When I create a Ticket from Salesforce to JIRA, requester value is not identifying the person

  • 1
  • Problem
  • Updated 3 years ago
I am able to create a JIRA issue from Salesforce with the help of Service reocket, however when I see the requester field on JIRA ticket, it is by default taking the salesforce owner value but it is not identifying the user account inside JIRA. I have not done any mapping to requester field. Do I need to do any thing
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes

Posted 3 years ago

  • 1
Photo of Kheng Jin Leow

Kheng Jin Leow

  • 21 Posts
  • 0 Reply Likes
Hi Vrajesh,

Can you provide us the following information

1. What is the version of your JIRA instance?
2. What is the version of the Connector plugins?
    a. ServiceRocket Core Connector - Plugin
    b. ServiceRocket JIRA Connector - Plugin
    c. ServiceRocket Salesforce.com Connector Plugin - Plugin

Thank you
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
Hi Kheng,

Here is the info. Also I would like to mention here is, we are not using any apex code. It is simple flow, user will go to case, click on button and create jira issue from the given pop-up.

The expectation is, as we are creating the issue from within JIRA (the pop-up window given by Service Rocket), requester should be identified correctly.

JIRA version - v6.4.9#64024-sha1:1f1084eServiceRocket Core Connector - 1.6.0
ServiceRocket JIRA Connector - 1.6.0
ServiceRocket Salesforce.com Connector Plugin - 5.5.0

Thanks
Vrajesh Sheth
Photo of Kheng Jin Leow

Kheng Jin Leow

  • 21 Posts
  • 0 Reply Likes
Hi Vrajesh,

Thank you for the information.

Are you referring the "Requester" as "Reporter" in JIRA ticket?
If yes, you're required to do the mappings, 
https://docs.servicerocket.com/display/CFSJ/Synchronizing+Users+Between+JIRA+and+Salesforce.com

Thank you.

Regards,
Kheng Jin, Leow
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
Hi Kheng,

Yes this is reporter field. But the question here is, even through we are creating the defect from the pop up window (which I believe it is JIRA system itself) , why the system is not able to identify the user. 

Is there any difference between "I create a issue from JIRA system" and "Create a JIRA Issue from the pop-up provided by your plug-in"?

Thanks
Vrajesh Sheth
Photo of Kheng Jin Leow

Kheng Jin Leow

  • 21 Posts
  • 0 Reply Likes
Hi Vrajesh,

The pop-up page that populate JIRA fields is populated by JIRA API.

What do you mean by 
 why the system is not able to identify the user. 
Can you provide us the screen shot to further elaborate more on this matter?


Thanks.

Kheng Jin, Leow
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
Not sure how to send attachment here. But my simple question is, if we are creating issue from the pop-up page that populate JIRA fields is populated by JIRA API, shouldn't the reporter field value be auto-populated(with out Mapping) with the user who is creating the JIRA issue? 
Photo of Kheng Jin Leow

Kheng Jin Leow

  • 21 Posts
  • 0 Reply Likes
Hi Vrajest,

Saying you login in as User1 in JIRA, the reporter should be User1 unless you have made changes in the to mapping values to map the case owner id for example, to reporter field in JIRA, 

For you to add an image here, click on the "Camera" button to insert

It would be great if you could provide us some screen shots of the problem you are facing for us to clearly identify the issue.

Thank you and regards.
Kheng Jin, Leow
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
Any update?
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
Hi Kheng,

Here are the screen shots of the issue which we have created from Salesforce.(the pop up window which service rocket provides). The explanation of screenshots are as below
The issue screen which created without reporter value


The profile of the reporter




Manual editing done to populate reporter

 

The expectation is, we should have correct value in screen 1 itself when we create the issue
(Edited)
Photo of Kheng Jin Leow

Kheng Jin Leow

  • 21 Posts
  • 0 Reply Likes
HI Vrajesh,

Can you go to JIRA > User Management > Search for the user vikas.pandey. Screen shot the user management page for us.

Thank you.
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
Hi Kheng,

Here is the screenshot as you have requested

Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
Hi Kheng,

Any update on this?

Thanks
Vrajesh Sheth
Photo of Victor Law

Victor Law, Official Rep

  • 413 Posts
  • 22 Reply Likes
Hi Vrajesh,

Can you please verify if the username that you configured in the value mapping didn't contain an empty space before or after the username?

Can you please check if the username has been updated?

Does it happens to other users as well?

Thank you.

Regards,
Victor Law
Photo of Vrajesh Sheth

Vrajesh Sheth

  • 19 Posts
  • 0 Reply Likes
I am not sure if I have made it clear or not. We have not done any mapping for requester field. Our expectation is when a user create a ticket from popup provided by Service rocket plug in, it should identify that username correctly as requester. 

Could you please provide me a better way to communicate with support team? Community forum is taking to much time and I am getting to much escalations due to this issue. 

Please help me resolve this issue. I am open with anything like skype,phone,GTM etc...
Photo of Victor Law

Victor Law, Official Rep

  • 413 Posts
  • 22 Reply Likes
Hi Vrajesh,

Have you tried to login as other users and try to create an issue with the Issue Creation button?

Does it happen to the other user account as mentioned in the previous comment?

Can you please provide us with a screenshot of the Issue Creation button's configuration page?

Can you please provide us with a screenshot of the Endpoint URLs page? *(JIRA Administration > Add-ons > Mapping > Select the respective Mapping > Configure > Expand the "Endpoints" section)*?

Perhaps you can send the details to support@serviceroclet.com for further investigation.

Thank you.

Regards,
Victor Law