# How to Exalate Database Picker Custom Field (script runner)?

**URL:** <https://community.exalate.com/t/how-to-exalate-database-picker-custom-field-script-runner/4424>\
**Category:** General Questions\
**Tags:** exalate, feature-customfield, migrated\_question\
**Created:** [November 4, 2024, 6:56am UTC](https://community.exalate.com/t/how-to-exalate-database-picker-custom-field-script-runner/4424 "2024-11-04T06:56:04Z")\
**Posts on this page:** 4\
**Page:** 1

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**Post date:** [November 4, 2024, 6:56am UTC](https://community.exalate.com/t/how-to-exalate-database-picker-custom-field-script-runner/4424/1 "2024-11-04T06:56:04Z")

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_Originally asked by Cristina Mogos on 27 October 2020 [(original question)](https://oldcommunity.exalate.com/questions/20120644)_

* * *

Hi,

I have a Script runner database picker custom field.

I want to sync it to another field in a Jira Service Desk instance.

replica.customFields.“Customer Office” = issue.customFields.“CustomFiled\_DatabasePicker”

I get the error: " Script error for issue CPM-224. Details: Could not find custom field by key `CustomFiled_DatabasePicker`. Error line: Script12.groovy:28

many thanks for your support.

Cristina

* * *

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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, 6:56am UTC](https://community.exalate.com/t/how-to-exalate-database-picker-custom-field-script-runner/4424/2 "2024-11-04T06:56:05Z")

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_Answer by Dmitrij POPOV on 10 March 2022_

Hello Cristina Mogos ,

Scriptrunner’s Database Picker custom field is returning a Jason String value, instead of a “regular” String.  
That is why you had a value “[Toyota]” instead of “Toyota”.

To fix this, could you, please, try the following solution:

- Outgoing script

```auto
replica.customKeys."Customer Office" = issue.customKeys."Customer Office"

```

- Incoming script

```auto
issue.customFields.Organizations.value = replica.customKeys."Customer Office".value?.getAsString()

```

This way you will be able to cast Json String in to String.

With best regards,  
Dmitrij

* * *

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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, 6:56am UTC](https://community.exalate.com/t/how-to-exalate-database-picker-custom-field-script-runner/4424/3 "2024-11-04T06:56:06Z")

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_Answer by Cristina Mogos on 01 December 2020_

Hi Francis Martens (Exalate)

i have created [https://support.idalko.com/servicedesk/customer/portal/8/EASE-6837](https://support.idalko.com/servicedesk/customer/portal/8/EASE-6837)

Best and thanks

Cristina

* * *

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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, 6:56am UTC](https://community.exalate.com/t/how-to-exalate-database-picker-custom-field-script-runner/4424/4 "2024-11-04T06:56:07Z")

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_Answer by Francis Martens (Exalate) on 27 October 2020_

Are you sure that you have spelled the name correctly

Maybe instead of ‘CustomFiled\_DatabasePicker’ you could use ‘CustomField\_DatabasePicker’  
If that doesnt work, please use the customfield id

* * *

#### Comments:

> **Cristina Mogos commented on 02 November 2020**
>
> > Hi Francis,
> 
> sorry for late answer, it seems that my reply did not get into this stream.
> 
> Anyway, i made good progress on the issue.
> 
> 1. there is a database picker (Script runner) customer filed where i put the database select from Jira
> 2. when creation of the ticket, the value of the field from point 1 is copied to a ![](https://dub1.discourse-cdn.com/flex018/plugins/servlet/confluence/placeholder/error?i18nKey=editor.placeholder.broken.link&locale=en_GB&version=2 "The resource identifier 'PageResourceIdentifier[spaceKey=<null>,title=Text]' cannot be resolved. A spaceKey and title are both required to render a page.") Custom Filed: Customer Office → _![](https://dub1.discourse-cdn.com/flex018/plugins/servlet/confluence/placeholder/error?i18nKey=editor.placeholder.broken.link&locale=en_GB&version=2 "The resource identifier 'PageResourceIdentifier[spaceKey=<null>,title=Text]' cannot be resolved. A spaceKey and title are both required to render a page.") Customer Office_
> 3. i exalate the _![](https://dub1.discourse-cdn.com/flex018/plugins/servlet/confluence/placeholder/error?i18nKey=editor.placeholder.broken.link&locale=en_GB&version=2 "The resource identifier 'PageResourceIdentifier[spaceKey=<null>,title=Text]' cannot be resolved. A spaceKey and title are both required to render a page.") Customer Office_
> 
> With this trick everything seems to work as expected , with one single issue where i’m stuck again:
> 
> When i update the database picker value, the listener updates the _![](https://dub1.discourse-cdn.com/flex018/plugins/servlet/confluence/placeholder/error?i18nKey=editor.placeholder.broken.link&locale=en_GB&version=2 "The resource identifier 'PageResourceIdentifier[spaceKey=<null>,title=Text]' cannot be resolved. A spaceKey and title are both required to render a page.") Customer Office_ field but the exalate does not happen. The listener is written also using Script Runner.
> 
> ![](https://dub1.discourse-cdn.com/flex018/download/attachments/20120644/image2020-11-2_14-33-18.png?version=1&modificationDate=1604323999010&api=v2)
> 
> Any ideas? thank you

