duplicity of comments and annexes (after move of an issue) via Backbone synchonization - workaround

[Klára Zikešová]

Hi,

I’d like to share a functional workaround for an issue with the Backbone add-on.

When moving issues between projects that use separate Backbone connections, the add-on may duplicate comments and attachments from the synchronization partner instance.

Currently, the vendor only provides a remediation option (a Python script to remove duplicates), but there is no official way to prevent this behavior.

However, if you follow the steps below, you can avoid the duplication:

1. Turn off the connection/synchronization in the source project (the project you are moving issues from).
2. Unpair the issues using JQL.
   • Make sure to note the counterpart issue keys (e.g., store them in a custom field if not already available).
3. Turn off the connection/synchronization in the target project (the project you are moving issues to).
4. Move the issues to the target project using the standard Move action.
5. Re-pair the issues using the target project's synchronization rule.
   • The vendor suggests using a CSV file, but this did not work in our case.
   • A TXT file worked instead (another workaround).
6. Turn both connections back on.

Works like a charm 🙂

[Toni _K15t_]

Hello Klára, thank you so much for providing a workaround solution to this problem! I belong to the team behind the Backbone add-on.

Your case had sparked a very involved conversation within the team and we were able to precisely locate the trigger for the duplicate comments to be the sync panel on the target project.

You see, after moving the source ticket to another project that is synchronizing to the same target project, the target project will create a new sync panel entry for the new sync context which essentially results in two entries pointing to the same ticket.

Your approach of unpairing the issues before you move them is absolutely valid in this case as this will remove the initial sync panel entry.

We are already underway to work towards resolving this bug. :)

[Tomislav Tobijas]

Thanks for sharing this workaround, @Klára Zikešová ! I’m sure it could be helpful to others using Backbone. 🙂

Since this is specifically related to a Marketplace app, it might also be worth sharing it in the App Central group, where it may reach more users working with apps and integrations.

Cheers,
Tobi