# We receive the information from Jira but the case is not updated **URL:** \ **Category:** General Questions\ **Created:** [June 24, 2026, 11:57am UTC](https://community.exalate.com/t/we-receive-the-information-from-jira-but-the-case-is-not-updated/8172 "2026-06-24T11:57:35Z")\ **Posts on this page:** 5\ **Page:** 1
**Author:** ![juan.adrada](https://avatars.discourse-cdn.com/v4/letter/j/3da27b/32.png) [@juan.adrada](https://community.exalate.com/u/juan.adrada)\ **Post date:** [June 24, 2026, 11:57am UTC](https://community.exalate.com/t/we-receive-the-information-from-jira-but-the-case-is-not-updated/8172/1 "2026-06-24T11:57:35Z")
Hi, we are sending the URL from Jira to Salesforce and assign the field like this in the incoming sync: if(firstSync){ entity.entityType = “Case” } if(entity.entityType == “Case”){ ``` // Debug: Log the value of ticketurl from the incoming replica def previousValue = entity.Ticket_Jira__c ``` entity.Ticket\_Jira\_\_c.value = replica.ticketurl ``` // Add a sync log entry if Ticket_Jira__c is not updated if(previousValue == entity.Ticket_Jira__c) { debug.error("Ticket_Jira__c was not updated. Current value: " + String.valueOf(entity.Ticket_Jira__c) + ", Incoming value: " + String.valueOf(replica.ticketurl)) } ``` } But the field is not updated in Salesforce This is the outgoing from Jira: replica.ticketurl = “[https://pluxee.atlassian.net/browse/](https://pluxee.atlassian.net/browse/)” + issue.key Can you check why the field is not updated? Thanks! Juan ---
**Author:** ![Aida](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/aida/32/580_2.png) [@Aida](https://community.exalate.com/u/Aida)\ **Post date:** [June 24, 2026, 11:57am UTC](https://community.exalate.com/t/we-receive-the-information-from-jira-but-the-case-is-not-updated/8172/2 "2026-06-24T11:57:45Z")
It looks like you’re trying to sync the Jira issue URL to a custom Salesforce field (Ticket\_Jira\_\_c), but the field isn’t updating as expected. Here are a few things to check based on your setup: 1. Field Mapping and Permissions Make sure that the Ticket\_Jira\_\_c field exists on the Salesforce Case object and that the Exalate integration user has permission to update it. If the field is read-only or missing, updates won’t go through. 2. Script Logic Your script assigns the value like this: ```groovy entity.Ticket_Jira__c.value = replica.ticketurl ``` For Salesforce, you should assign the value directly without the .value property: ```groovy entity.Ticket_Jira__c = replica.ticketurl ``` The .value property is not required for Salesforce fields—using it may prevent the update. 1. Outgoing Sync Your outgoing sync from Jira looks correct: ```groovy replica.ticketurl = "https://pluxee.atlassian.net/browse/" + issue.key ``` Just ensure that issue.key is always populated. 1. Debugging If you want to log the previous and new values, you can do: ```groovy def previousValue = entity.Ticket_Jira__c entity.Ticket_Jira__c = replica.ticketurl if(previousValue == entity.Ticket_Jira__c) { debug.error("Ticket_Jira__c was not updated. Current value: " + String.valueOf(entity.Ticket_Jira__c) + ", Incoming value: " + String.valueOf(replica.ticketurl)) } ``` But remember, if the incoming value is the same as the current value, Salesforce won’t register it as an update. 1. Case EntityType Your entityType assignment is fine, but make sure the sync is actually running for Case objects. 2. Check Sync Logs Review the sync logs in Exalate for any errors related to field updates or permissions. This can provide more details if something is failing silently. For more details, you can refer to the documentation on [mapping Salesforce fields in the sync script](https://docs.exalate.com/docs/salesforce-field-mapping-in-the-script). Try updating your incoming sync script to assign the field directly, and double-check field permissions. That should resolve the issue! ---
**Author:** ![Javier](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/javier/32/338_2.png) [@Javier](https://community.exalate.com/u/Javier)\ **Post date:** [June 24, 2026, 7:22pm UTC](https://community.exalate.com/t/we-receive-the-information-from-jira-but-the-case-is-not-updated/8172/3 "2026-06-24T19:22:37Z")
Hi @juan.adrada, Aida answer’s above seems to be the correct aproach. The value should be assigned directly without using `.value` ```javascript entity.Ticket_Jira__c = replica.ticketurl ``` Please try Aida’s suggestion and let us know the results. Thanks! ---
**Author:** ![juan.adrada](https://avatars.discourse-cdn.com/v4/letter/j/3da27b/32.png) [@juan.adrada](https://community.exalate.com/u/juan.adrada)\ **Post date:** [June 26, 2026, 7:31am UTC](https://community.exalate.com/t/we-receive-the-information-from-jira-but-the-case-is-not-updated/8172/4 "2026-06-26T07:31:39Z")
Thanks, unfortunately we tried several ways and it doesn’t update the field. Checking the points: 1. Yes, the mapping and the field permissions are well set 2. we tried with that as well, no changes in the field. 3. ok, it is 4. debugging: the information comes in the fields but the update is not done. 5. yes, it is a case 6. And there are not errors in the sync logs. As you can see, we have testes many ways without success. I don’t know if there are any other possibilites. Thanks, for your help! ---
**Author:** ![Javier](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/javier/32/338_2.png) [@Javier](https://community.exalate.com/u/Javier)\ **Post date:** [July 3, 2026, 9:42pm UTC](https://community.exalate.com/t/we-receive-the-information-from-jira-but-the-case-is-not-updated/8172/5 "2026-07-03T21:42:59Z")
Hi @juan.adrada, I sent you my Calendly link via DM. Feel free to schedule a quick call at a time that works for you, and we can tackle this issue together in a live session.