> **Francis Martens (Exalate) commented on 04 November 2020**
>
> > Hi Cristina Mogos
> 
> The value of the database picker is copied into the text field, but it doesn’t trigger the exalate …  
> How do you update the text field, and is an event generated whenever doing so?

> **Cristina Mogos commented on 04 November 2020**
>
> > Hi Francis,
> 
> yes, i have custom listener on “Issue Update”.
> 
> Best and thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 05 November 2020**
>
> > The reason that exalate is not kicking in is because there is no Jira issue event raised.  
> > Try to find out why that is.

> **Cristina Mogos commented on 05 November 2020**
>
> > Hi Francis,
> 
> i do not know how to do this! any advice is welcome!
> 
> I did also a small recording for that, because the issue update is triggered (the TEXT filed gets the new value) → but the synchronization does not start. [[CPM-237] Test Customer Office Sync CPM -\_ CISU 5 - Cinemo’s JIRA - Google Chrome 2020-11-05 13-55-44.mp4](/download/attachments/20120644/%5BCPM-237%5D%20Test%20Customer%20Office%20Sync%20CPM%20-\_%20CISU%205%20-%20Cinemo%27s%20JIRA%20-%20Google%20Chrome%202020-11-05%2013-55-44.mp4?version=1&modificationDate=1604581312358&api=v2)
> 
> Many thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 05 November 2020**
>
> > What happens is (IMO)
> 
> - The database field is changed
> - The update event is being processed
> - The exalate captures AND the script field is started at the same time
> - The outgoing sync of the exalate checks the issue, sees that nothing is changed, and the sync is skipped
> - The script field is then updated, and no update event is generated.
> 
> You will have to do some additional testing.  
> A trick to always have the exalate send a message is to force a change by adding something like
> 
> ```auto
> // ensure that the message is always sent
> replica.customKeys.foo = new Date()
> 
> ```
> 
> But probably the replica will not included the text field which is still being updated.  
> Can you validate that this is correct?

> **Cristina Mogos commented on 06 November 2020**
>
> > Hi Francis,
> 
> i did the test, unfortunately it does not work.
> 
> i did more tests and what I discovered is that inline editing is the issue (same happens for adding a label or any other field when changing via inline editing. sometime, but only sometime it works… i do not understand why…) When using the “Edit” issue button it works.
> 
> Could you please take a look into the inline editing?
> 
> Best and thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 06 November 2020**
>
> > Inline editing is the same as normal editing, but then a single field. It will generate an issue updated event, and then exalate will pick it up.
> 
> But if the resulting message (by processing the outgoing sync) is the same as the previous message, no sync will happen.  
> Can you check if the field that you change is part of the outgoing sync.
> 
> You can always test by adding a throw exception in your outgoing sync detailing the what has been changed.  
> For instance - showing the labels can be done by adding
> 
> ```auto
> throw new Exception("Labels are ${issue.labels}")
> 
> ```
> 
> There are now 2 outcomes when changing the label
> 
> a) The exception is raised - so you know that the outgoing sync processor is run → see if this leads to a sync, and if not check if the message has changed  
> b) The exception is not raised - there is some reason why the issue update is not generated.  
> Find out why that is.

