Backbone Work Sync
Backbone Work Sync
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JSM comments or attachments fail to synchronize

Symptoms

  • Comments or attachments are not synchronizing to a Jira Service Management (JSM) space.

  • The synchronization fails silently (no error in the Backbone troubleshooting/sync panel) or with the specific error: sd.public.comment not found.

Cause
For public comments and attachments to be successfully processed in Jira Service Management, the affected work items must have a Request Type assigned. If the Request Type field is empty, these specific synchronization actions will fail.

Resolution
To resolve this, you must ensure that all synchronized JSM work items have a valid Request Type assigned.

For New Tickets

  • Syncing from a non-JSM space, to JSM: Go to Backbone > navigate to Fields - Default values > add a default value for the Request Type field in the JSM project.

  • Syncing between two JSM spaces: Go to Backbone > navigate to Field - Mappings > add a Request Type mapping. Alternatively, you can set a default value for the Request Type on both sides for a quicker configuration.

For Existing Tickets
Backbone cannot retroactively update the Request Type for work items that have already been synchronized due to Jira REST API limitations. To fix existing tickets, you must perform a Bulk Change directly in Jira:

  1. Search for all work items in the affected JSM space where the Request Type field is empty.

  2. Use the Bulk Change feature to assign a valid Request Type to these work items.

  3. Once updated, Backbone will be able to successfully synchronize comments and attachments for these work items .

Note: After applying these changes, you should clear the Backbone cache and perform a resync for the affected tickets. This ensures that any comments or attachments that previously failed to synchronize are now processed. Without a resync, these items will not flow until the next update is made to the ticket.

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