? I am having same issue. I can sync the static value but it is not grabbing the value from the original ticket.

Andre - I have tried your suggestion but its not working.

Thanks,

Shiva

Francis Martens (Exalate) commented on 26 June 2021

Shiva,

Check the value that you are assigning (using debug.error or log.info)

Make sure that what you assign can be set.
If it doesn’t work for a certain value - try it with a hard coded string.