We have upgraded our Jira from server to DC. We had issues with sync and able to clear all those. But now I don’t see that we cannot sync the Customer Request type(service desk field). We were able to sync that previously but its not working after we upgraded our Jira and Exalate.
I have tried adding this script in the rules but its not updating the customer request type in the Internal Jira.
Answer by Francis Martens (Exalate) on 11 June 2021
Setting the customer request is fully supported.
The normal course of action is
First try with a fixed value and see if that works
If it doesn’t - try to understand why
is the value provided, what is expected by the api
are there logs pointing to root cause
Then checkout the value being assigned dynamically. Is it in the same format
Comments:
Shiva commented on 11 June 2021
Hi Francis,
I have used fixed value in incoming sync and it is updating the internal ticket with that value whatever I select in the external ticket. So looks like the fixed value is updating the Customer request type.
So I used issue.customFields.“Customer Request Type”.value = replica.customFields.“Customer Request Type”?.value in the incoming sync and it updated the internal ticket with empty value.(removed the existing value “Everything Else” - check screenshot). Is it not grabbing the values? Can you check the script I used.
We have same matching all request types in both instances and they are working fine previously.
Francis Martens (Exalate) commented on 11 June 2021
Request types are specific to a service desk - you can’t have matching fields.
Check the content of replica.customFields.“Customer Request Type”?.value by using something like
