Are you in the loop? Keep up with the latest by making sure you're subscribed to Community Announcements. Just click Watch and select Articles.

×
Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

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

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.

3 answers

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:

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

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!

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

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?

  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".

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events