Issues synced to Salesforce are not following assignment rules

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  • Updated 2 years ago
Hi,

When syncing issues from Jira to SFDC Case, the newly ceated cases are not following Case Assignment rules. The issue is not that the case is being re-assigned to some user (as other posts have covered). The issue is that these case seem to circumvent our assignment rules all together. 

Assignment rules are based on record type in SFDC and should route to the appropriate queue. 

When I create a case directly in SFDC everything works fine. 

Has anyone else seen this issue? Or has anyone been able to get assignment rules to work appropriately when syncing from Jira to SFDC ?

Thanks
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Jon Shea

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Posted 2 years ago

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Adrien Low, Alum

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Hello Jon,

It would be great if you could provide me with the following information:-
  • JIRA version and Connector version
  • Screenshots explaining the behavior you are experiencing
Perhaps you can also provide a screenshot of your Assignment rules for us to further analyze your issue.

Regards,
Adrien
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Jon Shea

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Hi Adrien,

Jira Version: 7.1.0
Connector Version: 6.0.11

Screeshot of case assignment rules above. My current SFDC Profile has 'Brand Control' set at the default record type - so when I create an issue in Jira and then sync to salesforce - it does create a case with record type of brand control. However, the active assignment rule isn't assigning the case to the Brand Control Queue in SFDC. 

The queue is active and has access to the case object. 

Any thoughts ? 
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Adrien Low, Alum

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Hello Jon,

The creation of Salesforce Case from JIRA following the Case Assignment Rule is currently not supported.

I have submitted a feature request for this and have up-voted it on your behalf, though the implementation of this feature is highly dependent on feasibility and market demand.

Regards,
Adrien
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Jon Shea

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Thanks Adrien.  For companies with complex support structures (different teams for different issues) this would be a hugely helpful feature.

Without this ability - we'll need to create of workflow or trigger to ensure the correct case assignments.