The Jira Salesforce Data Sync plugin allows you to sync Jira and Jira Service Management issue fields to Salesforce CRM object-like cases. This guide demonstrates how to sync Jira and Jira Service Management issue fields to the Salesforce Case object.

1. Configure Salesforce App

To configure the Salesforce app please make sure that you have System Administrator access to your Salesforce instance in order to complete this step and connect your Jira and Jira Service Management to Salesforce.

2. Issue Mapping

• Under the Configure Issue Mapping tab, you can click on the Add Project button to map an issue type of a project with a Salesforce object Case.

• Select the Jira project from the Jira project dropdown and click on Next.

• Click on the Add Issue Mapping button to map an issue type of the selected project and with a Salesforce object.
• Select the issue type from the Jira Project Issue Type dropdown and then select Case from the Salesforce Object dropdown and click on Save.

• Now we will be mapping the fields of the salesforce Case object with the fields of the selected issue type in the Map Issue fields to Salesforce fields section.
• Search for Name from the Add New Salesforce Field dropdown, select it, and click on Add Salesforce Field button to add a new mapping record.
• You can click the Add Salesforce Field button to add a new mapping record. This will populate the Salesforce SuppliedName field.

• Now map the Salesforce SuppliedName field to the Jira/Jira Service Management to Summary field. You can select the Summary field from the Select Field dropdown.


Note: While creating an issue of the mapped issue type under the selected project please make sure that the length of the summary field is less than 80 characters as it is mapped to the salesforce SuppliedName field and it accepts values that have characters less than 80. If the length of the value present in the summary field is greater than 80 then the record will be rejected by Salesforce.

• Finally, you can click the Save Object Mapping button available in this section to save the entire mapping.

• The above diagram explains various sections of a block of field map in detail.
• Now whenever a ticket is created/updated for the mapped issue type of the selected Jira project the summary field of the issue will be synced to the Salesforce Case object as the summary field is mapped in the plugin.
• If you want to map other issue fields with other fields of your salesforce object, then you need to create a map between them as well. You can add additional fields for mapping using the Add New Salesforce Field dropdown.

Points to Remember

• While creating the mapping please make sure to map all the required fields of the Salesforce object because if data is not synced to the required fields of a Salesforce object then the Salesforce doesn’t create a record.
• While creating a mapping please make sure that the data type of the mapped Salesforce and Jira fields are the same. For example: a boolean field cannot be mapped to a picklist field. Also while mapping a Jira/JSM field with a picklist-type field of Salesforce please make sure that the Jira field only contains the values valid of the mapped Salesforce picklist field.
• Please make sure that you map a Salesforce reference type field to a Jira/Jira Service Management field which contains an 18-digit Salesforce record ID. If you map a Salesforce reference type field to a Jira/Jira Service Management field that does not contain an 18-digit Salesforce record ID then Salesforce will reject the record it means the issue fields from Jira/Jira Service Management will not be synced to Salesforce.
• It is recommended to first create a field mapping with only the string type fields of Salesforce initially. Once the sync starts working you can create mappings with other types of Salesforce fields as well.