Exalate - Jira to Jira Sync Error

General Questions
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1

Originally asked by Richard Hubbard on 04 November 2021 (original question)

We are using Exalate and synchronizing 2 Jira systems. One system is with one of our clients and ours. We continue to get the following email / error notification when updating a ticket and expecting the update to be sent to the clients Jira system:
Exalate synchronization of the remote issue ITHELP-523 is blocked on issue tracker https://ks2inc.atlassian.net
Exalate url: https://jcloudnode-nbva-jdin-ytdx-eyzz.exalate.cloud
Connection: OurJira to clientsJira

Error impact: Issue
Error type: Jira Cloud error
Internal comments cannot be processed. The reason is: Request Type custom field is required, but not set…
We need to get some direction on how we can get around this issue. The Clients Jira system states the Request Type field is required and LOCKED. Our Jira system does not have that field in our ticket submission / response screen

2

Answer by Ariel Aguilar on 04 November 2021

Hi Richard,

The comments cannot be processed because of the following: https://docs.idalko.com/exalate/x/GABzAg

You require setting up the request type for internal comments to be processed.

Kind regards,

Ariel