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!

[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

[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.

[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?

[Matthias Gaiser _K15t_]

To be honest, I haven't found a good way how to properly deal with attachments in Automation. How does you automation rule look when you're uploading the attachment?

It could still work if you add a public comment which includes the attachment after you've added the attachment to the work item.

[Matthias Gaiser _K15t_]

As an alternative to deleting all attachments, you could correlate which attachment on the sender side matches the attachment on the receiver side (if any).

That's basically what we're doing in our app. We have a mapping between the attachment ids on both ends. If no mapping exists, we need to create a new one. If one already exists, you can skip that attachment. But I don't know how to achieve this with automation - sorry.