# Synchronization of internal and external comments **URL:** \ **Category:** General Questions\ **Tags:** zendesk, servicenow-jira, zendesk-jira, migrated\_question\ **Created:** [November 4, 2024, 7:38am UTC](https://community.exalate.com/t/synchronization-of-internal-and-external-comments/5026 "2024-11-04T07:38:54Z")\ **Posts on this page:** 2\ **Page:** 1
**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, 7:38am UTC](https://community.exalate.com/t/synchronization-of-internal-and-external-comments/5026/1 "2024-11-04T07:38:55Z")
_Originally asked by Fran Sánchez on 27 January 2022 [(original question)](https://oldcommunity.exalate.com/questions/42831616)_ * * * How can I synchronize from Jira Service to Zendesk an internal comment as an internal comment, and a public comment as a public comment? So far the only thing I know how to do is to pass all public and private comments from Jira as internal to Zendesk. How do I make that difference? Thanks! * * * ---
**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, 7:38am UTC](https://community.exalate.com/t/synchronization-of-internal-and-external-comments/5026/2 "2024-11-04T07:38:56Z")
_Answer by Francis Martens (Exalate) on 27 January 2022_ Hi Fran Sánchez Checkout the [How to manage comment visibility](https://docs.idalko.com/exalate/x/QQBL) document Just set the comment.internal to true or false. (this is for scripted connections) * * * #### Comments: > **Fran Sánchez commented on 27 January 2022** > > > Thank you very much for your reply. > > Yes, I checked it, but I don’t see how to make the comparison to determine if what I get is an internal or external comment and then apply true or false to the attribute. > > I have tried several things, but it does not work: > > ```auto > issue.comments = commentHelper.mergeComments(issue, replica, { > comment -> > if (replica.internal) { > comment.internal = true > }else{ > comment.internal = false > } > comment > } > ) > > ``` > > Where is the error? > > Best regards > **Fran Sánchez commented on 27 January 2022** > > > any idea Francis Martens (Exalate)?? thanks for the help!! > **Francis Martens (Exalate) commented on 27 January 2022** > > > It is always handy to know what the cause of the problem is. > > What you need to know is what the value of replica.internal is. > > One way of doing so is to add in your code a debug statement which will raise an error showing the information you need to know > > ```auto > issue.comments = commentHelper.mergeComments(issue, replica, { > comment -> > > debug.error("The value of replica.internal is ${replica.internal}") > if (replica.internal) { > comment.internal = true > }else{ > comment.internal = false > } > comment > } > ) > > ``` > > And then trigger an incoming sync. And review the output of the debug statement … > > I guess that replica.internal doesn’t exist. > **Fran Sánchez commented on 27 January 2022** > > > Thank you very much for your response. I was unaware of the debugging option. It is perfect. > > Once tested I confirm that indeed replica.internal is null. However I have debugged the replica.comments of the Jira outgoint sync and despite having public and private comments I see that everything comes out as public. So it is logical that Zendesk cannot differentiate between private and public. > > Why is this? I attach the image in which you can see that I have in Jira public and private comments, the image of the lines that I am debugging and part of the debug result where you can see that all comments: @internal= `false`. > > Outgoing sync in Jira: > > ```auto > replica.comments = issue.comments > debug.error("The value of comments is ${replica.comments}") > > ``` > > Comments private and public in Jira: > > ![](https://dub1.discourse-cdn.com/flex018/download/attachments/42831616/image2022-1-27_16-9-55.png?version=1&modificationDate=1643296195799&api=v2) > > Result of the debug: > > ```auto > BasicHubComment{@body=`new12`, @id=`10229`, @remoteId=`null`, @author=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @created=`Thu Jan 27 08:56:21 UTC 2022`, @updateAuthor=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @updated=`Thu Jan 27 08:56:21 UTC 2022`, @group=`null`, @role=`null`, @internal= `false`, @executor= `null`}, BasicHubComment{@body=`newpublica`, @id=`10230`, @remoteId=`null`, @author=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @created=`Thu Jan 27 09:02:45 UTC 2022`, @updateAuthor=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @updated=`Thu Jan 27 09:02:45 UTC 2022`, @group=`null`, @role=`null`, @internal= `false`, @executor= `null`}, BasicHubComment{@body=`new interna`, @id=`10231`, @remoteId=`null`, @author=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @created=`Thu Jan 27 09:02:50 UTC 2022`, @updateAuthor=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @updated=`Thu Jan 27 09:02:50 UTC 2022`, @group=`null`, @role=`null`, @internal= `false`, @executor= `null`}, BasicHubComment{@body=`responder al cliente`, @id=`10232`, @remoteId=`null`, @author=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @created=`Thu Jan 27 14:51:10 UTC 2022`, @updateAuthor=`{ @key : 70121:9c815981-e9a2-45bd-af56-2d60fee20b8a}`, @updated=`Thu Jan 27 14:51:10 UTC 2022`, @group=`null`, @role=`null`, @internal= `false`, @executor= `null`} > > ``` > **Francis Martens (Exalate) commented on 27 January 2022** > > > The rest api of Jira reports all comments as public whenever the request type is not set … > > Is the request type set on the JIra side? > **Fran Sánchez commented on 27 January 2022** > > > ![](https://dub1.discourse-cdn.com/flex018/download/attachments/42831616/image2022-1-27_17-30-20.png?version=1&modificationDate=1643301021224&api=v2) > > I thi think so, it’s the green icon next to the ticket ID, isn’t it? or am I wrong? > **Fran Sánchez commented on 27 January 2022** > > > I think I have found the solution here. I will try it and confirm: > > [https://community.atlassian.com/t5/Jira-Service-Management/Service-Desk-Request-Type-always-blank-when-issue-created-by/qaq-p/911928](https://community.atlassian.com/t5/Jira-Service-Management/Service-Desk-Request-Type-always-blank-when-issue-created-by/qaq-p/911928) > > [https://confluence.atlassian.com/jirakb/customer-request-type-displays-no-match-in-jira-859463969.html](https://confluence.atlassian.com/jirakb/customer-request-type-displays-no-match-in-jira-859463969.html) > **Francis Martens (Exalate) commented on 28 January 2022** > > > This is an example of a request type set > > on Jira Server > > ![](https://dub1.discourse-cdn.com/flex018/download/attachments/42831616/image2022-1-28_7-17-22.png?version=1&modificationDate=1643350642658&api=v2) > > On Jira cloud > > ![](https://dub1.discourse-cdn.com/flex018/download/attachments/42831616/image2022-1-28_7-18-29.png?version=1&modificationDate=1643350709491&api=v2) > > Can you check and confirm > **Fran Sánchez commented on 01 February 2022** > > > Hello, that was the problem. Once I assigned a request type to the tickets I have already been able to differentiate between public and internal comments later in Zendesk for what I needed. thank you very much for the help provided!