> **Cristina Mogos commented on 10 November 2020**
>
> > Hi Francis,
> 
> you are right, the label is not sync.
> 
> I still do not know how to “fix” this issue.
> 
> this is how it should happen:
> 
> Customer Office database picker changes → ![](https://dub1.discourse-cdn.com/flex018/plugins/servlet/confluence/placeholder/error?i18nKey=editor.placeholder.broken.link&locale=en_GB&version=2 "The resource identifier 'PageResourceIdentifier[spaceKey=<null>,title=Text]' cannot be resolved. A spaceKey and title are both required to render a page.") Customer office is updated → sync has to be triggered.
> 
> it works for Issue creation, but not for issue update.
> 
> any advice is welcome.
> 
> Best and thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 10 November 2020**
>
> > There is some problem with the image …

> **Cristina Mogos commented on 11 November 2020**
>
> > Hi Francis,
> 
> I took some time to summarize the need and to better describe the challenge.
> 
> **Goal** : Synchronize Customer Office (internal jira) with Organization (remote Jira Service Desk)
> 
> Customer Office is a custom field defined in Jira internal and is a database picker Script Runner Field. (reads value from a database, single select)
> 
> The value selected by the user in this filed has to be synced with the field Organization in Jira Service Desk using Exalate plugin.
> 
> **Implementation** :
> 
> Because Database picker has no documentation how to sync via Exalate, I decided to use a hidden filed: [Text] Customer Office where it is copied the value selected via the database picker.
> 
> ![](https://dub1.discourse-cdn.com/flex018/download/attachments/20120644/image2020-11-11_10-11-2.png?version=1&modificationDate=1605085863107&api=v2)
> 
> On the “create issue” transition, I wrote the code (using script runner) for the copy value.
> 
> The issue in Jira Service Desk is created with right values (using Exalate plugin):
> 
> Outgoing sync (internal Jira):
> 
> replica.customFields.“Customer Office” = issue.customFields.“[Text] Customer Office”
> 
> Incoming sync(remote JSD)
> 
> issue.customFields.Organizations.value = replica.customFields.“Customer Office”.value
> 
> In order to catch the “issue update” use case, I have implemented a listener which copies the value from Customer Office to [Text] Customer Office.
> 
> **Issue** is that when Customer Office is updated/respectively the [Text] Customer Office is updated, the synchronization is not triggered.
> 
> Any idea about how I could fix this is more than welcome.
> 
> It could be that the Database picker field can be direct exalated, and I should not worry about all these workarounds?
> 
> Many many thanks in advance for all your support
> 
> Cristina

> **Francis Martens (Exalate) commented on 11 November 2020**
>
> > Can you show the properties of the database picker when syncing
> 
> Add for instance
> 
> ```auto
> def dbpicker = issue.customFields."Customer Office"
> throw new Exception("Database picker = ${dbpicker.properties}")
> 
> ```
> 
> trigger a sync (by modifying something on the source issue)  
> and check what the values are provided by the custom field by inspecting the error the exception generates

> **Cristina Mogos commented on 11 November 2020**
>
> > Hi Francis,
> 
> i get this:
> 
> "
> 
> Error Detail Message:
> 
> **Script error for issue CPM-239. Details: Database picker = [value:10101, type:UNHANDLED, class:class com.exalate.basic.domain.hubobject.v1.BasicHubCustomField, uid:null, id:13400, locked:false, description:Customer Office=Organization, name:Customer Office]. Error line: Script8.groovy:33**
> 
> **"**

> **Cristina Mogos commented on 11 November 2020**
>
> > this value: 10101 is the ID from the database :
> 
> "
> 
> select **id** ,name FROM database\_tabel
> 
> where lower(name) like lower(?) || ‘%’
> 
> "

> **Francis Martens (Exalate) commented on 11 November 2020**
>
> > OK - great
> 
> It shows what we expected a value which is the primary key in the ‘database\_tabel’
> 
> So - how do you retrieve that value from the database picker into the text field?

