Not able to sync comments from salesforce to Jira using servicereocket connector

[saurabh15]

We are integrating salesforce with jira using servicerocket connector. We have done the configuration for Case and Issues in Jira. We are able to get Case as Issue in jira but not able to see Salesforce comments. We are able to see jira comments but not salesforce comments.

[Iman Hashemi]

Hi Saurab,

Our Connector for Salesforce & Jira automatically aggregates comments from a Salesforce Case that has been associated with a Jira Issue (https://docs.servicerocket.com/salesforce-jira/user-guide/working-with-associations/associating-a-salesforce-object-from-jira).

The connector supports both Case Comments and Chatter Comments (Case Feed) from Salesforce to be viewed in Jira:

Viewing Salesforce Comments in a Jira Issue

1. Go to a Jira Issue where you've already associated a Case with.
2. Scroll down and click on the Salesforce Comments tab in the Activity section.
3. If the associated Salesforce Case has any comments, they will be shown here.

Viewing Chatter Comments (Case Feed) in Jira Issue

1. Your Jira administrator must have enabled Show Chatter Feeds in Connection Settings (https://docs.servicerocket.com/salesforce-jira/administrator-guide/setting-up-your-integration-in-jira/setting-up-a-connection-to-salesforce/configuring-connection-settings)
2. Go to a Jira Issue where you've already associated a Case with.
3. Scroll down and click on the Salesforce Comments tab in the Activity section.
4. If the associated Salesforce Case has any chatter comments, they will be shown here.

On the other hand to view Jira comments in Salesforce please refer to the following guide:

• https://docs.servicerocket.com/salesforce-jira/user-guide/working-with-comments/viewing-jira-comments-in-salesforce

If you have any questions please feel free to reach out to us anytime through our live chat support (https://servicerocket.drift.click/ffd28687-47bc-4c44-ab36-d94d4dcc3198)or email us at apps.support@servicerocket.com.

Best Regards,
Iman
ServiceRocket Apps Support

[John Alston]

Can we setup a sync from the Chatter feed of an object other than a Case? For example, an Opportunity or a custom object? Thanks!

[iman.hashemi]

Hi @John Alston 

Currently Chatter Feed is only supported for Case object and other objects such as Opportunity are not supported.

For more details you can refer to this guide. For this matter, we have this Feature Request in our Ideas portal which you can up-vote and leave your thoughts in a comment.

Let us know if you have any questions.

Best,
Iman

[Shannon Woodward]

Hi all - we want to make sure that comments from Jira DO NOT post in SFDC on cases... can someone help me make sure I have the right setting toggled on or off to ensure that comments in Jira tickets do not transfer to the comments on the SFDC case?

[Iman Hashemi]

Hi @Shannon Woodward 

Please note that Connector for Salesforce & Jira does not post any comments on the other platform, but instead it allows you to view Jira comments in Salesforce and view Salesforce comments in Jira.

However there is a feature in the Salesforce Package called Chatter Feed and if that is enabled, it will post Jira comments as Chatter for the associated Cases. If you do not wish to utilize this feature, feel free to disable it.

• Configuring Chatter 

Hope this helps and if you need further assistance, feel free to reach out to Appfire support.

Cheers,
Iman

[SwanLeap Dan Rothe]

1. Log in to Jira as an admin.
2. In the top bar, click "Apps" -> "Salesforce".
3. Click "Connections" in the sidebar.
4. Find the connection you need to update. Click "Configure" next to that connection.
   Under "Available Salesforce Objects", you should see "Case". Next to "Case", click "Fields".
5. At the bottom of the "Case" popup, you should see a select dropdown for adding new fields. Select "Internal Comments", then click "+ Add".
6. Click "Next" to close the popup.
7. Click "Apply Changes".

To test, find a Jira project connected to Salesforce with the Connection you configured.

Find a Jira issue which is linked to a Salesforce case with comments.

You should see "Salesforce Comments" next to "Comments History, etc".

To force-update the Salesforce comments in Jira, click "Associations" in the Salesforce field of a Jira issue, click "AUTO-PULL", then click "Pull".