Originally asked by Jacob Pines on 22 February 2022 (original question)
Hi,
Summary of issue we are having:
The staff in the remote location we are connected to via Exalate are opening calls that sync to us in the same way all the time.
However, when these are created on our end some show they “raised this request via API” and others “raised this request via Jira”.
We have no idea why these are created differently.
More detailed scenario:
There are 4 types of Calls that exist on Jira. We can see all 4 when searching using the “Request-Channel-Type” field: api, portal, jira, email.
When the remote Exalate location logs call that sync to us, they do this in the same way all the time (we confirmed with them).
However, we noticed that sometimes calls that sync to us show that they were logged via API and other times via jira.
The ones that are via API are created with a value in “Request Type” field, which is a field used for Portal only. The value is always the same one, meaning it gets a default value from some place.
The field does not exist in the Exalate Incoming Sync script
Also, on these same calls, one of the field is moved from the right side (Details frame) to below the Description field.
We want to know how we can make all calls that are created via Exalate be “jira” instead of “api”.
If this is not possible, then what can be done to not have a value in “Request Type” field, and make fields show in Details and not below Description.
Any ideas?
Let me know if you need anything else.
Thanks
Comments:
Serhiy Onyshchenko commented on 10 March 2022
Hello, Jacob Pines
Indeed, the channel is inferred by Atlassian API. I believe, there was a property in place to control for that.
Please expect an update shortly (within the following 2h) with a confirmation.
Regards, Serhiy.
Serhiy Onyshchenko commented on 11 March 2022
My apologies for the delay.
Here’s what I’d found in our internal docs (to be published if this confirms to work)
Please add the following to the if(firstSync) block:
serviceDeskHelper.setRequestChannelType(issue, "jira")
Let me know if this helps
Regards, Serhiy.