Create a ticket to vendor's ticketing system

Question

Hi,
We use JSM Cloud and want to leverage it as a platform to manage our tickets of certain vendors. The first scenario is to create a ticket on JSM then it'll automatically create a case to vendor's Salesforce system. No need to think of vendor's case status update. The idea so far is to create a custom button, get vendor's API endpoint, API key, etc to fulfill this scenario. Not sure if JSM Cloud could achieve this by configuration? or any script or 3rd party plugin is needed.And is there a way to check these outbound API log if we need to to troubleshoot. Need your advise. Thank youAmy

Dhiren Notani_Exalate_ · Answer

Hi @AmyG ,

Thanks for asking your question here on the community.

I am Dhiren from the Exalate Team.

You can use Exalate for various use cases for a perfect bi-directional synchronization between Salesforce & Jira.

Exalate supports sync between all types of Issue Types(Jira) and Objects(Salesforce).

With Exalate you don't have to worry about changes being made on each side because the solution boasts a unique decentralized approach.

Thanks, Dhiren

Diana_Architect_ZigiWave · Answer

@AmyG hi. Just to add another possible solution for the integration - a 3rd party tool, ZigiOps, that can be found in the Atlassian Marketplace. It's 100% no-code and does not store any of the data that's transferred between the integrated instances. It will automate the tickets/cases creation and will keep the teams updated in real time (the integration is bi-directional). It's easily customizable and simple to use. You can explore it, we offer free trial to test it.

Regards, Diana

Marc -Devoteam- · Answer

Hi @AmyG

Welcome to the community.

This should be you starting point for the Jira side.

There are sample calls included here that will help you create tickets.

Similar documentation for Salesforce is here.

But getting a full blown integration off the ground has a lot of added caveats to it like queue management, conflict resolution, error handling and scaling.

I have not used this kind of configuration ,but I know that there are 3rd party apps for this.

The most common used ones are:

connector-for-salesforce-jira

exalate-jira-issue-sync-more

This allows you to keep issues in synch and create Salesforce issues from Jira an vice versa.