We recently integrated Jira and our CRM, ClientSuccess. It is showing 0 tickets for all customers, though we have assigned tickets. Is there something specific that needs to be done in Jira to allow this information to flow to our CRM?
We are using ClientSuccess and I have met with their IT team to ensure we set the integration up correctly. I think it might be an issue with the field we created as the identifier to link the Jira ticket to the customer in our CRM. Are there any permissions or blockers that could prevent this link from happening? We see all jira tickets in clientsuccess as 0, which means that we've connected the two systems but the ticket information is not being transferred.
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So this is probably via an API call, the user who makes the call does that user have a license in Jira and on the project does this user has the minimal permission "Browse"
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Apparently it has to do with access to the project. I'm not sure how to manage this in jira. If our customer tickets are managed in a certain project or space that the user who set up the integration does not have access to, the integration will not work. I am trying to find this in Jira but it is not that clear to me. Thanks!
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Best is to reach out to the Administrators of Jira in your company and work with them.
They will have to add this user in to a role in the project, but better is if the user is directly defined in the permission scheme(s) used by the projects you want ot read tickets from.
The minimal permission the user that you use for the integration is "Browse"
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I am an admin in Jira. I think the confusing part is that nothing in Jira is called a "project". Once the user was added to the correct group (under user management), tickets are now populating in our CRM.
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