How to Sync Priority in Exalate for Freshdesk

    In this article, we describe how to sync ticket priority in Exalate for Freshdesk. 

    In Freshdesk, the default "Priority" field is a system field and cannot be edited, modified, or hidden. The available priority values are Low, Medium, High, and Urgent.

    If the priority values in the other platform, for instance, Jira, are different from Freshdesk, you need to configure the default mapping in the scripts to sync priorities.

    In this case, use the following rules:

    From Freshdesk to Jira

    Freshdesk Outgoing sync rules:

    replica.priority = entity.priority

    Jira Incoming sync rules:

    // Map Freshdesk priorities to Jira priorities
    def priorityMapping = [
        "Low"    : "Lowest",
        "Medium" : "Medium",
        "High"   : "High",
        "Urgent" : "Highest"
    ]
    def priorityName = priorityMapping[replica.priority?.name] ?: "Medium" // Default to "Medium" if not found
    issue.priority = nodeHelper.getPriority(priorityName)

    From Jira to Freshdesk

    Jira Outgoing sync rules:

    replica.priority = issue.priority

    Freshdesk Incoming sync rules:

    // Map Jira priorities to Freshdesk priorities
    def priorityMapping = [
        "Lowest"  : "Low",
        "Medium"  : "Medium",
        "High"    : "High",
        "Highest" : "Urgent"
    ]
    def priorityName = priorityMapping[replica.priority?.name] ?: "Medium" // Default to "Medium" if not found
    issue.priority = nodeHelper.getPriority(priorityName)

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