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JIRA/ Salesforce Connector

John Holloway

Hello,

We have recently set up the JIRA/Salesforce connector and having some current struggles with mapping the assignee field from Salesforce to Jira. We are currently utilizing the case object to manage internal cases and we have a ID reference field that looks up to the user name "Salesforce Core Team Assignee". We added this field to the mapping and When attempting to create a jira story directly from the case in SF and save I am presented with the following error "Salesforce Core Team Assignee: id value of incorrect type: 5cdc6c9418de8f0dc354f98".

When we removed this field from the mapping and continued with submission we did not receive an error and successsfully created the JIRA story.

A few questions:

* Has this issue come up in the past?

* Do we need to map to a certain ID value field in Salesforce or can we customize the process around mapping the assignee of the case to the assignee field in JIRA?

Thank you

John H

Jholloway@usaforunhcr.org

Comments

Sayed Bares [ServiceRocket]

Hi John,

Welcome to the community!

May I know which app you are using to integrate Jira with Salesforce?

John Holloway

yes Jira Connector https://marketplace.atlassian.com/apps/1214214/connector-for-salesforce-jira?tab=overview&hosting=cloud

Sayed Bares [ServiceRocket]

@John Holloway you may want to contact ServiceRocket Support team at apps.support@servicerocket.com or live chat support to further look into this.

Julian Aidil [ServiceRocket]

Hi John,

Julian from the ServiceRocket team here.

We notice your post and raise a support ticket in our portal to help with the issue that you are currently having.

Best Regards,
Julian.

Syed Majid Hassan -Exalate-

Hi @John Holloway

Welcome to the community. This is Majid @ Exalate.

It seems that the AccountID from Salesforce is being sent over to Jira i.e. it would be meaningless for Jira. There are several ways to do what you are looking for:

Create a mapping of Salesforce AccountIDs and Jira AccountIDs so that Jira "knows" who to assign the issue to. This should be the simplest solution, but not saleable as you would continually need to add to these mappings when the user set changes on either system.
Identify a common attribute between the users on both systems, most likely the email address, and use that to "inform" Jira who the correct user is.

The exact mechanics of the solution would depend on the solution you are using of course. For instance, Exalate takes the second approach and it works painlessly.

Hope it helps.

Thanks

Majid

John Holloway_vp7h60

Is it possible for us to hop on a call?

- what do you mean by creating a mapping of Salesforce Account ID's? will this assign the appropiate user to the Jira ticket as the assignee?

Diana_Architect_ZigiWave

@John Holloway hi. Just to add another possible solution - ZigiOps. Check it out. It's 100 % no-code. It comes with advanced mapping functionalities which I believe would be useful in your case. If you want to know more, feel free to contact our tech team to see ZigiOps in action.

Regards, Diana (ZigiOps)

Syed Majid Hassan -Exalate-

It really depends on the config, and yes sure, I would be willing to take a quick look to see if I can help.

Thanks

Majid

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