Sync exalate request type from jira server to cloud

[Alex Koxaras -Relational-]

Hello all,

We are facing an issue while trying to sync a JSM project from our Jira Data Center (on-prem) to Jira Cloud as part of a migration process. The problem concerns three specific fields:

-Customer Request Type
-Tempo Worklogs
-Tempo Account

So far, the only thing we’ve managed to achieve is setting the Request Type on an issue at the time of creation. However, any changes made to that field afterwards are not reflected on the Cloud side. We found this post on the Exalate community (https://community.exalate.com/t/help-to-sync-jira-service-desk-request-type-from-cloud-jira-service-management-to-onpremise/5085), which states that unfortunately the Request Type cannot be synced on update.

We’re experiencing the same behavior with Tempo Account and Worklogs. For example, I tried the solution mentioned here (https://community.exalate.com/t/how-to-sync-custom-field-account-from-tempo-in-jira-cloud/5608/2), but it didn’t work even for the on create issue event.

Does anyone faced the same problem and come up with a solution directly from exalate's script, instead of using a another app (e..g jira automation) to tackle this?

Thanx!

[Mathieu Lepoutre]

Dear Alex

I work for Exalate.

The Customer Request Type is a JSM managed field. Due to API restrictions from Atlassian, it can only be set reliably at issue creation, updates after that aren’t exposed for synchronization by any app, not just Exalate unfortunately.

For Tempo Worklogs, can you please check if the token has valid API credentials? Does it give any error in the Exalate console? 

Thank you.

Kind regards,

Mathieu Lepoutre