2 answers

1.  

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   • Mikael Bohlin
   • Dec 01, 2020

   Hi,

   
   

   so the steps to set it up is:

   
   

   1. Add this to the incomming sync on JIRA side: 

      if (firstSync) {
         syncHelper.syncBackAfterProcessing()
      }
      
      
      2. Add the custom field Sync Date of type Date
      3. Add the follwoing to our incomming sync ?

      if (issue.customFields."Sync Date" == null) {
         issue.customFields."Sync Date".value = new Date()
      }
      
      Step 3, would that not just update first sync date ?
      Regards
      Mikael B

   •  Comment

   1. Francis Martens (Exalate)

      • Dec 01, 2020

      How do you mean
      >  Step 3, would that not just update first sync date ?
      
      

      
      

      
      What will happen.

      
      

      • A ticket gets exalated towards Jira.
      • Jira returns the confirmation with the syncBack
      • The zendesk updates the local custom field with the current date
        
        
        

      
      

      The custom field will contain the date that the sync has been confirmed

      
      

      
      

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2.  

   1

   0

   -1

   • Francis Martens (Exalate)
   • Nov 24, 2020

   Hi Mikael Bohlin

   
   

   • Is this a sync zendesk to jira, and in what direction does the comment needs to flow
   • Does the comment body needs to be annotated on the outgoing side or the incoming side
   • What date/time are you alluding to
     
     
     
     

   Francis

   •  Comment

   1. Mikael Bohlin

      • Nov 24, 2020

      Hi,

      
      

      outgoing sync from Zendesk to JIRA. We would like it to be added as an internal comment in Zendesk only.

   2. Mikael Bohlin

      • Nov 24, 2020

      Hi,

      
      

      date and time should be the date and time when the outgoing sync is started.

      
      

      Regards

      
      

      Mikael B

   3. Francis Martens (Exalate)

      • Nov 24, 2020

      > outgoing sync from Zendesk to JIRA. We would like it to be added as an internal comment in Zendesk only.
      
      So - JIra comments need to be added as internal comment to zendesk
      
      
      > date and time should be the date and time when the outgoing sync is started.
      Would the date and time of when the comment was added to the Jira be ok?

   4. Mikael Bohlin

      • Nov 24, 2020

      Hi,

      
      

      if the comment and date is the date when it was synced with JIRA. This is for getting a timestamp in Zendesk to be able to track when the sync is initiated.

      
      

      
      

   5. Francis Martens (Exalate)

      • Nov 24, 2020

      Regarding the time when the sync is initiated ...
      
      Add following to the replica
      
      

      Outgoing

      replica.customKeys."Sync date" = new Date()

      
      
      This then can be used in the incoming to update a date (or add to the comment)
      
      

      Incoming

      // add a custom field of type date
      issue.customFields."Sync Date".value = replica.customKeys."Sync date"

   6. Mikael Bohlin

      • Nov 25, 2020

      Hi,

      
      

      i just want to add an internal comment in (In Zendesk) to the ticket that is synced . The comment should contain:

      
      

      Ticket sync initiatet: "Date and Time"

      
      

      OK?

      
      

      Regards

      Mikael

   7. Mikael Bohlin

      • Nov 25, 2020

      Hi,

      
      

      can i write something like this in the outgoing syncrule:

      
      

      issue.addedComments = replica.addedComments.collect{ c →

      def Syncdate = newDate()
      c.body = "Synk started:"+Syncdate
      c
      }
      issue.comments = commentHelper.mergeComments(issue, replica, {it.internal = true})

   8. Mikael Bohlin

      • Nov 27, 2020

      Hi,

      
      

      can i do like this ?: Will this work ?

      
      

      1) Create a custom field in Zendesk "Sync Date"

      2) Add the following to the outgoing sync script: 

      issue.customFields."Sync Date".value= newDate()

   9. Francis Martens (Exalate)

      • Nov 27, 2020

      Hi Mikael Bohlin
      
      You can't set the issue/ticket on the outgoing sync because this could create loops.
      What you can do is to add a syncBackAfterprocessing in the incoming sync on Jira.
      
      So
      
      

      Incoming Sync - Jira

      if (firstSync) {
         syncHelper.syncBackAfterProcessing()
      }

      
      
      

      on Zendesk, incoming sync, assume there is a custom field - Sync Date
      
      

      Incoming Sync - Zendesk - Untested

      if (issue.customFields."Sync Date" == null) {
         issue.customFields."Sync Date".value = new Date()
      }

      
      
      Hope this helps
      
      

   10. Mikael Bohlin

       • Dec 01, 2020

       Will this work for multiple updates ? That is if a ticket is synced serveral times ?

   11. Francis Martens (Exalate)

       • Dec 01, 2020

       Yes, that is why there is the if statement.
       Once that it has been updated, it will remain.
       
       If you would like to have the sync date updated each time that the sync happened, just remove the if statement

   12. Mikael Bohlin

       • Dec 02, 2020

       Ok,

       
       

       but we want to use this for monitoring the last sync date. I guess we can remove the "first sync condition ?

   13. Francis Martens (Exalate)

       • Dec 04, 2020

       Yes - I assumed the requirement was 'first sync'

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