# Error syncing internal comments JSM Cloud

**URL:** <https://community.exalate.com/t/error-syncing-internal-comments-jsm-cloud/5428>\
**Category:** General Questions\
**Tags:** exalate, cloud-jira, jira-cloud, jira, migrated\_question\
**Created:** [November 4, 2024, 8:04am UTC](https://community.exalate.com/t/error-syncing-internal-comments-jsm-cloud/5428 "2024-11-04T08:04:13Z")\
**Posts on this page:** 3\
**Page:** 1

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**Post date:** [November 4, 2024, 8:04am UTC](https://community.exalate.com/t/error-syncing-internal-comments-jsm-cloud/5428/1 "2024-11-04T08:04:13Z")

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_Originally asked by Hannes Bünger on 03 March 2023 [(original question)](https://oldcommunity.exalate.com/questions/58499705)_

* * *

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](https://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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**Author:** ![xl8bot](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/xl8bot/32/324_2.png) [@xl8bot](https://community.exalate.com/u/xl8bot)\
**Post date:** [November 4, 2024, 8:04am UTC](https://community.exalate.com/t/error-syncing-internal-comments-jsm-cloud/5428/2 "2024-11-04T08:04:14Z")

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_Answer by Serhiy Onyshchenko on 06 March 2023_

Moin, Hannes Bünger  
Thanks for raising this on community 😄

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):

```auto
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.

* * *

#### Comments:

> **Hannes Bünger commented on 06 March 2023**
>
> > 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

> **Serhiy Onyshchenko commented on 06 March 2023**
>
> > 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.

> **Hannes Bünger commented on 06 March 2023**
>
> > 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](https://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](http://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](http://replica.status.name)  
> issue.setStatus(statusMapping[remoteStatusName] ?: remoteStatusName)  
> \*/
> 
> def remoteStatusName = [replica.status.name](http://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](http://component.name),  
> component.description,  
> component.leadKey,  
> component.assigneeType?.name()  
> )  
> }
> 
> [//debug.error](https://debug.error)()

> **Serhiy Onyshchenko commented on 08 March 2023**
>
> > Alright, here’s my suggestion applied
> 
> ```auto
> 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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**Author:** ![xl8bot](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/xl8bot/32/324_2.png) [@xl8bot](https://community.exalate.com/u/xl8bot)\
**Post date:** [November 4, 2024, 8:04am UTC](https://community.exalate.com/t/error-syncing-internal-comments-jsm-cloud/5428/3 "2024-11-04T08:04:15Z")

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_Answer by Normann P. Nielsen on 03 March 2023_

How about:

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

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

* * *

#### Comments:

> **Serhiy Onyshchenko commented on 06 March 2023**
>
> > That’s a nice work-around, Normann P. Nielsen !

> **Hannes Bünger commented on 06 March 2023**
>
> > Hi Normann,
> 
> I´ll give that a try.
> 
> Thank you!