> **Cristina Mogos commented on 12 November 2020**
>
> > Hi Francis,
> 
> I use script runner sql:
> 
> "
> 
> //get
> 
> def rows = DatabaseUtil.withSql(‘Local Database Connection’) { sql -\>sql.firstRow(“select name from database\_tabel where id=”+ID)[0]
> 
> //set
> 
> textCf2.updateValue(null, issue, new ModifiedValue(issue.getCustomFieldValue(textCf2),rows),changeHolder)
> 
> "
> 
> best
> 
> Cristina

> **Cristina Mogos commented on 12 November 2020**
>
> > Hi Francis,
> 
> updates on my side: i just got an answer from Script Runner how i could get the Database picker Text without querying the database ( I asked them for an alternative as the “selcet//” on every update is really a non best practice).
> 
> I will come back to you as soon as i have tested their proposal.
> 
> Many thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 12 November 2020**
>
> > Aha - that is good news.  
> > Note that if the scriptrunner approach doesn’t work, you can also use the sql query approach in the outgoing processor

> **Cristina Mogos commented on 12 November 2020**
>
> > Hi Francis,
> 
> updates here: the colleagues from Script runner guded me to get the Name of the DatabasePicker field as follow:
> 
> def valueForDbPicker = textCf1.getViewHtml(fieldLayoutItem, null, issue) as String
> 
> and use its value as: valueForDbPicker?.trim()
> 
> and the copy mechanism works; but now i’m back to the initial issue:
> 
> **Script error for issue CPM-243. Details: Database picker = [value:10102, type:UNHANDLED, class:class com.exalate.basic.domain.hubobject.v1.BasicHubCustomField, uid:null, id:13400, locked:false, description:Customer Office=Organization, name:Customer Office]. Error line: Script8.groovy:32**
> 
> Many thanks for your support
> 
> Cristina

> **Francis Martens (Exalate) commented on 13 November 2020**
>
> > That error is because you have a ‘throw new exception’ on line 32.  
> > Remove this from your script and retry

> **Cristina Mogos commented on 13 November 2020**
>
> > Hi Francis,
> 
> yes, there was the :
> 
> “throw new Exception(“Database picker = ${dbpicker.properties}”)”
> 
> and now i’m back to the initial issue:
> 
> 1. Editing the _Customer Office_ database picker does not trigger the sync (as it is not in the connections rules)
> 2. _Text Customer office_ is updated; unfortunately its update does not trigger the sync;
> 
> _Text Customer Office_ is updated via custom listener listener on issue Update:
> 
> ![](https://dub1.discourse-cdn.com/flex018/download/attachments/20120644/image2020-11-13_10-56-10.png?version=1&modificationDate=1605261370199&api=v2)
> 
> maybe i should use a loop transition instead listener? would it trigger the sync?
> 
> many thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 13 November 2020**
>
> > The solution is to add the customer office value into the replica.  
> > We can use the same approach as you now use to extract the value from the field, but then using the outgoing sync processor.
> 
> Can you add the code of the listener into this question?

