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Jira + Salesforce Integration Made Easy

Jira and Salesforce Integration Made Easy

Many businesses rely on several collaboration tools to improve their customer experience and team engagement. Certain tandems provide excellent business results in numerous areas, the best ones being the comprehensive solutions Jira and Salesforce, the synergy of which significantly increases productivity and automates work in both applications.

Salesforce CRM collects and analyzes information about customers and prospects, presenting it as reports and visualizations. Jira tracks issues and the overall progress of each project.

Jira Salesforce integration will allow you to get a glorious return on your investment in both tools. However, before getting into the details of the process, let's take a look at the capabilities of these two platforms and the benefits of integration.

About Salesforce

The cloud-based business CRM from Salesforce enables users to track, analyze, and store crucial customer details in a centralized database. Besides, this data is processed to provide clients with personalized services and constructive interaction through any channels.

About Jira

Besides its direct function to track progress and issues, Jira aids users in automating workflows and manage projects through various packages, such as software, helpdesk, and many more. The ability to work with both Kanban and Scrum boards has made this solution popular among developers building mobile and web apps.

Jira And Salesforce Integration Opportunities

Salesforce Service Cloud Jira integration aids users in controlling their projects and tracking their actions with seamless CRM functionality. Data sync between both systems enables teams to work synchronically, see each other's actions, and analyze real-time results. Transparency makes teamwork easier, communication seamless and consistent, and allows teams to resolve customer problems faster.

Jira SFDC integration cancels the need for team members to navigate between channels to respond to a new request or find up-to-date customer details. Combining these tools can minimize manual processes and resolve significant business issues. Some key benefits include:

  • High transparency and productivity in all business processes;
  • Stronger team communication and interaction between teams;
  • A complete understanding of how the team resolves each client's query;
  • Improved customer support and retention;
  • Effective project development and implementation management;
  • Enhanced issue-tracking and consumer-request handling.

Integration Benefits

A Salesforce and Jira integration proffers many features and capabilities to optimize your business. We list some of them below.

Single Source

By saving project details to Salesforce CRM and linking tasks and activities to Jira issues, you get a single and relevant database for all your teams.

Project Roadmap

This capability makes it easier to understand the specific product that you are working on. Besides, the project plan lists the various actions that need to be taken to complete the work and sets both long- and short-term goals.

Effective Collaboration And Timesaving

Salesforce CRM is designed for productive collaboration and offers customizable templates and a smart text editor for the development of collaborative documents. The Jira and Salesforce integration improves communication by enabling teams to view the information in a way that is convenient for them.

Ease Of Providing Documentation To Project Representatives

Users and support teams will quickly update verification documents related to the tasks they are constantly faced with. Plus, reliable connections ensure that the right participants have access to the files they need at all times.

Time Tracking

This feature permits the company to record how much time users spend on each task, which helps their colleagues track individual progress and get a rough idea of ​​how long it will take to complete a project.

Useful Dashboards

You will gain a complete understanding of your company's performance based on critical factors, such as the industry’s dynamics, consumer behaviors, and more. Then, you can create visualizations and produce accurate reports for your company.

Improved Reporting And Analytics

With the Salesforce and Jira integration, your sales and marketing reports will only show up-to-date information. You will also have access to information related to Jira issues, such as a quick overview of cases associated with Jira by status or the total number of issues that have been resolved.

The connection supports security-based limitations that restrict the number of teams or members that may work on an issue. In addition, the default authorization scheme periodically adds new actions and assignments.

The Salesforce and Jira Integration Can:

  • Link Salesforce cases (customer issues, comments, FAQ, feedbacks) to Jira issues
  • Formulate a Jira issue from Salesforce
  • Set up and merge Jira custom fields with Salesforce CRM
  • Get statistics and issue status from Jira
  • Link the product line items of a contract to Jira issues
  • Sync data automatically
  • Retrieve the task status from Salesforce

Requirements for Jira Salesforce Integration

You need:

  • Jira and Salesforce admin accounts
  • Knowledge of both Jira and Salesforce

How to Ensure Effective Integration Between The Two Platforms

  1. Make sure your data is updated and complete so that you can trace it back to the appropriate source if needed.
  2. Provide specific nomenclature for cases that carry over to both platforms so that you can quickly link them.
  3. Keep Jira and Salesforce support documentation and contacts on hand, especially if you decide to apply the custom API approach.

How To Integrate Jira With Salesforce

You can do so in several ways – by downloading integration apps on the AppExchange or finding third-party Salesforce JIRA connectors on the Atlassian marketplace.

The ServiceRocket Connectors

ServiceRocket is an Atlassian-verified provider that offers such types of Jira integrations: Cloud, Server, and Service Desk Connector. The Servicerocket Salesforce connector allows users to instantly sync data and efficiently deal with Jira issues, product releases, customer interactions, and other tasks. It applies the Jira API token to mount an authorized connection of the Jira server and cloud. As a result, Salesforce customers can view messages on both platforms and track Jira issues directly in Salesforce. In addition, ServiceRocket has a Salesforce Jira confluence integration connector that allows business users to view live Salesforce and Jira objects and data without switching to another system.

Servicerocket Jira Salesforce Connector Features

  • Data sync

Aggregated comments and automatic synchronization ensure that all issues are relevant, consolidated, and accessible for service delivery and better decision-making.

  • Fast installation

Automated workflows deliver the right resources at the proper time, in the least amount of time.

  • Quick view panel

The interface lets you customize the appearance of the problem. You may hide or show more fields or change their layouts. Availability is subject to change based on your requirements.

  • Reporting

You can display all synchronized records with operation details through this function.

  • Search capabilities

The search capabilities for cases/other details will be improved as it allows you to process records from an external system.

Benefits

  • View, formulate, and associate Jira issues directly in Salesforce.
  • Select the Salesforce objects and fields for the Jira Server.
  • Generate and link Salesforce objects to Jira issues.
  • Drive changes to/from Salesforce.
  • Connect a Jira server to various Salesforce instances.
  • Have a summarized view of comments from the linked Salesforce cases.
  • Link each connection to many Jira projects.

Limitations

When compiled with another product, the user interface is not updated and looks outdated.

The app is not optimized to handle large numbers of records. As a result, you can run into a lot of problems when syncing data on custom objects.

Salesforce Jira RESTful API Integration

If you need to have complete control over the integration among Service Cloud and JIRA and know how to work with APIs, you can use custom web services. For example, Salesforce offers SOAP and REST-based APIs that enable you to create records, query data, and make updates to approved external systems. Salesforce can also create API calls to the JIRA endpoint to update fields, create new tickets, or add new comments/attachments.

Jira REST is used to interact remotely with the Jira Server applications. The Jira Server framework presents REST APIs for standard functionality, such as workflows and tasks.

The Jira Software and Jira Service Desk apps also provide REST APIs for specific application functionality, such as consumer requests (Jira Service Desk) or sprints (Jira Software).

This method lets you track and update various Jira issues directly from Salesforce using Salesforce triggers. The REST API Jira function returns a JSON response. You can use the HttpResponse and HttpRequest methods in Apex to get/post REST URLs, and JSONParser to parse the JSON response. These functionalities make it easy to retrieve data and sync it across various apps.

The Jira REST API returns just parts of a resource when explicitly requested to simplify API responses. This helps avoid problems if you ask for too little or too much information.

Jira uses two types of pagination for the Apex callout:

  • HTTP calls to a service that uses JSON as its medium and relies on the REST APIs provided by the external service.
  • Web service calls to SOAP web services that use XML as the mediator and WSDL to generate a code.

JIRA API Implementation

REST stands for Representative State Transfer. Systems that validate REST constraints are called RESTful systems. REST typically communicates over HTTP and provides its services over REST URLs — the method relies on the direction of data transfer.

The user must have the permissions for most of the operations with this API, and the application must have scopes to allow the procedure.

  • Administration of the cloud site.
  • Jira app and administration.
  • Access to the Jira projects.

Jira REST API is protected, so you need to log in to integrate. If you do not have the required permissions in Jira, you cannot view these objects. The alternative methods of authentication are HTTP Basic and OAuth (when using SSL). Other supported methods include trusted applications and HTTP cookies.

The REST API pagination increases the performance of operations that can return an extensive set of items. In addition, the Jira Cloud Platform REST API employs HTTP status codes. In addition to returning an error status code, operations can return a response with error information.

