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andrew.maiseyContributor
posted in Archives - Freshdesk

JIRA synchronisation intermittently failing

 Since linking all our FD tickets with JIRA issues we are finding that sometimes (in ways we can't reliably repeat, updates made in one system aren't being tracked through to the other.For example:1. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > Customer adds comment in FD > comment does not pull through in JIRA (both FD and JIRA issue show as open, but JIRA user cannot see latest FD comment) 2. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > JIRA user adds comment and resolves issues > Customer adds comment in response via FD > issue still shows as resolved does not revert to open (comment does however pull through in JIRA and FD, but the issue is in the wrong workflow state)3. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > JIRA user adds comment and resolves issues > FD does not update to the state in JIRA. FD still sho

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8 years ago

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