Backbone Issue Sync within Jira Service Desk

[Chandni Lalji]

Hello,

Within Jira Service Desk (not Jira), I have two JSD projects, I have backbone sync enabled but external and internal comments are not passing through as expected. Does anyone or have managed to configured it successfully so comments are being passed from one ticket to another?

Thank you,

[Umer Sohail _K15t_]

Hi @Chandni Lalji , thanks for the question. This is Umer, Product Marketing Manager for Backbone Issue Sync for Jira. 

I am sorry to hear that you are having trouble correctly configuring the internal and external comment syncing features for your JSD projects. Could you explain a bit more in detail how exactly do you want to send the comments and what your goals are from the configuration? I can then perhaps recommend the correct settings.

In any case, please check out our documentation on how to configure and sync comments across Jira Service Management projects using Backbone. And feel free to open a ticket with our support team so we can get in touch with you personally and help you configure Backbone Issue Sync as per your requirements.

Happy Collaborating, 
Umer Sohail

[Chandni Lalji]

Thanks Umer for responding. I would like to configure and sync comments between two JSD projects (pref just for customer comments, not internal)

[Umer Sohail _K15t_]

@Chandni Lalji  As far as I understood your requirements, you want to sync customer comments so they are visible internally to your service desk agents on a different project.

I'd recommend using a setting like in the screenshot below in the "Comments" tab of Backbone's configuration. This will ensure that all public comments (both from customers and the agent) are synced as internal comments on the other JSD project while internal comments are ignored.

I also recommend using the "Enriched mapping" setting so all synced comments are accompanied by information about the comment author and time. 



Let me know if this works, and feel free to ask if you have more questions. 



Regards, 

Umer Sohail