# How to synchronize Jira custom field value to Additional comments (Visible to Customer) section in Servicenow?

**URL:** <https://community.exalate.com/t/how-to-synchronize-jira-custom-field-value-to-additional-comments-visible-to-customer-section-in-servicenow/4638>\
**Category:** General Questions\
**Tags:** servicenow-jira, migrated\_question\
**Created:** [November 4, 2024, 7:12am UTC](https://community.exalate.com/t/how-to-synchronize-jira-custom-field-value-to-additional-comments-visible-to-customer-section-in-servicenow/4638 "2024-11-04T07:12:15Z")\
**Posts on this page:** 2\
**Page:** 1

<div class="post-metadata">

**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, 7:12am UTC](https://community.exalate.com/t/how-to-synchronize-jira-custom-field-value-to-additional-comments-visible-to-customer-section-in-servicenow/4638/1 "2024-11-04T07:12:15Z")

</div>

_Originally asked by Anshuman Bakshi on 11 March 2021 [(original question)](https://oldcommunity.exalate.com/questions/25069659)_

* * *

Hi,

We are trying to synchronize value of Jira custom field “SNOW Comments” to “Additional comments (Visible to Customer)” in servicenow and the rules are configured as below:

Outgoing Rule Jira Side:

replica.customFields.“SNOW Comments” = issue.customFields.“SNOW Comments”

Incoming Rules SNOW Side:

incident.comments += replica.customFields.“SNOW Comments”

We are getting below Error:

### Error Detail Message:

Unexpected error occurred. One or more comments in ‘hubIssue.getComments’ is not of type IHubComment but `com.exalate.basic.domain.hubobject.v1.BasicHubCustomField` [Generate an exalate support.zip file](https://docs.idalko.com/exalate/x/vQKOAQ) and contact support.

### Error Stack Trace

com.exalate.api.exception.bug.hubobjects.UnsupportedHubObjectsVersionBugException: Unexpected error occurred. One or more comments in ‘hubIssue.getComments’ is not of type IHubComment but `com.exalate.basic.domain.hubobject.v1.BasicHubCustomField` [Generate an exalate support.zip file](https://docs.idalko.com/exalate/x/vQKOAQ) and contact support. at com.exalate.error.services.BugExceptionCategoryService.generateUnsupportedHubObjectsVersionBugException(BugExceptionCategoryService.scala:32) at com.exalate.hubobject.HubObjectValidator.checkCollectionConsistency(HubObjectValidator.java:115) at com.exalate.hubobject.HubObjectValidator.checkDataStructuresConsistency(HubObjectValidator.java:70) at com.exalate.hubobject.HubObjectValidator.validateIssueReplica(HubObjectValidator.java:54) at com.exalate.replication.services.processor.ChangeIssueProcessor.updateIssue(ChangeIssueProcessor.scala:147) at com.exalate.replication.services.processor.ChangeIssueProcessor.$anonfun$executeScriptRules$4(ChangeIssueProcessor.scala:133) at scala.concurrent.Future.$anonfun$flatMap$1(Future.scala:307) at scala.concurrent.impl.Promise.$anonfun$transformWith$1(Promise.scala:41) at scala.concurrent.impl.CallbackRunnable.run(Promise.scala:64) at akka.dispatch.BatchingExecutor$AbstractBatch.processBatch(BatchingExecutor.scala:56) at akka.dispatch.BatchingExecutor$BlockableBatch.$anonfun$run$1(BatchingExecutor.scala:93) at scala.runtime.java8.JFunction0$mcV$sp.apply(JFunction0$mcV$sp.java:23) at scala.concurrent.BlockContext$.withBlockContext(BlockContext.scala:85) at akka.dispatch.BatchingExecutor$BlockableBatch.run(BatchingExecutor.scala:93) at akka.dispatch.TaskInvocation.run(AbstractDispatcher.scala:48) at akka.dispatch.ForkJoinExecutorConfigurator$AkkaForkJoinTask.exec(ForkJoinExecutorConfigurator.scala:48) at java.util.concurrent.ForkJoinTask.doExec(ForkJoinTask.java:289) at java.util.concurrent.ForkJoinPool$WorkQueue.runTask(ForkJoinPool.java:1056) at java.util.concurrent.ForkJoinPool.runWorker(ForkJoinPool.java:1692) at java.util.concurrent.ForkJoinWorkerThread.run(ForkJoinWorkerThread.java:157)

* * *

---

<div class="post-metadata">

**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, 7:12am UTC](https://community.exalate.com/t/how-to-synchronize-jira-custom-field-value-to-additional-comments-visible-to-customer-section-in-servicenow/4638/2 "2024-11-04T07:12:16Z")

</div>

_Answer by Francis Martens (Exalate) on 11 March 2021_

Anshuman Bakshi

The error detail provides

_Unexpected error occurred. One or more comments in ‘hubIssue.getComments’ is not of type IHubComment but `com.exalate.basic.domain.hubobject.v1.BasicHubCustomField`_

This means that the object you try to add is not of type comment.

The [commentHelper.addComment](https://docs.idalko.com/exalate/x/iQBf) should be used instead

* * *