# How to Sync "Customer Request Type"
**URL:** https://community.exalate.com/t/how-to-sync-customer-request-type/4734
**Category:** General Questions
**Tags:** onpremise-jira, exalate, migrated\_question
**Created:** [November 4, 2024, 7:20am UTC](https://community.exalate.com/t/how-to-sync-customer-request-type/4734 "2024-11-04T07:20:02Z")
**Posts on this page:** 2
**Page:** 1
### Author:  [@xl8bot](https://community.exalate.com/u/xl8bot)
#### Post date: [November 4, 2024, 7:20am UTC](https://community.exalate.com/t/how-to-sync-customer-request-type/4734/1 "2024-11-04T07:20:03Z")
_Originally asked by Shiva on 11 June 2021 [(original question)](https://oldcommunity.exalate.com/questions/30048433)_
* * *
Hi,
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.
Outgoing sync
replica.customFields.“Customer Request Type” = issue.customFields.“Customer Request Type”
Incoming sync (create processor)
issue.customFields.“Customer Request Type”.value = replica.customFields.“Customer Request Type”?.value
Can you please point me what I am doing wrong.
Thanks,
Shiva
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### Author:  [@xl8bot](https://community.exalate.com/u/xl8bot)
#### Post date: [November 4, 2024, 7:20am UTC](https://community.exalate.com/t/how-to-sync-customer-request-type/4734/2 "2024-11-04T07:20:04Z")
_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
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#### 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
>
> ```auto
> debug.error("Replica = ${replica.customFields.'Customer Request Type'?.value}")
>
> ```
>
> or inspect the remote replica …
> **Shiva commented on 14 June 2021**
>
> > I have tried the debug method and I got the error message like this,
>
> - **Error Detail Message:** javax.script.ScriptException: com.exalate.api.exception.IssueTrackerException: Replica = rs/2df7be82-7129-49fa-b864-ca3994d0b763
>
> It says sync rules error but I have added the script as mentioned above and also referred to this [https://docs.idalko.com/exalate/display/ED/Jira+on-premise%3A+How+to+sync+Customer+request+type+field+in+Jira+Service+Desk](https://docs.idalko.com/exalate/display/ED/Jira+on-premise%3A+How+to+sync+Customer+request+type+field+in+Jira+Service+Desk)
>
> and [customer request type sync](https://oldcommunity.exalate.com/display/exacom/questions/8552974/customer-request-type-sync)_(old community)_ but nothing is working.