JIRA Connector Erroneously Updating Salesforce Case Owner

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  • Updated 3 years ago
I am using the Salesforce & JIRA Cloud Connector and the JIRA Cloud for Salesforce package (v 1.16). I am attempting to map the Case Owner ID in Salesforce to the Assignee field in JIRA. When I initially set this up and mapped the values for user IDs between both systems, the sync worked perfectly in both directions. Some time in the last week, however, the sync from JIRA > SF has started behaving oddly. I am using the following workflow: 

1. Set Case Owner and other fields in SF 
2. Create a JIRA issue (issue type is standard Epic) from SF
3. All field mappings (including Case Owner ID > Assignee) come through correctly in the new JIRA ticket
4. Make an update to any field in the JIRA ticket and click "Push" to sync changes to SF
5. Refresh the SF case and see that the Case Owner has been reset to a different user

The user that is being made the new Case Owner is our main Salesforce admin. This user is NOT mapped in any way in the connector configuration. I have tried troubleshooting in these ways, and none of them have changed the behavior of the sync: 

1. Made the the Case Owner ID / Assignee mapping be one-way only from SF to JIRA
2. Set a mapped value for this user on the Case Owner ID / Assignee mapping 
3. Removed the Case Owner ID / Assignee mapping entirely

In each scenario above, the Case Owner keeps being reset to the erroneous SF user. Has anyone seen this happen before?
Photo of Samantha Garrett

Samantha Garrett

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  • frustrated

Posted 3 years ago

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Photo of Samuel Gatica

Samuel Gatica, Alum

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Hi Samantha,

Please try the following

# Go to Setup > Case/Lead Assignment Rules
# Choose the active Assignment Rule
# Add a new Rule
## In step 1 set Sort Order set to 1
## In step 2 set Field to “Current User: Username”, Operator “equals”, Value set to the user used to authorize the connection to Salesforce
## In step 3 check the checkbox “Do Not Reassign Owner”
# Click Save

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Samantha Garrett

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Thank you for the direction - I am now waiting on my Salesforce admin to complete these steps :/