Enforce Share with Organization after issue created via Exalate

General Questions
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1

Originally asked by Cristina Mogos on 18 September 2020 (original question)

Hi there,

There are 2 Jira instances: 1 Jira Service Desk (JSD) and one Jira Software (JSW).

Issue is created in JSW and sync back to JSD using Exalate. Organization is sync also.

Still, JSD users in that organization do not see the issue created in JSW. I assume is because the issue has to be “shared with organization”.

Question: How do i enforce this after issue creation (via Exalate)?

Best and thanks

Cristina

2

Answer by Francis Martens (Exalate) on 18 September 2020

Can you check the customer notifications

Project Settings > Customer Notifications

Check the organization added email rule - is it enabled?

3

Answer by Cristina Mogos on 18 September 2020

The rule is disabled.

Comments:

Cristina Mogos commented on 18 September 2020

just to mention: when i create an issue direct in JSD portal, that issue is seen by all the users in the organization. And the “Organization added” is disable.

Francis Martens (Exalate) commented on 18 September 2020

Organisation added is probably triggered if the issue is shared after the creation.
Hmm.

I’m wondering how to flip the toggle.

Cristina Mogos commented on 21 September 2020

Good morning Francis,

I wish you a very good week start.

Any idea how the issue can be shared after organization added? Should i add the organization, maybe ,at the very beginning of the script sync?

Thank you

Cristina

Francis Martens (Exalate) commented on 21 September 2020

That will not change the behaviour.
The only way to find out is to understand why the notification is not generated.
What are the version you use on the JSD side?

Cristina Mogos commented on 22 September 2020

JIRA Service Desk 4.5.4

Cristina Mogos commented on 25 September 2020

Hi Francis,

any chance that you has some time to look further into this issue?

Many many thanks

Cristina

Francis Martens (Exalate) commented on 27 September 2020

I had some time this afternoon.

I could reproduce the problem, by not setting the customer request.
So if during the first sync, the customer request is set - notifications are sent out.

The customer request can be set by adding following snippet in the first sync on the side of the service desk project

if (firstSync) {
   ...
   issue.customFields."Customer Request Type" = "Get Things Done"
   ...
}

More information on handling the customer request is available here

I made a small video to illustrate the difference - let me know if it is helpful

Cristina Mogos commented on 28 September 2020

Hi Francis,

Thank you for the very detailed explanation and example. It worked!

Setting the "customer request type "triggers the “notification” for the entire organization!

Many many thanks for all your support

Cristina

Francis Martens (Exalate) commented on 28 September 2020

Good to know - can you mark the answer as correct?

4

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