Outgoing sync
replica.key = issue.key
replica.type = issue.type
replica.assignee = issue.assignee
replica.reporter = issue.reporter
replica.summary = issue.summary
replica.description = issue.description
replica.labels = issue.labels
replica.comments = issue.comments.findAll { !it.internal }
...
Incoming sync
if(firstSync){
// If it's the first sync for an issue (local issue does not exist yet)
// Set project key from source issue, if not found set a default
issue.projectKey = "TGT"
// Set type name from source issue, if not found set a default
issue.typeName = "Incident"
}
issue.summary = replica.summary
issue.description = replica.description
issue.labels = replica.labels
issue.comments = commentHelper.mergeComments(issue, replica)
...
Rules are same for both instances.
Can you share your rule set?
Francis Martens (Exalate) Hi, do you have any updates?
To set the expectations - Community gets attention if time allows.
Is the outgoing sync you provided the one of Jira #1 or Jira #2?
Can you provide the incoming, outgoing sync of both ends and label it accordingly?
Jira #1 TGT https://cevalogistics.atlassian.net/
Outgoing sync
replica.key = issue.key
replica.type = issue.type
replica.assignee = issue.assignee
replica.reporter = issue.reporter
replica.summary = issue.summary
replica.description = issue.description
replica.labels = issue.labels
replica.comments = issue.comments.findAll { !it.internal }
replica.resolution = issue.resolution
replica.status = issue.status
replica.parentId = issue.parentId
replica.priority = issue.priority
replica.attachments = issue.attachments
replica.project = issue.project
//Comment these lines out if you are interested in sending the full list of versions and components of the source project.
replica.project.versions = []
replica.project.components = []
/*
Custom Fields
*/
...
Incoming sync
if(firstSync){
// If it's the first sync for an issue (local issue does not exist yet)
// Set project key from source issue, if not found set a default
issue.projectKey = "TGT"
// Set type name from source issue, if not found set a default
issue.typeName = "Incident"
}
issue.summary = replica.summary
issue.description = replica.description
issue.labels = replica.labels
issue.comments = commentHelper.mergeComments(issue, replica)
...
JIRA #2 IRL https://t9275.atlassian.net/
Outgoing sync
replica.key = issue.key
replica.type = issue.type
replica.assignee = issue.assignee
replica.reporter = issue.reporter
replica.summary = issue.summary
replica.description = issue.description
replica.labels = issue.labels
replica.comments = issue.comments.findAll { !it.internal }
replica.resolution = issue.resolution
replica.status = issue.status
replica.parentId = issue.parentId
replica.priority = issue.priority
replica.attachments = issue.attachments
replica.project = issue.project
//Comment these lines out if you are interested in sending the full list of versions and components of the source project.
replica.project.versions = []
replica.project.components = []
/*
Custom Fields
replica.customFields."CF Name" = issue.customFields."CF Name"
*/
Incoming sync
if(firstSync){
// If it's the first sync for an issue (local issue does not exist yet)
// Set project key from source issue, if not found set a default
issue.projectKey = "IRL"
// Set type name from source issue, if not found set a default
issue.typeName = "Incident"
issue.customFields."Request Type".value = "Operational Issue"
}
issue.summary = replica.summary
issue.description = replica.description
issue.labels = replica.labels
issue.comments = commentHelper.mergeComments(issue, replica)
issue.attachments = attachmentHelper.mergeAttachments(issue, replica)
...
Francis Martens (Exalate) updated outgoing/incoming sync rules for both instances.
Are both Jira Service Desk or is there a combination Jira Service Desk / Jira Software
They are both Jira service desk
Further trying to understand
So when an issue is created in #1 and exalated to #2, internal comments are not synced.
But when the issue is created in #2 and exalated to #1, internal comments from #1 are being synced
This is strange because it is using the same outgoing sync.
Is the customer request type set on issue #1 which has been exalated? Just a hunch
This is strange for me as well. Customer request type on both issues are set.
Can you check the incoming sync on #1.
if(firstSync){
// If it's the first sync for an issue (local issue does not exist yet)
// Set project key from source issue, if not found set a default
issue.projectKey = "TGT"
// Set type name from source issue, if not found set a default
issue.typeName = "Incident"
}
...
The 'request type' is not set (while it is on the incoming sync of #2)
You're correct. After changed the script to set Request Type it works properly. Thanks for your support Francis Martens (Exalate) !
Please mark the answer correct 
It is helpful for other exalate users.
Could someone tell me how you would differentiate between the incoming sync and outgoing sync script? Where would you place them? When I go to Exalate→Connections, the script is the same for both the incoming and outgoing.
Hi David Loszewski
Good question - assuming you have a scripted connection, you can distinguish
If your view is different - can you post a screenshot.
Also, if you are in doubt how Exalate works - check the explainer video
Hi,
I have two instances which sync issues between, the connection is triggered by workflow post-function.
Let's say instance #1, and instance #2.
The rules are same for both, we dont want to sync internal comments, only external comments.
When issue created from #1 and sync to #2, everything is working properly.
When issue created from #2 and sync to #1, internal comments from #2 are not synced to #1 which is correct, but internal comments from #1 are still synced to #2 which is not correct.
Please advise how to solve this issue.
Regards,
Kiet