Problem syncing Customer Request Type, Tempo Worklogs and Tempo Account from jira server to jira cloud

General Questions
1

Hello all,

We are facing an issue while trying to sync a JSM project from our Jira Data Center (on-prem) to Jira Cloud as part of a migration process. The problem concerns three specific fields:

-Customer Request Type
-Tempo Worklogs
-Tempo Account

So far, the only thing we’ve managed to achieve is setting the Request Type on an issue at the time of creation. However, any changes made to that field afterwards are not reflected on the Cloud side. We found this post on the Exalate community ( Help to Sync Jira Service Desk "request type" from Cloud Jira Service Management to Onpremise ), which states that unfortunately the Request Type cannot be synced on update.

We’re experiencing the same behavior with Tempo Account and Worklogs. For example, I tried the solution mentioned here ( How to sync custom field Account (from Tempo) in JIRA Cloud - #2 by xl8bot ), but it didn’t work even for the on create issue event.

Does anyone faced the same problem and come up with a solution directly from exalate’s script, instead of using a another app (e..g jira automation) to tackle this?

Thanx!

2

You’ve run into some known limitations and nuances when syncing these fields between Jira Data Center (on-prem) and Jira Cloud with Exalate:

  1. Customer Request Type:

    • As you’ve noticed, the Customer Request Type can only be set at issue creation. Updates to this field after creation are not synced to the Cloud side. This is a documented limitation and currently, there isn’t a script-based workaround to sync updates to this field after the issue is created.

  2. Tempo Worklogs:

    • Exalate supports syncing Tempo worklogs, but only for worklog creation events. Updates or deletions to worklogs are not synchronized.
    • For Jira Server, Tempo worklogs are stored in the default Jira worklog fields, so you can use standard worklog sync scripts.
    • For Jira Cloud, syncing relies on user mapping, and there are additional limitations due to Atlassian’s privacy settings (e.g., email visibility).
    • Example for syncing worklogs from Server to Cloud:
      // Outgoing sync (Server)
replica.workLogs = issue.workLogs

// Incoming sync (Cloud)
issue.workLogs = workLogHelper.mergeWorkLogs(issue, replica)
    • More details: How to Sync Worklogs in Jira Cloud and Syncing Tempo Worklogs using External Scripts in Jira Server

  3. Tempo Account:

    • Syncing the Tempo Account field can be tricky, especially on Jira Cloud, as it’s a custom field and may require additional scripting.
    • If the solution from the community post didn’t work, it’s likely due to API or field mapping limitations on the Cloud side.

In summary, for all three fields, there are platform and API limitations that prevent full two-way sync, especially for updates after creation. Script-based workarounds are limited by what the Jira and Tempo APIs allow, and Exalate cannot bypass these restrictions.

If you need more granular sync (like updates to Customer Request Type or Tempo fields), using Jira automation or other apps in combination with Exalate is currently the only way to fill those gaps.

Let me know if you need example scripts for any of the above!

4

Hi @alexkoxaras

May I know if you checked the AIDA’s response and was it helpful?

5

Hi @alexkoxaras

May I know if the shared information was helpful or you have any follow up questions?

6

Hello Jillani,

Sorry for the late reply. Yes AIDA helped. It didn’t solved my problem, but at least I didn’t put extra effort in trying meeting my requirements.

7

Hi @alexkoxaras

Just confirming that with AIDA’s help, the problem related to syncing of Customer Request Type, Tempo Worklogs and Tempo Account from jira server to jira cloud was addressed, correct?

8

Yes, AIDA addressed my problem

9

Hi @alexkoxaras

Sounds great and glad to learn that the AIDA was able to address the problem. Just one more thing, I would like to request is to share the code snippet here (for the above mentioned scenario), if possible so that other people can also take benefit of it, which is the core idea of having a Community Portal.

Thank you for understanding and cooperation. :slight_smile:

10

Jillani, there is no code :slight_smile:

Only what AIDA provided. There wasn’t a way to fully implement what I wanted to achieve due to constraints from Jira (refer to AIDA answers). So I didn’t bother searhing anymore, since there isn’t a solution to my problem :slight_smile:

11

Ahh, I see - You are referring to that part of AIDA’s response:

  1. Tempo Account:

    • Syncing the Tempo Account field can be tricky, especially on Jira Cloud, as it’s a custom field and may require additional scripting.

    • If the solution from the community post didn’t work, it’s likely due to API or field mapping limitations on the Cloud side.

In summary, for all three fields, there are platform and API limitations that prevent full two-way sync, especially for updates after creation. Script-based workarounds are limited by what the Jira and Tempo APIs allow, and Exalate cannot bypass these restrictions.

Thank you very much for sharing/elaborating the scenario and glad to learn that AIDA shared the relevant information.

Feel free to open a new post in regards to scripting/configuration, as we are always here to help.

Have a great rest of the day :slight_smile: