Salesforce & JIRA Cloud Connector: Not able to map a SalesForce Field

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  • Updated 2 years ago
Hi Community, 

We completed the 'Salesforce & JIRA Cloud Connector' implementation few months ago, and are up and running with satisfaction. 

We have a report in SalesForce to show the Cases with associated Jira Issue ('Bug'). We simply added the 'Jira #' and 'Jira Status' mapped fields in the report. This is working fine. 

What we wish to add, is two additional SalesForce custom fields we've created 'Jira Issue' and 'Jira Description', which would be added to the report and provide this additional information. 



We created the mapping from Jira to SalesForce as follows:  



It seems the two newly mapped Fields are not synching from Jira to SalesForce. 

Any help would be much appreciated. 

Thank you, 
Ido. 
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Ido Greenbaum

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Posted 2 years ago

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Adrien Low, Alum

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Hello Ido,

It would be great if you could provide us with the following information:-
  • The field types of the JIRA Issue and JIRA Descritpion fields in Salesforce
  • Steps you took to re-create the behavior
  • Screenshots of the error messages, if any.
Regards,
Adrien
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Ido Greenbaum

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Thanks for the reply Adrien. 

Below is a screenshot of the SF fields: 



As mentioned - the 'JIRA#' and 'Jira Status' fields are working properly. 
We are having trouble synching the newelly added 'Jira Issue' and 'Jira Description'. 

Below are the replication steps: 
1. Associate a Jira Issue in SalesForce to an existing case. 
2. In order to make an initial sync, hit 'pull': 



3. The two added fields are not filled with the information from Jira: 



Inspecting the SalesForce Developer Console and capturing the 'pull' logs, doesn't help much, as there are only 'Entering_managed_pkg' events with no further data. 
I suppose the managed package doesn't allow the required debug log to investigate this. 

Thanks for the assistance. 
Ido. 
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Adrien Low, Alum

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Hello Ido,

Can you please verify if you have created any new Salesforce Case, associating them to existing JIRA Issue and pulling after you add the two new fields or have you only been pulling on existing associations?

If you have only done the latter, can you try creating a new Salesforce Case, associate it to an existing JIRA issue and pulling? What are the results?

Regards,
Adrien
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Ido Greenbaum

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Thanks Adrien. 

I just created a new test Case in SalesForce, and associated an existing Jira issue. 
The result was the same - both the 'JIRA#' and 'Jira Status' fields were updated after pulling, and the two new fields are left empty. 

Hope this helps in our investigation. 
Please let me know if you need any more info / tests. 

Thank you, 
Ido. 
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Adrien Low, Alum

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Hello Ido,

Can you please raise a ticket to support@servicerocket.com as we may need to coduct a screenshare session to further investigate this?

Regards,
Adrien
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Tom Proctor

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I have the same problem, it would be nice if a follow-up post was made to explain how to resolve the issue.
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Kevin Lew, Official Rep

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Hi Tom,

Can you please raise a ticket to support@servicerocket.com so we can help you further? Since this problem might cause by various issues. 

Regard,
Kevin