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Background

zAgileConnect's integration of Salesforce and JIRA comprises of the following key features:

  • Issue Creation and Updates from Salesforce

  • Issue search and linking from Salesforce
  • Mapping Salesforce Case attributes to JIRA Issue fields
  • Sharing Comments between Salesforce and JIRA

  • Sharing Attachments between Salesforce and JIRA

  • Tracking JIRA Issues in Salesforce

  • Salesforce Reports on Case Issue relationship 

In this section, we will further describe these capabilities.

Issue Creation and Updates from Salesforce

Creating a JIRA Issue from Salesforce

When you first start with a Case, the Related JIRA Issues section allows you to either create a new JIRA Issue or link to an existing one by providing the issue Key in the adjacent text window.

You can also automatically create a JIRA issue each time a Case is created.  Defaults values for JIRA project, issue type and priority are used to create an issue in the background.  With v1.8, you can specify JIRA Project/Issue Type via Case formula fields, based on specific Case criteria when the Issue is being created.  For adding filter to auto-creation of JIRA Issues (available with v1.7.5)), please refer to Filters for Auto-creation of JIRA Issue on Case Creation.

When creating an issue manually, the default values for Project and Issue Type may be changed on the Issue Creation screen.  

You can view Suggested Issues for a Case (an action that performs a search in JIRA using Case Subject for matching Issues) and even perform your own search for existing Issues that may be relevant for the Case.  If there are already issues pertaining to the Case Subject, then it is possible to simply link them to the Case for the purpose of tracking their resolution.  This is discussed in more detail later in this section.


 

By clicking on 'New', you can create a JIRA Issue from within Salesforce for a specific JIRA Project and issue type that has been pre-selected in JIRA plugin administration section.   The list of these projects and issue types will be available in the issue creation window, along with other issue properties.   

The default values for JIRA Project and Issue Type will be pre-selected on this page.  However, you can change them as appropriate, prior to creating the issue.   You can also update the issue summary, priority and description.

 

 

You can select Additional Details... button to provide additional values when creating an issue.  This is especially relevant if the issue has required fields which cannot be populated via field mapping (they may not have corresponding values in Case).  The Additional Details... option transitions to a full issue edit mode, displaying all editable fields for the issue, based upon its type and available permissions.  It pre-populates values from JIRA for various single and multi-select fields.  It also supports typeahead for fields such as Assignee and Reporter.  Required fields are flagged, as shown in example below.

 

 

The created issue is displayed with a selected set of attributes on the Case page.  

 

 

zAgileConnect also allows you to view JIRA Issue details from within Salesforce including Comments, Work Log, History and Activity.  

You can also edit the issue, as well as transition its workflow states in the detail view (as shown below).  

By clicking on the Issue key above, you will be navigated to a page within Salesforce that displays JIRA Issue details, including any subtasks and linked issues.  

You can also navigate to the Issue in JIRA by clicking on the Issue ID link on the top right of the screen, as shown below.

 

 

Similar to the display of selected issue attributes in Salesforce, JIRA users will also be able to see the Case context related to the issue in JIRA.

 

 

Searching Relevant Issues in JIRA

 

As mentioned earlier, rather than creating a JIRA Issue for a Case, you may want to look for any existing Issues that may be relevant.  The View Suggested Issues option will automatically perform a search in JIRA for word tokens in Case subject (simulating to pasting the subject in JIRA search) and return a list of matching issues.  
 
 
You may select from this list any and all Issues that you want to link to the Case for tracking their resolution.  Alternatively, rather than automatically applying Case subject, you can also specify keywords in the text box and click on the Find Issues button.
  

 

JIRA Server Only With v1.8, zAgileConnect further extends the search feature by allowing you to enter JQL (JIRA Query Language) in Advanced Search mode.  With JQL, you can be more precise in your search criteria (ex: Status = "To Do" and Issue Type = "Bug" and Project = "NCSV2").

