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Sync issues

Marko Brisevac

Dear Community,

I'm trying to set up synchronization between Jira Software and Jira Service Management so that users can work on tickets from Jira Software, with all updates being synced between the Jira Software issue and the corresponding Jira Service Management request — and vice versa.

Since I don't have ScriptRunner, Automation is the best available solution. Both instances are hosted locally (Data Center).So far, I've managed to sync public and private comments, statuses, fields, and reporters using Automation. However, I'm running into an issue with attachments — they always seem to be duplicated.

Does anyone know the correct way to sync attachments using Automation, without creating duplicates?

Thanks in advance!

Accepted answers

All comments

Mohamed Benziane

Hi,

One solution could be to have a rule that will first delete all attachment in the target issue then copy all attachments.

Matthias Gaiser _K15t_

Hey @Marko Brisevac,

welcome to the Atlassian Community.

Can you share some more details how you're synchronizing attachments using Automation? Then we might be able to help you more.

Cheers,
Matthias.

Marko Brisevac

Hey @Matthias Gaiser _K15t_

Thank you.

I will share details on Mohamed comment so you can join there.

Cheers,

Marko

Marko Brisevac

Hi @Mohamed Benziane

That’s a good solution, but I’m still experiencing some issues. I have a rule that checks if a JSW project has attachments. Then it checks the linked JSM issue—if it has any attachments, it deletes them and syncs the attachments from the JSW project. This works perfectly, except for one thing: the attachment section in the JSM project is not public. It’s marked as “private” or internal, so the customer cannot see the attachments in their request.

Best regards,
Marko

Matthias Gaiser _K15t_

Oh yes, attachments visibility in combination with JSM is not really nice. Only attachments which get mentioned in a public comment are treated as "public attachments". Unfortunately, there's no better way for that.

In our syncing app, Backbone Work Sync, we needed to deal with the same problems and decided to create comments for every attachment which should be "public". You could follow a similar behavior.

Or use our app, if you don't want to maintain all the Automation rules yourself.

Marko Brisevac

Thank you, but a plugin is not an option.
So, are you saying it's not possible without a third-party plugin?

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