> **Cristina Mogos commented on 13 November 2020**
>
> > ```auto
> > 
> > ```
> 
> import com.atlassian.jira.issue.Issue  
> import com.atlassian.jira.issue.ModifiedValue  
> import com.atlassian.jira.issue.util.DefaultIssueChangeHolder  
> import com.atlassian.jira.component.ComponentAccessor  
> import com.atlassian.jira.issue.CustomFieldManager  
> import com.atlassian.jira.issue.fields.CustomField  
> import com.onresolve.scriptrunner.db.DatabaseUtil  
> import com.atlassian.jira.issue.IssueManager  
> import com.atlassian.jira.component.ComponentAccessor  
> import com.atlassian.jira.event.type.EventDispatchOption  
> import com.atlassian.jira.issue.fields.layout.field.FieldLayoutItem  
> import com.atlassian.jira.issue.fields.layout.field.FieldLayoutManager  
> import org.apache.log4j.Level  
> import org.apache.log4j.Logger
> 
> //def log = Logger.getLogger(getClass())  
> [//log.setLevel](https://log.setLevel)(Level.DEBUG)
> 
> //get custom filed value  
> def issueManager = ComponentAccessor.getIssueManager()  
> def issue = event.issue  
> def customFieldManager = ComponentAccessor.getCustomFieldManager()  
> def fieldLayoutManager = ComponentAccessor.getFieldLayoutManager()
> 
> def textCf1 = customFieldManager.getCustomFieldObjects(issue).find {it.name == “Customer Office”}  
> def textCf2 = customFieldManager.getCustomFieldObjects(issue).find {it.name == “[Text] Customer Office”}  
> [//log.warn](https://log.warn)(textCf1)  
> def ID=issue.getCustomFieldValue(textCf1)  
> [//log.warn](https://log.warn)(ID)
> 
> def fieldLayoutItem = fieldLayoutManager.getFieldLayout(issue).getFieldLayoutItem(textCf1.id)
> 
> //if the field has a value on the issue  
> if(ID) {  
> //get the value as displayed on the Issue.  
> //We need to call .trim() to remove line breaks and spaces  
> def valueForDbPicker = textCf1.getViewHtml(fieldLayoutItem, null, issue) as String  
> [//log.warn](https://log.warn)(valueForDbPicker?.trim())
> 
> ```
> //Set [Text] Customer Office to the selected value 
> if (textCf2) {
> def changeHolder = new DefaultIssueChangeHolder()
> textCf2.updateValue(null, issue, new ModifiedValue(issue.getCustomFieldValue(textCf2),valueForDbPicker?.trim()),changeHolder)
> }
> 
> ```
> 
> }
> 
> else {  
> //when the creation of the Support request is triggered by the JSD (ID has no value) via exalate  
> def valueForDbPicker = textCf2.getViewHtml(fieldLayoutItem, null, issue) as String  
> [//log.warn](https://log.warn)(valueForDbPicker?.trim())  
> if (textCf1) {  
> def changeHolder = new DefaultIssueChangeHolder()  
> textCf1.updateValue(null, issue, new ModifiedValue(issue.getCustomFieldValue(textCf2),valueForDbPicker?.trim()),changeHolder)  
> }  
> }
> 
> ```auto
> 
> ```

> **Francis Martens (Exalate) commented on 13 November 2020**
>
> > Give following code a try - place it at the top of the outgoing sync.
> 
> **Outgoing sync**
> 
> ```auto
> import com.atlassian.jira.component.ComponentAccessor
> import java.nio.charset.StandardCharsets
> 
> def ism = ComponentAccessor.getIssueManager()
> def cfm = ComponentAccessor.getCustomFieldManager()
> def flm = ComponentAccessor.getFieldLayoutManager()
> 
> def dbPickercf = cfm.getCustomFieldObject(issue.customFields."Customer Office".id)
> def jIssue = ism.getIssueObject(issue.id as Long)
> def fieldLayoutItem = flm.getFieldLayout(jIssue).getFieldLayoutItem(issue.customFields."Customer Office".id as String)
> def dbPickerValue = dbPickercf.getViewHtml(fieldLayoutItem, null, jIssue) as String
> 
> replica.customKeys."Customer Office" = new String(dbPickerValue.bytes, StandardCharsets.UTF_8)
> 
> ```

> **Francis Martens (Exalate) commented on 13 November 2020**
>
> > It will update the replica with the value of the database picker.  
> > Because the replica is changed the sync will be triggered

> **Cristina Mogos commented on 13 November 2020**
>
> > Hi,
> 
> the good news is that YES, the sync is triggered;
> 
> BUT the result is that no value is sent via
> 
> ```auto
> replica.customKeys."Customer Office"
> 
> ```
> 
> in the incoming connection on the Jira Service Desk i have:
> 
> ```auto
> issue.customFields.Organizations.value = replica.customFields."Customer Office"
> 
> ```
> 
> i tried also
> 
> ```auto
> issue.customFields.Organizations.value = replica.customFields."Customer Office".value
> 
> ```
> 
> but in this case i get "null pointer exception.

> **Francis Martens (Exalate) commented on 13 November 2020**
>
> > Spot the difference
> 
> - Outgoing sync
> 
> ```auto
> replica.customKeys."Customer Office"
> 
> ```
> 
> - Incoming sync
> 
> ```auto
> replica.customFields."Customer Office"
> 
> ```

> **Cristina Mogos commented on 13 November 2020**
>
> > yes, i changed to
> 
> ```auto
> replica.customKeys."Customer Office" unfortunatelly the value is empty.   
>   
> ![](/download/thumbnails/20120644/image2020-11-13_15-30-19.png?version=1&modificationDate=1605277820044&api=v2)
> 
> ```

> **Francis Martens (Exalate) commented on 13 November 2020**
>
> > Can you check step by step, and see if the value is extracted from the database picker and added to the custom key, available on the incoming sync…

> **Cristina Mogos commented on 13 November 2020**
>
> > not sure how can i do the debug. with the throw exception?

