Issue with Syncing Priority Field in Freshservice Integration via JSM Automation

[Mahipal Singh]

Hello Team,

I am working on integrating Freshservice with Jira Service Management (JSM) and facing an issue with syncing the priority field. In JSM, I have set up an automation rule as follows:

• Event: When an issue is created, an action is triggered to use a lookup table, where the keys are "Urgent," "High," "Medium," and "Low," corresponding to numeric values 4, 3, 2, and 1, respectively.

• Action: The next step is a web request to create a ticket in Freshservice. In the custom data for the web request, I am trying to pass the priority value using this syntax:

"priority": "{{priorities.get(issue.priority.name)}}"

However, when I validate the web request, I am receiving the following error for the priority field:

"field": "priority", "message": "It should be one of these values: '1, 2, 3, 4'", "code": "invalid_value"

It seems like the value passed for the priority field isn't matching the expected values (1, 2, 3, 4). Could anyone assist me in resolving this error and ensure that the priority value is properly passed to Freshservice?

Thank you in advance for your help.

[Jeroen Poismans]

Hi and welcome to the community!

If I understand your question correctly, this one should be posted in the Freshdesk community since you are getting the error from their API.

Jeroen

[Mahipal Singh]

Hi Jeroen,

Thanks for your response! It’s possible that this could be an error, so I’ve raised it with the Freshservice community for further investigation.

However, I’ve noticed that the value being generated from the syntax is being treated as text, even though I’m trying to pass a numeric value. The issue is that when I manually set a value like 2, it works perfectly fine. So, I suspect that the problem lies with how the value is being generated from the syntax.

Can you please guide me on how I can modify the syntax to ensure that it generates a numeric value instead of a text string? Any advice on how to pass the value as a number would be greatly appreciated.

Thanks again for your help!