SalesForce and Jira Cloud Connector - sync status best practices

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  • Updated 2 years ago
Hi Community, 
We are evaluating the SalesForce Jira Cloud Connector, and are interested to hear what are the best practices of managing the Status sync in between the two. 

The use case which we wish to achieve is as follows: 
When a Support representative declares a Case in SalesForce is the result of a Bug - he either associates the Jira issue or create a new one with the SF-Jira Cloud Connector. 
After completing that - he communicates to the customer and sets the Case status to 'on-hold per bug fix'. 
Whenever the associated Jira issue is 'fixed', we would like to make an action item in the SalesForce side (perhaps a Workflow rule), which will mail the customer that the Bug was fixed, and set the case status from 'on-hold per bug fix' to 'closed'. 

Thank you, 
Ido. 
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Ido Greenbaum

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Posted 2 years ago

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Aidin Mahmoodi, Alum

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Hi Ido,

As for the mapping, you can map the status of JIRA to update Salesforce Status, however there is no way to define a condition which the updates to be send on specific values.

What you are asking is more about Salesforce customization rather than Connector. You might be able to find a Salesforce solution to trigger an event if the Salesforce value is equal to "specific" value, however this is out of the scope of our Connector.

Cheers,
Aidin
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Ido Greenbaum

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Thank you for your response Aidin. 
Photo of Aidin Mahmoodi

Aidin Mahmoodi, Alum

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You are Welcome Ido!