This article applies to Exalate Classic only. If you're using the New Exalate experience, please refer to the New Exalate documentation.
Problem
Jira Service Management internal comments are sent to the remote instance. The Outgoing sync includes a script to filter out internal comments.
Cause
Jira Cloud REST API has a limitation so Exalate cannot check whether the comment is internal when the request type is not set.
Solution
- Make sure the Outgoing sync on the source side has the following code:
replica.comments = issue.comments.findAll { !it.internal } - Check if the Service Management issues have a request type configured.