Hi Leon P,
You should be able to sync the Request Type at issue create time for sure, and this will solve the internal comments issue. However, subsequent updates to the Request Type field will not update on the destination side. Please check my detailed explanation on the subject in this post:
Help to Sync Jira Service Desk "request type" from Cloud Jira Service Management to Onpremise
The advice here would be to ensure that the Request Type field is always populated when the issue is Exalated to the other side. If this is not possible (due to triggers working before you can populate it), then you need to have a Jira Automation in place which ensures that the Request Type field is populated as soon as the issue is created. If this is done and the trigger exalates the issue, the other side will have the Request Type populated and hopefully resolve the internal comments issue.
Please let me know if you have any further questions on this one.
Thanks
Majid
Hi,
I'm working on a Jira Service Management (desk) to Jira Service Management connection and having trouble with the request type not being synced in either direction.
I have follow the instructions here with no success: https://docs.idalko.com/exalate/display/ED/Jira+Cloud%3A+How+to+sync+Customer+request+type+field+in+Jira+Service+Desk
I have tried the suggestion by Matt Baker here with no success: Help to Sync Jira Service Desk "request type" from Cloud Jira Service Management to Onpremise
The issues syncs fine, albeit without request type, until someone adds an internal comment - which fails because the request type is not set.
Running out of ideas... help?
Thanks!