Zendesk-Jira Comments are only replicating one way

[xl8bot]

Originally asked by Michael on 02 September 2021 (original question)

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I am using Exalate for sync between Zendesk and Jira; with a custom script as a rule.

Using Custom Script:
in the script I have:

replica.comments = Zendesk3.issue.comments
Jira.issue.comments = commentHelper.mergeComments(Jira.issue, replica, {
  comment ->
    comment
}
)

replica.comments = Jira.issue.comments
Zendesk3.issue.comments = commentHelper.mergeComments(Zendesk3.issue, replica, {
  comment ->
    comment.internal = true
    comment
}
)

As per the second block, all comments made in Jira are replicating to Zendesk and are marked as “internal” Excellent!

However, the first block seems to do nothing. Comments are not syncing from Zendesk to Jira.

Additionally, if I remove the first block, and configure a visual rule to sync comments one way from Zendesk to Jira, they do not sync.

Using Visual Rule
The comments are present in the Zendesk replica data, but not in the Jira replica data; and the sync status says it is synchronized.

(This comment is not present in the Jira replica data)

Can anyone offer any advice on what I might be missing/doing wrong?

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[xl8bot]

Answer by Michael on 10 September 2021

The problem was that the Zendesk Webhook and Trigger were improperly configured:
https://docs.idalko.com/exalate/x/jgTHAw

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