Need integration for Salesforce users to raise/manage issues in JSM (Cloud) project

[Michael Barnett]

A new customer that uses Salesforce for their internal service desk needs to raise new issues and manage their existing issues in our Jira Service Management (Cloud) project.

What products are available to allow this type of integration and how easy is it to set up?

[Dhiren Notani_Exalate_]

Hi @Michael Barnett ,

Thanks for asking your question here on the community!

I am Dhiren, one of the Solutions Engineers working with Exalate.

Exalate is a completely decentralized and fully bi-directional integration solution. It provides you Groovy based scripting engine for ultimate customizations and you can sync any objects (Custom Objects as well) from Salesforce to Jira Issues.

I can help you better if you can share your use-case in more detail.

It's also possible to show you a live demonstration based on your requirements.

Thanks, Dhiren

[Michael Barnett]

@Dhiren Please let me know how I can contact you to discuss my requirements and book a demonstration.  Thanks.

[Dhiren Notani_Exalate_]

Hi @Michael Barnett ,

Sure! You can book a demo using this link. We do offer you 30 days of free trial to evaluate the product and configure your use-case.

Thanks, Dhiren

[Jashandeep Kaur]

Hi @Michael Barnett I am Jashan from team Sinergify.

This integration is possible by opting for a secure connector, which facilitates the exchange of data and unlocks the potential for more sophisticated interactions between Salesforce and Jira. Among several tools available, Sinergify is one of the Salesforce-native applications that provides a bi-directional sync for issues, comments, and attachments.

The Solution allows Salesforce users to raise new issues directly in Jira Service Management and manage existing ones without switching platforms, saving time and effort.

I hope this help.

[Diana_Architect_ZigiWave]

@Michael Barnett hi there. If you're still open to exploring other solutions, check out ZigiOps at the Atlassian marketplace. It's a full no-code integration platform that makes the Jira-Salesforce integration fast, easy and secure (none of the data is stored by ZigiOps). You can customize it per use case. Feel free to check it our - we do have a free trial so you can test it yourself.

Regards, Diana (ZigiOps team)

[Michael Barnett]

Hi @Diana_Architect_ZigiWave Thank you for the information. Is a demonstration possible?

[Diana_Architect_ZigiWave]

@Michael Barnett yes, absolutely you can have a demonstration. feel free to pick when from here. then, you can even test zigiops it it covers your needs via the free trial.

[Josh_Unito]

Hi @Michael Barnett, I'm from Unito - we're an Atlassian partner with a 2-way integration for Jira Service Management and Salesforce. Here's a Salesforce Jira tutorial I just put together explaining how to connect and sync tasks from Salesforce to JSM where they appear as newly created issues. From beginning to end, the process takes me around 10 minutes. 

Unito is a paid app, but it's definitely the easiest integration solution on the market for syncing tasks to issues in bulk. 

The general framework works like this (also outlined in that guide):

1. You pick a Salesforce organization and a Jira Service Management project
2. Set a "flow" direction - this tells the integration whether to create new objects in Salesforce or issues in Jira automatically (based on your manual activity in the other).
3. Apply rules to filter unrelated tasks or issues from syncing (e.g., Only sync Salesforce tasks with the "service desk" label etc...)
4. Link fields between Salesforce and Jira Service Management - in the final step, you create "pairs" of fields between the two platforms so that Unito knows that your Jira summary should match to the Salesforce task title, or that the assignee in Jira is the same as a "name" in Salesforce, etc. You also set sync direction here for real-time updates, so that as your team works in one place, you can see those changes appear automatically in the other.

Let me know if you have any questions! Happy to set you up with a live demo with my team.

[Michael Barnett]

@Josh_Unito Thanks, I'd really appreciate the opportunity for a demo.