Questions

I have a Jira Service Manager project (MJ) linked to sync issues to a normal Jira project (CARS). I am trying to sync and display the value of the Customer Request Type field in the normal project. I can sync the values, but the value in the normal project is displayed as blank.

If I search for issues where Customer Request Type is populated I can see that the value is getting synced. In this example MJ-213 is created in the JSM project and exalated to create the issue CARS-2428:

project in (MJ, CAPPS) AND "Customer Request Type" is not EMPTY ORDER BY created DESC

Result:

Key	Summary	Customer Request Type	Notes:
CARS-2428	Nov 16 1247 New Confluence account to CARS		Linked to MJ-213
MJ-213	Nov 16 1247 New Confluence account to CARS	Request a new account	Linked to CARS-2428

I checked the screens and the field configurations, and the Customer Request Type is available to both. When I do a "Where is my field?" on CARS-2428 post-sync, Jira reports that the field is available and populated.

The Jira version is 8.20 Datacenter (on-prem), JSM is v4.20, and Exalate is v5.3.9-j8 (latest).

I don't see anything in the logs to indicate an error.

Is it just that since Customer Request Type is a Jira Service Manager field the value won't appear in a normal Jira project?

// Sync custom field "Customer Request Type"
// Two-way sync
// Note: executionInstanceName is where the data will be synced TO
// Note: the value of "Customer Request Type" will not display in the linked Jira issue despite it being available and populated.
// Customer Request Type may be referred to as "Request Type" depending on the JSM version. Grrr..

log.debug("Syncing Customer Request Type")
sourceProject = MJ
destinationProject = CARS
if (sourceProject.issue.customFields."Customer Request Type") {
    log.debug("sourceProject.customFields.Customer Request Type is populated / accessible")
    log.debug("sourceProject.issue.customFields.Customer Request Type: " + sourceProject.issue.customFields."Customer Request Type".value)
}
else {
     log.debug("sourceProject.customFields.Customer Request Type is not populated or is not accessible")
}

if (executionInstanceName == "MJ") { // CARS -> MJ
    log.debug("Syncing from CARS to MJ because executionInstanceName = " + executionInstanceName)
    try {
        MJ.issue.customFields."Customer Request Type" = CARS.issue.customFields."Customer Request Type"
    } catch (Exception E) {
        log.error("Caught exception when copying CARS.issue.customFields.Customer Request Type to MJ " + E.getMessage())
    }
} 
else if (executionInstanceName == "CARS") { // MJ -> CARS
    log.debug("Syncing from MJ to CARS because executionInstanceName = " + executionInstanceName)
    try {
        CARS.issue.customFields."Customer Request Type" = MJ.issue.customFields."Customer Request Type"
    } catch (Exception F) {
        log.error("Caught exception when copying MJ.issue.customFields.Customer Request Type to CARS " + F.getMessage())
    }
}
else {
    log.error("Can't work out executionInstanceName: " + executionInstanceName) 
}
log.debug("Done syncing Customer Request Type")

Edit: Added code for sync

Questions

How do you get Customer Request Type to display in a linked issue?