Unable to sync the User picker field

General Questions
1

Hi team,

We are syncing tickets from JSM to Jira. When a ticket is created in JSM, a corresponding copy is created in our Jira Software project. The Owner/Engineer field (User picker field) in Jira Software is populated via automation, and this part is working as expected.

However, once the Owner/Engineer value is populated in Jira Software, it does not sync back to the JSM ticket. All other fields are syncing correctly; this is the only field that fails to sync.

Could you please advise why Exalate might not be able to sync this field?

I was wondering if the issue might be related to the field name. Could the “/” in Owner/Engineer be causing the problem? I did try using the custom field ID, but it still does not sync properly.

In the sandbox, the field is named Engineer and syncs correctly, which is why I am asking.

Please find the below script we are using, also got a confirmation from Exalate that the script is correct.

replica.customFields.“customfield_10071” = issue.customFields.“customfield_10071”

issue.customFields.“customfield_10071” = replica.customFields.“customfield_10071”

Also, tried with:

replica.customFields.“Project Manager” = issue.customFields.“Project Manager”

replica.customFields.“Owner/Engineer” = issue.customFields.“Owner/Engineer”

issue.customFields.“Project Manager” = replica.customFields.“Project Manager”

issue.customFields.“Owner/Engineer” = replica.customFields.“Owner/Engineer”

If similar problems have been encountered and found a solution, please share it.

Any insights would be greatly appreciated.

Regards,
Neha N Pai

2

Hi and welcome to the Exalate Community!

Thanks for sharing your question or insight, we appreciate your contribution.

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4

Hi @Neha ,

I have picked up this Community Post, and would be testing it out. I will update you by tomorrow or early next week.

Kind regards,

Ashar

5

Hi @Neha ,

I have tested the below script and it has worked for me.

Outgoing:

replica.customFields."10157" = issue.customFields."10157"

Incoming:

if (replica.customFields."10157"?.value?.email) {
    issue.customFields."10073".value = nodeHelper.getUserByEmail(
        replica.customFields."10157"?.value?.email
    )
}

Replace with the respective IDs of the custom fields you are syncing. This method ensures consistency and avoids issues related to field names with special characters or spaces.

Referring to your question,

The ‘/’ character in your custom field name, like “Owner/Engineer,” could indeed be a factor causing syncing issues, especially if it conflicts with any parsing or syntax within the scripts.

Kind regards,

Ashar