Benefits

  • Complete control over what data is sent.
  • No ongoing costs for a license through the connector.

Limitations

  • Rebuild most of the functionality available out of the box with connectors.
  • Require development resources on the Jira and Salesforce.

Integration With Third-party Jira Salesforce Cloud Connectors

Integration between the two systems is difficult and JIRA requires a more complex configuration as it provides a unique set of features. To create an interface or API, the development team and application designer will have to propose and create a solution according to the client's demands. All this requires investment, infrastructure setup, and time. Therefore, it is sometimes easier to use ready-made connectors that are abundantly available on the market.

Workato

With this low-code solution, you can implement customized integrations to suit your business needs with no coding knowledge.

Workato Features for Salesforce and Jira

  • Integration without code

Integration with Workato can be done without coding.

  • Instant deployment

The connector is installed within a few minutes.

  • Cloud and local

It is a solution into which you can integrate internal or cloud applications. No configuration is required to perform any form of cloud integration, while on-premises require an intervention.

  • Intelligent data loss protection

Benefits

  • Gaining points of interaction with customers online and offline.
  • Providing a secure channel for sending requests to and receiving from an external system.
  • Customer support management.
  • Synchronizing data in both directions.
  • A 30-day free trial.

Limitations

  • High costs that may be unacceptable for startups and small companies.
  • Client support’s reactivity could be improved.
  • Technical issues may arise when integrating custom objects.

Zapier

Connector integrates Salesforce to all the web applications and online services you use, automating the entire workflow by moving and copying data, and shows strong reliability to its users. You can hook up two or more applications to automate monotonous tasks without resorting to programming and without asking developers to build the integration.

Opportunities for Zapier Salesforce Integration with Jira

  • Middleware

Providing a solution as middleware that many apps can be connected to, such as LinkedIn Ads, Google Sheets.

  • Comprehensive solution

Connecting the most popular web apps through connections called Zaps. Zapier can trigger these multi-app workflows from a single event.

  • Process automation

Intensifying the client experience with automated workflows that deliver the resources they need, when they need them, in a fraction of the time.

Benefits

  • Performing various roles for app integration, provided that the organization's customers use Zapier.
  • Easy setup without coding.
  • Flexible pricing to suit any budget and requirement, with a free trial.
  • Tracking history, which displays all Zap users’ activities.

Limitations

Integration With The ServiceRocket Connector

This Connector enables users to easily sync Salesforce data with the Jira platform and approach customer interactions, problem-solving, and many other tasks from a single platform. It applies the Jira API token to initiate a link to the Jira Cloud and Server.

The Classic Server Connector and the new Server Connector are different. While the Classic Server requires manual configuration by Salesforce admins utilizing the Apex triggers, classes, and Salesforce, the new Server Connector simply uses a package managed by Salesforce. Here are the steps required to integrate Salesforce with Jira using the ServiceRocket Connector:

Installing the Connector in Jira

  1. First, log into your Jira account, go to the Settings, and look for “SearchRocket Connector” in the Apps section. Then, visit the official store to buy a connector or start a trial.
  2. Install the Salesforce Package.
  3. Once you’ve installed the pack for your Jira account, do the same for your Salesforce org. To do so, you need to find the connector on the Salesforce AppExchange and upload it to your system.
  4. When you press the “Get Now” button, a dialog box that offers you installation options — production and sandboxing — opens. The choice of option depends on your needs.
  5. Once the installation is complete, open the Installed Packages page on your Salesforce account.
  6. Next, build a remote site to connect Jira to Salesforce. In the quick-search bar, find the parameters for the remote site, press on them, and use the new button to append the site name and URL. Press "Save" to complete the process.

Configuring Jira for Connect to Salesforce

  1. Once you are done installing the Salesforce package, open your Jira account, go to Configurations, and pick “Connections.”
  2. Once the Connections window opens, choose an option to connect to Salesforce. Give the connection a new name, and press “Add.”
  3. Before utilizing the connection, it must be authorized. Click on "Authorize" and select "Sandbox" or "Production." You will then need to sign in to your Salesforce account and import data from there as compact fields.

Junction with Jira Salesforce Cloud Connector

Joining Jira to Salesforce is simple if you know the basics. If you are utilizing the Jira Cloud, you can generate a Salesforce Jira integration API connection by following this procedure:

  1. Go to “Settings” in Salesforce.
  2. In Salesforce Classic, pick “Settings.”
  3. Choose “Package,” then “Installed Packages.”
  4. Press “Jira Cloud for Salesforce” and “Configure.”
  5. A special dialog box will prompt you to make an API access token. For example, in Jira Cloud, press the Jira symbol in the upper left corner of the screen, then go to “Salesforce Connections.”
  6. Select a connection, then click on “API Access Token.” It will appear in a pop-up. Next, you need to copy the API access token to the Salesforce screen and save it. Salesforce should now be linked to the Jira Cloud.

Salesforce Jira Service Desk Integration

The process comprises two parts:

Part 1. Choosing an integration user

You will need to install an integration user before you build a connection. Then, append your connection to Salesforce.

  1. Select an integration user with a Jira account specially created for this purpose. For more information, see the "Configuring an Integration User" section.
  2. Go to “Add-on / Application Management.”
  3. Select “Settings” in the sidebar, under Salesforce. On the Settings screen, select an integration user for the Salesforce package to call the Jira APIs on behalf of.
  4. Press "Save."

Part 2. Appending a new connection

  1. Select “Connections” in the sidebar under Salesforce.
  2. In the Salesforce Connections pane, press “Add Connection.”
  3. The New Connection appears in the dialog box.
  4. Give the connection a name, then press "Add."
  5. The connection will be appended to the list of connection names, but will not be authorized yet.
  6. Press “Authorize” in the Operations options.
  7. Choose the environment — production or sandbox.
  8. Press “Authorize.” Next, you will receive a code that must be entered at https://login.salesforce.com/setup/connect

Important: When logged in to enter the code, the user becomes a “Salesforce Integration User.”

  1. Once the process is complete, go back to your Jira instance and press Login. If the status displays "Authorized," the process was successful.
  2. Then, you may import layout fields from Salesforce and populate the fields and objects available through the connection you built.
  3. Press “Import” to continue.

Linking a Jira project to a Salesforce connection

You will need to link a Jira project to a connection before linking a Jira issue to a Salesforce object and syncing them. The way you will set up a connection to Salesforce depends on the version you have — Cloud or Server.

  1. Navigate to Apps, and then, in the sidebar under Salesforce, select “Connections.”
  2. On the bindings screen, tap the “Add” binding. The New Binding dialog box will appear.
  3. Select the project you want to bind as well as the connection you want to attach it to.
  4. Press “Add.”
  5. If successful, it will prompt you to create default mappings for the supported issue types using Salesforce Case, but you can map to other objects later.
  6. Select the issue types for which you want to build a default mapping. Then, press “Create.”
  7. If successful, the newly added binding will be displayed on the Bindings screen.
  8. Setting up an integration user. On Jira Server, we recommend you configure an integration user to use only with Connector for Salesforce and Jira. This Jira user will only be used as an integration user for the Connector to sync between Jira and Salesforce reliably.
  9. Go to Salesforce > Settings. Open the menu and find the Jira user you previously created as an integration user.
  10. Then, press "Save."

Limitations

While this way of integrating Salesforce with Jira has proven productive in organizations, it has several limitations.

  • You may link each Jira instance from your account to up to 300 Salesforce objects. Jira enforces this limitation to get rid of storage performance issues.
  • There is no user support in Salesforce Essentials and Next Generation Jira Projects.

Integration via Jira RESTful API

When requiring comprehensive control over the integration process between Service Cloud and JIRA and understanding how to work with APIs, custom web services are worth looking into.

Below is the step-by-step process you need to follow to use those.

Stage 1. Enable External Server Calls in Salesforce

Sign in to your Salesforce account, go to Settings and select “Security Control.” Then, add a new remote site by specifying the Jira name and URL as the remote site URL. When finished, press "Save."

Stage 2. Retrieve Jira Issue Keys

Then, you must get the Jira issue key and apply it to generate an outbound map to map out the key to just create text fields. Start by creating a text box from Customization, customize it, and select “Margins.” Next, append a custom domain and mark it Jira_key.

Stage 3: Configure the Apex Class in Salesforce

Go to the Application Configuration section, choose “Development,” and pick the Apex Class section. Press “New” to add a new class and write the code for the Salesforce Apex class.

