Service bridge - data sync is not happening in customer instance

[shridhar_bm]

We have the Service bridge setup between two instances and the connection is successful. We have the provider table as 'Case' and customer table as 'Incident'. Based on the trigger condition, the remote task gets created successfully too. 

Issue: The data sync in Incident is failing in customer instance.

• When the INC is created in customer instance, the remote task gets created and the same remote task also gets created successfully in provider instance with Case.
• The data flows to Case successfully, but when the Case is updated, the data doesn't flow to Incident.
• However the data flows to remote tasks in both provider and customer instances.
• The inbound and outbound mappings in remote task definition looks good.

Kindly suggest me.

[BobbyNow]

Sounds like IDR may be in ERROR in one direction. You should be able to see this by navigating to the connection records on both instances and verifying "Active Replication" in both directions on each.
Please open a Case on Support if you cannot resolve the issue.

[jayr]

We're having the same issue. 

When updating a record on the Provider Instance, we're seeing the update pop through on the "Work notes" field in the Customer Instance, but the actual variables and fields on the customer instance record aren't being updated.

@BobbyNow We've double checked the "Sync when" fields and these seem fine. Any ideas?

[BobbyNow]

Your issue sounds different. Verify the inbound "sync when" conditions on the Remote task definition in the customer instance. The valid settings are Never, Insert, and Insert or Update. They all still show the worknote, but "Never" will not update fields on the parent task, and "Insert" will only update them on the initial insert.

[jayr]

@BobbyNow Thanks, I've verified and it's setup as expected, screenshot attached below from the customer instance:

The same on the provider instance is setup as below:

Just to add, the relevant Provider/Customer JSON fields are getting updated (hence the work note showing up for the field update), but this is how it looks on the customer instance: