salesforce to jira cloud connector - Making a change in JIRA and pushing to Salesforce causes Salesforce Case Owner to be reset to default

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  • Updated 2 years ago
I've configured the binding mapping for Reporter(jira) - OwnerID (Salesforce), which allows me to set the Case Owner in Salesforce and Create a new Jira Case from SF while assigning the "Reporter" value in JIRA to the SF case owner.

However, I have a few few fields that sync both ways, and when I make a change on the JIRA side and push the update to SF, the "Case Owner" field within Salesforce resets to our default "Tier 1 queue".


Since there was no actual change to the "Reporter" field, why would SF try and change the field? It should only update the 1 field that we made the change to. Additionally, I set up the 'SYNC Direction' for the Reporter - OwnerID mapping to only sync FROM Salesforce TO Jira, but that doesn't seem to matter either.

Any help would be appreciated during our trial run. Thanks in advance!
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Shawn Daoud

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Posted 2 years ago

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Photo of Samuel Gatica

Samuel Gatica, Alum

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Hi ,

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

Regards,
Sam

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Shawn Daoud

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Thanks for the quick response. I'm talking this over with my SF Administrator and he's curious what you mean by "Value set to the user used to authorize the connection to Salesforce". Could you provide a littler further insight on this?

Thanks!
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Aidin Mahmoodi, Alum

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Hi Shawn,

This basically means that you need to set the current user to the Username that has been used for the Integration between Salesforce and JIRA.

I hope this helps.

Cheers,
Aidin