Stage 4: Use the Apex Class with Salesforce Triggers

At long last, you need to gain the Salesforce Apex class to connect to your Jira instance by changing the URL fields, username, password and replacing them with Jira account credentials. Next, append trigger code to the Apex class that you wrote in the previous step. Apex triggers auto-generated Jira issues from Salesforce objects and will have to be designed and deployed manually. For Salesforce Enterprise and Unlimited, you need a standard deployment.

When you create a new Salesforce request, it will automatically sync to your Jira account utilizing the REST API.

Creating Jira Issue through Salesforce

Before the integration, configure user access to the fields and projects in JIRA. Otherwise, errors may occur.

To build JIRA issues and subtasks (if the settings allow it), request to JIRA API endpoint / rest / API / 2 / issue / bulk with POST method permits creating various issues or subtasks in one bulk operation (with the current API version - 2). A symbolic version, also called the latest, matches the latest version supported by the JIRA instance.

Resource URIs present the following structure:

HTTPS: // <site-url> / rest / API / 2 / <resource-name>

Use a request / rest / API / 2 / issue POST if you are creating a single issue.

Important: In the event of a JIRA error, the JIRA API call returns an error with HTTP code 400 and errorMessages in the body of the JSON response with a description of the error.

Getting Issues from JIRA to Salesforce

  • The GET request / rest / API / 2 / project is used to get all projects in Jira.
  • The HTTP method GET / rest / API / 2 / project / {projectIdOrKey} gets details about the project, where projectIdOrKey is the project ID or project key.

Integration by Workato

Workato provides the complete transparency of logical steps and information flow, calculations, business rules and checks, formulas, and dependencies in a single user interface. Thus, it is easy to understand for both technical and business users. If your choice fell on Workato, you can create a simple workflow between Salesforce and Jira by doing as follows:

Stage 1. To create a new recipe, you need to establish a connection. To do this, pick the app and the trigger event. Since the Jira app syncs with Salesforce, unite the apps with Salesforce and Jira accounts.

Stage 2. Once the triggers and connections are defined, create the action.

How a New or Updated Issue Syncs Between Jira and Salesforce

When a new release is created in Jira, Workato searches the Salesforce dashboard for a matching case and looks for the corresponding Salesforce account with the Jira key. If no account is found on Salesforce, Workato creates a new one. If no corresponding account is found on Salesforce, Workato creates a new case. If a case is found in Salesforce, Workato will update.

How a closed Jira Issue Gets Closed In Salesforce

The trigger fires when an issue in Jira gets the Closed status.

Workato searches for Salesforce cases for a matching Subject query and updates the status to “Closed” in Salesforce, if necessary.

Example: A customer contacts support and complains about a problem on your web page. The support operator registers the interaction with Salesforce and creates a case. The recipe syncs the issue with Jira so the tech team is immediately aware of the complaint. And every time the case is updated, the formula goes into effect and ensures that both systems display accurate and up-to-date information.

Conclusion

The primary reason why organizations are adopting integrated systems is  because they need to improve the quality and productivity of their operations. Indeed, different teams can communicate with each other through integration, which significantly speeds up information flows, streamlines processes, and ensures streamlined collaboration and interaction with customers.

Integrating Salesforce and Jira permits companies to get the most out of their processes and apps. In most cases, you can take a do-it-yourself approach to data merging. Still, we recommend you hire a skilled Salesforce developer for more specialized integrations as this is a technical procedure that requires technical expertise.

Wish to benefit from JIRA's integration with Salesforce but don't want to go deeper into the integration jungle? Ergonized will bring Jira and Salesforce together into a single platform, dramatically improving cross-functional processes in your company. In addition, our experts will create a personalized and secure integration experience to ensure you connect the information you need and maintain the integrity of your data. So, if you're looking to begin this process, contact us!

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Written by

Arthur Koryaka

Starting from 2007, Arthur managed to successfully help automotive, insurance and healthcare industries to adopt a CRM system. As an experienced consultant, Artur proved his practical knowledge by passing certifications for the different Salesforce roles. Over the years, Arthur is developing his expertise in the financial industry and helps clients migrate to Finance Sevices Cloud.

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