> **Francis Martens (Exalate) commented on 13 November 2020**
>
> > Yes indeed.  
> > It’s a bit of a hack, but very useful, because you then start a sync, throw an exception with the info required and see how things are being interpreted.

> **Cristina Mogos commented on 13 November 2020**
>
> > ok

> **Cristina Mogos commented on 13 November 2020**
>
> > step by step: the Customer Office has the right value;
> 
> something goes wrong with the “incoming” on the other side; here is my code:
> 
> ```auto
> //Organization= Customer Office 
> issue.customFields.Organizations.value = replica.customKeys."Customer Office"
> 
> ```

> **Francis Martens (Exalate) commented on 14 November 2020**
>
> > \> step by step: the Customer Office has the right value;
> 
> Is this on the incoming side? Can you validate that the customer office is set on the receiving end.
> 
> \> something goes wrong with the “incoming” on the other side; here is my code:
> 
> Is this the organizations field of Service Desk?
> 
> Did you check  
> [https://docs.idalko.com/exalate/display/ED/How+to+sync+Organizations+field+on+Jira+Service+Desk](https://docs.idalko.com/exalate/display/ED/How+to+sync+Organizations+field+on+Jira+Service+Desk)
> 
> Is the value set in the replica.customKeys.“Customer Office” available in the list of Organizations.
> 
> Did you try with a fixed value - does that work

> **Cristina Mogos commented on 16 November 2020**
>
> > Hi Francis,
> 
> sorry for the “silence” over the weekend - but here i am back
> 
> step by step
> 
> 1. outgoing script:
> 
> ```auto
> //Get Customer Office
> import com.atlassian.jira.component.ComponentAccessor
> import java.nio.charset.StandardCharsets
> 
> def ism = ComponentAccessor.getIssueManager()
> def cfm = ComponentAccessor.getCustomFieldManager()
> def flm = ComponentAccessor.getFieldLayoutManager()
> 
> def dbPickercf = cfm.getCustomFieldObject(issue.customFields."Customer Office".id)
> def jIssue = ism.getIssueObject(issue.id as Long)
> def fieldLayoutItem = flm.getFieldLayout(jIssue).getFieldLayoutItem(issue.customFields."Customer Office".id as String)
> def dbPickerValue = dbPickercf.getViewHtml(fieldLayoutItem, null, jIssue) as String
> 
> def test = new String(dbPickerValue.bytes, StandardCharsets.UTF_8)
> //throw new Exception("Database picker test= $test")
> 
> replica.customKeys."Customer Office" = test
> 
> ```
> 
> the throw exception shows me that test has teh value that i have selected from ( in the database picker). but for some reason the
> 
> ```auto
> replica.customKeys."Customer Office" = test
> 
> ```
> 
> puts in the customKeys an " empty value.
> 
> 2. Yes, is this the organizations field of Service Desk. yes i have read and use it;
> 
> 3. yes the value is also in the organization list
> 
> 3. Yes, it works perfectly with a fixed hard coded value.
> 
> i dare to ask for a 30 minutes session with screen sharing; i could show you the step by step; doe sit work for you this afternoon, tomorrow morning (before 10:30?)

> **Francis Martens (Exalate) commented on 16 November 2020**
>
> > I think we are almost there …
> 
> For some reason the customKeys entry is not set.
> 
> Can you change ‘test’ into custOfficeValue
> 
> and then check with the exception that the replica.customKeys.“Customer Office” is set correctly
> 
> Also raise an exception on the incoming side. In the error details you can see what the content is of the remote replica.  
> Check if the customKeys is there.

