Exalate overides fields and sets it to None

General Questions
1

Hi Team,

We are currently syncing tickets from JSM to Jira via Exalate. When a ticket is created in JSM, the corresponding Jira ticket is automatically created through Exalate.

On the Jira Software side, we have an automation configured to populate the following fields:

  • Project Manager (PM) – single user picker

  • Engineer – single user picker

  • Reference Platform – cascading field

However, Exalate is intermittently overwriting these fields and resetting them to None, even after the automation sets valid values, in the Jira side. We have already tried adding delays (up to 2 minutes) in the automation, but Exalate still reverts the fields to None. This does not happen consistently, but only for some tickets.

As a workaround, we removed these fields from the Outgoing sync. While this prevents Exalate from resetting the values, it also stops the PM field from syncing from Jira to JSM, which is not the desired outcome.

Could you please advise how we can prevent Exalate from overwriting values set by Jira automation? If this can be handled within Exalate, guidance on the exact configuration would be greatly appreciated.

Additionally, we are facing another issue related to the “relates to” link between JSM and Jira tickets.

We had configured the following scripts:

Outgoing:

replica.customFields."Linked issue key" = issue.customFields."Linked issue key"

Incoming:

issue.customFields."Linked issue key"?.value = replica.key

Since the Linked issue key field on the JSM side was not consistently populated, we implemented an automation on the Jira side. This automation checks if the Linked issue key field has a value and then creates a “relates to” link accordingly. This setup worked without issues for the past 3–4 months.

However, recently Exalate has started updating the link in the Jira Software ticket to None.

Both issues are impacting our workflow significantly and we would appreciate your urgent assistance in resolving them.

Looking forward to your guidance on this. Kindly to the needful from your end.

Regards,
Neha N Pai

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2

Hi and welcome to the Exalate Community!

Thanks for sharing your question or insight, we appreciate your contribution.

A member of the Exalate team or community will review this post and respond as soon as possible.

In the meantime, feel free to explore related topics or join other conversations. We’re glad to have you here!

3

Hi there,

Thanks for sharing this – we’re actually experiencing the same behaviour on our side with the “relates to” link between JSM and Jira Software tickets.

In our case, Exalate appears to be removing the link when a ticket is descaled (from Devops to Jira), even though the automation on the Jira side had correctly set it. This has only started happening recently (few days or so).

We’re currently investigating the issue as it’s impacting our workflow as well. We’ll keep an eye on this thread in case any solution or update is shared.

Best regards,
Héctor - ROMEU IT

4

We’ve checked and can confirm that this behaviour has already been acknowledged by the Exalate team and is listed on their Status Page: :link: https://status.exalate.com/

We’re monitoring the incident and will follow any updates shared there.

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5

Thank you for the update.

Regards,

Neha

6

hey @hpenalva

here is the equivalent jira ticket:

you can use this ticket for further communication for the issue where the links are being removed.
All the steps are already provided there , how to restore the data.

Kindly let me know in case of any other concerns. And please accept our apologies here for the unwanted inconvenience.

Regards,

Sonal

7

@Sonal_Otwani ,

Can you please share the ticket with me? I am unable to access it.

Regards,

Neha

8

Hi @Sonal_Otwani,

Thank you for sharing the Jira ticket. Unfortunately, I don’t have access to that issue in Jira. Could you please grant me access or share the information in another way?

Thank you

9

@hpenalva

you should have access now

1 Like