Can multiple Salesforce Case associated from Jira affect Salesforce Jira field mapping information?

[JP]

Due to business requirement and reporting purposes, client is associating one or more Salesforce case from Jira. 

In Salesforce, only one Jira is associated but the updates on other associated cases are also showing.

Can this affect the mapping of Jira fields to Salesforce? 

If multiple cases are associated from Jira, the Jira fields mapped in Salesforce are showing blank. Is this an expected behavior?

[Javier Pozuelo -Exalate-]

Hi @JPI'm the community manager at Exalate.

If you're linking multiple Salesforce Cases to the same Jira issue, it depends on how the integration is set up, especially the field mapping logic.

Most integrations usually expect a 1:1 mapping between a Salesforce Case and a Jira issue. If it's 1:N, meaning one Jira linked to multiple Cases, then it can confuse the sync, especially when pushing field values from Jira to Salesforce.

So yes, fields showing up blank in Salesforce could be expected if the mapping doesn’t know which Case to update. You might need to adjust the sync rules or use custom logic to decide which Case should be updated when Jira changes.

Hope this helps!

[AaronPavez_Appfire]

Hi @JP Aaron from the Appfire team.

> Due to business requirement and reporting purposes, client is associating one or more Salesforce case from Jira. 

One thing to consider is that when you have more than one association, all new associations will overwrite the fields you've mapped.

The first association will send the values correctly, but the second and third associations will overwrite each other.

For this, we tell the customers to associate the master record to get the values from Jira, and then all other associations as View only to avoid overflowing information.

You can still see the Jira work item information in the Lightning component.

> In Salesforce, only one Jira is associated but the updates on other associated cases are also showing. Can this affect the mapping of Jira fields to Salesforce? 

It won't affect the mapping. But it will affect the values you pass through the mappings.

If you have the Jira summary to Salesforce subject, for example, any new association will send its Jira summary to Salesforce.

> If multiple cases are associated from Jira, the Jira fields mapped in Salesforce are showing blank. Is this an expected behavior?

That happens when the Jira-mapped field is empty. This is expected.

If you want us to have a video call to show you how this works, please feel free to contact us through the portal:

https://appfire.atlassian.net/servicedesk/customer/portal/11

Regards - Aaron

[JP]

Hi @AaronPavez_Appfire thank you for the information. Does this also affect Jira association performance where when we try to click Associate button and search for the Jira number in Salesforce, the page only loads for minutes. We close through the X button and the Jira fields in Salesforce is blank. The Jira gets reflected as an associated record though but no mapped information shows.

[JP]

Also, can you confirm if this is the correct way to report on the associations? The user tried it but they are not able to do step 2 and the next steps: 

1. Navigate to Dashboards
2. Select Salesforce
3. Select Reports
4. Navigate to Connection and select Production
5. Then click over on Salesforce Object and select Case
6. A report on all associations will then be visible

[Marc - Devoteam]

Hi @JP 

Welcome to the community.

This could.

How is this integration between the systems, is a 3rd part app used?

[JP]

Hi @Marc - Devoteam not aware if we use 3rd party app for the integration. 

[Marc - Devoteam]

Hi @JP 

How is the integration setup between Jira and Salesforce?

[JP]

Hi @Marc - Devoteam integration is done through this third party app: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000E7xufEAB

[Marc - Devoteam]

Hi @JP 

Does the documentation of the 3rd party app provide any context in relation to your question?

Otherwise best is to reach out to the developer of the app, to ask them if this is the case or if this is even possible?