> **Cristina Mogos commented on 16 November 2020**
>
> > replica.customKeys.“Customer Office” → OK
> 
> on the incoming side→ remote replica : OK
> 
> i validated with this code, ofcourse not commented:
> 
> ```auto
> //Organization= Customer Office 
> //throw new Exception(replica.customKeys."Customer Office")
> issue.customFields.Organizations.value = replica.customKeys."Customer Office"
> //throw new Exception(issue.customFields.Organizations.value)
> 
> ```
> 
> still, the Organization Names remains empty:
> 
> ![](https://dub1.discourse-cdn.com/flex018/download/attachments/20120644/image2020-11-16_16-22-59.png?version=1&modificationDate=1605540179803&api=v2)

> **Francis Martens (Exalate) commented on 16 November 2020**
>
> > I would expect on the receiving end - in the remote issues tab - a custom key ‘Customer Office’  
> > Why is it showing ‘Organization Names’?

> **Cristina Mogos commented on 16 November 2020**
>
> > because i was giving you teh information from the sending JSW;
> 
> here is the receiving side:
> 
> ![](https://dub1.discourse-cdn.com/flex018/download/attachments/20120644/image2020-11-16_16-31-38.png?version=1&modificationDate=1605540699008&api=v2)

> **Francis Martens (Exalate) commented on 16 November 2020**
>
> > So - if you assign ‘Toyota’ to the issue.customFIelds.Organizations.value, it works, but it doesn’t when you assign replica.customKeys.“Customer Office”

> **Cristina Mogos commented on 16 November 2020**
>
> > YES
> 
> i just tested again:
> 
> this is the code on the receiving side:
> 
> ```auto
> //Organization= Customer Office 
> //throw new Exception(replica.customKeys."Customer Office")
> //issue.customFields.Organizations.value = replica.customKeys."Customer Office"
> 
> issue.customFields.Organizations.value = "Toyota"
> 
> //throw new Exception(issue.customFields.Organizations.value)
> 
> ```
> 
> this is what i see on the “sending” side: (but also i see that the organization was set):
> 
> ![](https://dub1.discourse-cdn.com/flex018/download/attachments/20120644/image2020-11-16_17-10-19.png?version=1&modificationDate=1605543019278&api=v2)
> 
> might it be cast issue?

> **Francis Martens (Exalate) commented on 16 November 2020**
>
> > Lets focus on the receiving end (where the organization needs to be set)
> 
> Can you try
> 
> ```auto
> issue.customFields.Organizations.value = [replica.customKeys."Customer Office"]
> 
> ```
> 
> If that doesn’t work, try
> 
> ```auto
> issue.customFields.Organizations.value = replica.customKeys."Customer Office" as String
> 
> ```

> **Cristina Mogos commented on 16 November 2020**
>
> > none of them works.

> **Cristina Mogos commented on 19 November 2020**
>
> > Hi Francis,
> 
> any new ideas to try? _(old community)_
> 
> Thank you
> 
> Cristina

> **Cristina Mogos commented on 26 November 2020**
>
> > Hi Francis,
> 
> Back to you - we’ve just setup a new Service Desk server preparing the rollout. Please help to get the “organizations” synced with “Customer Office”.
> 
> Maybe we could plan the call-sharing for 20 minutes or so?
> 
> Many thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 27 November 2020**
>
> > Can you check if the request type is set on the ticket where you want to set the organization?

> **Cristina Mogos commented on 30 November 2020**
>
> > Hi Francis,
> 
> yes, the request type is set:
> 
> ![](https://dub1.discourse-cdn.com/flex018/download/attachments/20120644/image2020-11-30_17-46-50.png?version=1&modificationDate=1606754810312&api=v2)
> 
> Many thanks
> 
> Cristina

> **Francis Martens (Exalate) commented on 01 December 2020**
>
> > Cristina Mogos
> 
> Lets have a look at your configuration  
> Can you raise an issue in our portal ([here](https://support.idalko.com/servicedesk/customer/portal/8)), and share a support zip after reproducing the case.
> 
> Probably something I’m misunderstanding

> **Cristina Mogos commented on 01 December 2020**
>
> > Hi Francis Martens (Exalate)
> 
> i have created [https://support.idalko.com/servicedesk/customer/portal/8/EASE-6837](https://support.idalko.com/servicedesk/customer/portal/8/EASE-6837)
> 
> Best and thanks
> 
> Cristina