Hi,
We tried moving Exalate sync to production environment yesterday and had some issues with the trigger. Please see details below:
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The XL8 trigger with the following JQL fails:
project = “IT Service Management” and type in (“[System] Incident”, “[System] Service request”)
Workaround is to use IDs for issue type:
project = “IT Service Management” and type = “10003” or type = “10001”
The trigger that fails does not trigger on [System] Service request, but works fine for [System] Incident. If we look in “bulk exalate” for the trigger, the trigger will pick up the service request (we see the number increase), but the trigger somehow does not work (it does not trigger at all).
The JQL works fine in JSM, so this points to an issue within Exalate’s environment.
Possible root causes
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The project “(lab)IT Service Management” was previously named “IT Service Management”. We created “IT Service Management” after renaming the old “IT Service Management” to “(lab)IT Service Management”. We have used Exalate in this space/project before for testing purposes. Both of these JSM spaces has the issue types [System] Service request and [System] Incident. Perhaps there are som cashing issues in the Exalate environment?
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[System] Service request and [System] Incident exists with the same names in two different JSM spaces, perhaps Exalate have issues diffirentianting between them, even though we specify which project/space we are looking to sync in the JQL?
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Two issues that were synced with Exalate, presumably before the renaming of the old project, was deleted, but they are still stuck in the sync que. These have been deleted on both sides of the connection, but remain in the sync que with sync type “Cleanup” and status “Waiting for response” (on both sides). Perhaps there are some metdata connected to these tickets that are causing the trigger issue? It is unclear why they remain in the sync que, but it may be because it had some sync issues that were stuck in the que when the issues were deleted.
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Is this something that can be resolved, or do we need to use the workaround? We prefer using the original JQL as it is easier to manage, and it seems to be an issue that resides in Exalates environment.
Also, how can we clear the deleted issues from the sync que? We have tried to use the clean up tool on the connection, but the issues remain in que. Should we delete the connection to resolve this, or is this something you need to resolve in Exalate’s environment?
Best regards
Stian