Error when Syncing Comments or Attachments in Zendesk

This article applies to Exalate Classic only. For New Exalate, refer to this documentation. 

Problem

In Exalate for Zendesk, ticket sync could sometimes get stuck with one of the following error messages:

Exception evaluating property 'length' for services.node.hubobjects.ZendeskObjectToHubObjectConversionService$$anon$1, Reason: groovy.lang.MissingPropertyException: No such property: length for class: com.exalate.basic.domain.hubobject.v1.BasicHubComment

Exception evaluating property 'size' for services.node.hubobjects.ZendeskObjectToHubObjectConversionService$$anon$1, Reason: groovy.lang.MissingPropertyException: No such property: length for class: com.exalate.basic.domain.hubobject.v1.BasicHubComment

Cause

The problem could appear when you use the following variables in your scripts:

• issue.comments.length
• issue.comments.size
• issue.attachments.length
• issue.attachments.size

It appears when Exalate for Zendesk is trying to "lazy load" the comments.

Solution

Use the following scripts to resolve the issue:

• For comments:

  def commentList = issue.comments.collect{ it }

• For attachments:

  def attachmentList = issue.attachments.collect{ it }