 

 

In summary, the Related Issues section provides the following options:

  • Creating a new JIRA issue (as shown above).
  • Linking to an existing JIRA issue (via Issue key specified in the adjacent edit box).
  • Unlinking selected issue(s) from the Case (the issue remains in JIRA but its association to the Case is removed).
  • Removing selected issue(s).  This operation results in deletion of the issue(s) from JIRA. 
  • Sending attachments to selected issue(s). 

Updating a JIRA Issue from Salesforce

You can directly edit JIRA issue in Salesforce.  The edit option presents a full issue edit page in Salesforce that contains the same fields that would be editable for that issue and by that user (or the Integration User for JIRA Cloud users) in JIRA.

Clicking on the edit icon on the right column of the Related Issues table will result in the issue edit window.  The actions from this window are directly posted to the corresponding JIRA issue.

 

Sharing Comments between Salesforce and JIRA

It is easy to share comments between Salesforce and JIRA using zAgileConnect.  From a Case, simply include #JIRA tag in the Comment text.  This will cause the comment to be posted to all the related JIRA issues.  To post comment to a specific issue, you can include the issue key in the hashtag  (ex: #CR-5).

 

 

Here is the comment as it is automatically posted to the JIRA issue.

 

 

Similarly, by adding hashtag #Salesforce, comments from JIRA may be posted to all (or a specific) Cases related to the issue.

 

 

This comment will be automatically posted to the related Case, along with the issue key and user posting the comment.

 

Sharing Attachments between Salesforce and JIRA

To send an attachment  to JIRA, you can select one or more Issues related to the Case and select the Send attachments option.  This action compares existing attachments with those in the selected JIRA issue and provides a confirmation screen.  You can select specific attachments to send, ensuring that nothing is inadvertently overwritten in JIRA.

 

 

Similarly, in JIRA in the Case context related to the Issue, you can choose to send selected attachments to the Case. 

Sending Attachment from On-Premise JIRA 

To send attachments to Salesforce, click on the Case number in Salesforce Properties panel.  A pop up window, as shown beow, will provide access to the Send Attachment option as well as navigation to the Case in Salesforce. 

 

 

Sending Attachment from JIRA On-Demand

To send attachments to Salesforce, click on the icon to the left of the Case Number.

 

 

 

 

And the attachment will be available in Salesforce.

 

Tracking Issues in Salesforce

If you use Salesforce Chatter to track various activities and collaborate with your team, you can subscribe to specific events associated with JIRA Issues that will be automatically posted to Chatter in the context of the related Salesforce Case.  All you need to do is to follow that Case.  Its Chatter feed will include JIRA Issue-related updates as shown below:

 

Salesforce Reports

With v1.6, you can now access Case-related JIRA Issues in Salesforce via custom object ZIssue.   This object represents JIRA Issues, based on the configured mapping.   

ZIssue has the following characteristics:

  1. It represents only JIRA Issues which have been associated with Cases in Salesforce
  2. ZIssue objects only contain the specific attributes mapped explicitly during configuration.   It is possible to add more attributes (Issue Fields) over time and refresh all ZIssue entries.  However, ZIssue is not in any way a complete copy of JIRA Issue object
  3. ZIssue may also be used to map JIRA Issue custom fields.  In such scenario, corresponding fields of the same type must be created in ZIssue.   
    1. For example, to map an Issue custom field called 'Review Date' (of type Date), you would want to define a field in ZIssue of type Date and map it to 'Review Date' from JIRA.
  4. ZIssue contents are automatically removed when the package is uninstalled.  Please be sure to keep an exported backup of the data that can be used to restore it.
  5. ZIssue works in tandem with ZIssue_SF which represents Case-Issue relationship.  Please make sure these objects are accessible to appropriate profiles.

 

To create a report, select 'Other Reports' and ZIssue with ZIssue_SF and Case as the type (of course custom report types may also be defined that include these objects).

 

 

 This will pull in all Case-related objects including JIRA Issues for report development.

 

 

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