SLA custom fields are empty when create an issue programmatically

Question

Hello team,
I'm a member of Exalate add-on development team.
Recently our customers started to report a bug about when Exalate creates issues in Jira Service Desk (Server) then SLA fields are empty. Creating issues manually by users is OK. 
Exalate is utilizing Java API to create issues programmatically.
Could you please advise ?

Rafael Pinto Sperafico_35quns · Answer

Hi @[deleted],

Thank you for your update.

Here is what I would suggest:

* since you are a member of the Exalete dev team, I would image you have access to the plugin source code. Furthermore, I would assume Exalete submits a payload to a particular endpoint in the Jira target instance. Therefore, take a look at the payload you are sending to the target Jira instance.

If you do not want to debug from source code, you could enable DEBUG logging on org.apache.http.wire where you could review the payload sent to the Jira target from Jira source logs under <jira-home>/log directory.
* try to create a Jira issue consuming REST API endpoint (https://docs.atlassian.com/jira-servicedesk/REST/4.0.0/#servicedeskapi/request-createCustomerRequest) and compare the JSON payload. It is important to review if the SLA will be defined when creating the issue using this method

Once you have the 2 payload, you can compare them looking for any missing attribute.

Looking forward to hearing back from you.

Kind regards,
Rafael

unknown · Answer

Hi @Rafael Pinto Sperafico 
Thanks for you reply !
Actually I'm a member of Exalate dev team and post this request on behalf a team :)  
Jira Server 8.0.0 / Jira Service Desk 4.0.0
Exalate 4.6.1 (latest)

Rafael Pinto Sperafico_35quns · Answer

Hi @[deleted],

Perhaps you should try and contact Exalate Jira Issue Sync & more plugin vendor directly trough support channels. Whereas, in the meantime inform what is the Jira version you are running and Exalate Jira Issue Sync & more plugin version installed, so other using the place versions could contribute to this thread.

Kind regards,
Rafael