Sync Salesforce Comments with JIRA when there are multiple associated cases

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  • Updated 2 years ago
  • (Edited)
Hi,

We've built JIRA&Salesforce Connector and was able to sync Salesforce Case Comments with JIRA. However, we have questions on how to handle the sync when there're multiple associated cases.

#1. How to identify which comments are from which Salesforce case?  You know the comments from all associated cases would be sync to JIRA issue Comments tab. The JIRA comments are mixed with them.

#2. How to prevent the current JIRA data in the mapped fields from being overwritten by the associated cases when pushing SF case comments to JIRA?  We use 'Associate and pull from JIRA' function to associate a SF case to an existing JIRA issue so that the current JIRA data would not be overwritten in the mapped fields by the associated case. However, when we want to push case comments from one of the associated cases to JIRA, it has to use 'Sync to JIRA' function, which would cause the currently mapped JIRA date to be overwritten. 

#3. Is it possible not to share comments among the associated cases after syncing from JIRA to SF?  For example, the JIRA issue comments are now including comments from Case1 and Case2. When a comment is added in JIRA, the new JIRA comment and the comments of Case1 and Case2 are synced to Salesforce Case1 and Case2. Now Case1 would see not only the Jira new comment but also the comments of Case2, and Case2 would see those of Case1. 

Any idea?

Thanks,
Linian Liu
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Linian Liu

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Posted 2 years ago

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Adrien Low, Alum

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Hello Linian,

Can you please provide us with your JIRA and Connector version.

Regards,
Adrien
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Linian Liu

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Adrien,

JIRA 7.0.0
ServiceRocket JIRA Connector 2.0.5
ServiceRocket Core Connector 2.0.5
ServiceRocket Salesforce.com Connector Plugin 6.0.4

Thanks for looking into this.
Linian
(Edited)
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Adrien Low, Alum

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Hello Linian,

1. It is currently not possible to identify which comments originated from which Salesforce Case. We already have a feature request for this and I have up-voted it on your behalf. However, please note that the implementation of this request is fully dependent on feasibility and market demands.

2. Perhaps you can remove the JIRA inbound mappings in JIRA -> Add-ons -> Left panel under Cloud Connector -> Mappings -> Your Mapping -> Configure -> Remove inbound mappings. This would prevent mapped field from being overwritten by the associated cases when pushing SF case comments to JIRA.


3. To do this, you would have to disable Automatically push new comments to Remote System in the settings sections in Mappings. Then you will have to manually push each comments to Salesforce.

Regards,
Adrien
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Linian Liu

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Adrien,

For #2. The inbound mappings are also used by Create JIRA Issue function, so we don't want to remove them...unless there is a way to use a separated mapping?

#3. I see what you said. It's a good idea. We'll think about it. You know users love automated process.

Thanks!

Linian
(Edited)