Attachments are not syncing from Jira Service Desk to Jira Software

[Former user]

All the comments fields are syncing from Jira Service Desk to Jira Software but only the attachments are not syncing that too happening since one week.

Could you please tell me the solution.

[Dileep Kumar Mone]

Hi Юрий Обоз,

Could you please confirm why this is happening its urgent because this issue is happening in production.

[Yury Oboz]

What your Jira version?

[Dileep Kumar Mone]

My Jira version is 7.13.4

[Yury Oboz]

Hm.

I created 2 test project:

SD (Service desk)

SF (Software)

then configured listener for sync attachments and sync work fine.

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Can you show listener settings?

[Dileep Kumar Mone]

Just now I am checking only comments are working but the fields and the attachments are not working correctly.

[Yury Oboz]

Is the errors section empty?

[Dileep Kumar Mone]

Yes it is empty. PFA for this

[Yury Oboz]

REG SYNC?

on pervious screenshot name is Agrex SYNC

[Dileep Kumar Mone]

No both are different REG SYNC is for one project and Agrex Sync is for another project

[Yury Oboz]

Steps to reproduce the error(correct me if not):

1. Customer create issue via portal
2. Making link between SD issue and Software issue
3. Changing field or add attachment in SD issue

[Abid S M]

Hi @Юрий Обоз

FYI, we have different projects lined up with different listeners.

Previously everything regarding to Listeners was working absolutely fine.

As per current situation, the listeners are same as previous, but attachments and fields weren’t getting synced since last week

The above mentioned REG SYNC, Agrex SYNC are associated with different projects with different listeners but none of these projects have Errors

can you please provide the information why is it happening ?

[Yury Oboz]

Hi!

Are you change listener settings week ago?

Maybe you remove synced field from project?

Can you enable logging for “ru.slie.jira.fsync“ package and collect log?

[Dileep Kumar Mone]

No we haven't change the listener.

Can you please explain what is syned field from project.

Will you please tell me from where I collevt the logs regarding this.

[Yury Oboz]

Can you please explain what is syned field from project.

I mean customfields used in listener. Maybe you removed it from Jira or field scheme, but not remove from listener?

Will you please tell me from where I collevt the logs regarding this.

1. Go to Admin -> System -> Logging and profiling
2. Click “Configure logging level for another package.”, insert ru.slie.jira.fsync to input and click add.
3. Reproduce error with fields and attachments
4. Go to Admin -> System -> Troubleshooting and support tools -> Create support zip, “click customize zip” and set checkboxes as screenshot, click save. Then click “Create ZIP“ then “download zip”

[Dileep Kumar Mone]

Hi

Thanks for your support.

I have created another listener in the Jira for all projects now it is working fine. And I also I have one concern i.e., if I need to two attachments to Sync at once what is the solution for this.

Right now it is only syncing the one attachments, if the attach morethan one attachment in parent issue then it should trigger in the Synced issue also right.

Will you please confirm into this.

As per your request could you please find logs why it is not happening for old listener.

[Yury Oboz]

I can’t see logs for add-on.

Did you make point 2 of my previous comment?

Are enabled listeners?

[Yury Oboz]

if I need to two attachments to Sync at once what is the solution for this.

I work on this

[Yury Oboz]

You can try new version from attach with fix sync multiple attachment

[Yury Oboz]

I will publish it within 1-2 days

[Dileep Kumar Mone]

Do we need to try with the new version for fixing sync multiple attachments.

[Yury Oboz]

As you wish.

You can try it now or wait publishing