We use Cherwell as our Service Desk, via API one of the ticketing options creates an issue in JIRA that our TD / RnD action. We cannot use webhooks to talk from Jira back to Cherwell due to really tight TPN (Disney) security rules about incoming traffic through the firewall. Previously I was using the emails Jira sent out to be captured by the Cherwell email monitor to update tickets with comments, status etc. This all worked well until the email changed and the comment updates stopped reaching Cherwell.
I have a rest api get built that when I trigger manually it goes out to Jira, finds the linked issue key and returns the comments to the cherwell ticket and the status.
I can setup an automation process to run every 10 mins and poll all the active Jira tickets in Cherwell and then run the API to get any comments and update back in Cherwell… but that is load intensive.
Is there a place in Jira (cloud) that I can use as a check for the API to only look for tickets that have updates and not have to look for every ticket, pull in the comments and only update new ones. I am not sure if there is a flag that Jira may create that I can tell the API to look for to know ticket 1, 4, 7 are updated and grab the comments and not pull back 1, 2, 3, 4, 5, 6, 7 and see what is updated.
I know this is a bit of a bumbling question, but I am a bit stuck with this one.