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Integrate with SalesForce Service Cloud

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

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What does the integration offer?

Use the integration to send Salesforce Service Cloud cases to Jira Service Management with detailed information. Jira Service Management acts as a dispatcher for Salesforce Service Cloud cases, determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

This document describes how to configure the integration and details of data that Jira Service Management receives from Salesforce Service Cloud.

How does the integration work?

  • When a case is created by Salesforce Service Cloud, an alert is created in Jira Service Management.

  • When the case's state is changed to Working in Salesforce Service Cloud, the corresponding alert is acknowledged in Jira Service Management.

  • When the case's state is changed to Closed in Salesforce Service Cloud, the corresponding alert is closed in Jira Service Management.

  • If Send Alert Updates Back to SalesForce Service Cloud is enabled, actions for Salesforce Service Cloud are executed in Salesforce Service Cloud when the chosen action is executed in Jira Service Management for alerts which are created by the Salesforce Service Cloud integration.

  • These action mapping features are explained in detail in the Action Mapping Feature section below.

Set up the integration

Salesforce Service Cloud is a bidirectional integration. Setting it up involves the following steps:

  • Add a Salesforce Service Cloud integration in Jira Service Management

  • Configure the integration in Salesforce Service Cloud

Add a Salesforce Service Cloud integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a Salesforce Service Cloud integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “Salesforce Service Cloud”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the API URL.
    You will use this URL while configuring the integration in Salesforce Service Cloud later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Salesforce Service Cloud

To configure the integration of Salesforce Service Cloud with Jira Service Management, complete the following steps:

  1. Download the jsmClass.apxc file.

  2. In SalesForce Service Cloud, select Settings > Developer Console.

  3. On the Developer Console page, select File > New > Apex Class.

  4. Copy-paste jsmClass.apxc.

  5. Select Save.

  6. Download the jsmTrigger.apxt file.

  7. On the Developer Console page, select File.

  8. Select New > Apex Trigger and copy-paste jsmTrigger.apxt.

  9. Paste the API URL previously copied from Jira Service Management into the endpoint field in the trigger function.

  10. Select Save.

  11. Go back to the SalesForce page and select Setup.

  12. Go to Setup > Security > Remote Site Settings.

  13. Add a new remote site and name it JSM.

  14. Paste the URL copied previously into Remote Site URL.

  15. Select Save.

To use the forwarding feature of the integration, add "jsm-alias" field to Cases.

Action mapping

In Jira Service Management, you can define mappings between Jira Service Management actions and Salesforce Service Cloud actions.

For alerts created by Salesforce Service Cloud

  • Use this section to map Jira Service Management actions to Salesforce Service Cloud actions when the source of the alert is Salesforce Service Cloud (i.e When the alert is created by Salesforce Service Cloud integration.)

  • Map different Jira Service Management actions to different Salesforce Service Cloud actions. For example, set case status to Working in Salesforce Service Cloud, when the alert is acknowledged. In order to do this, define If alert is acknowledged in Jira Service Managementset case's status to Working in Salesforce Service Cloud. mapping in Send Alert Updates Back to Salesforce Service Cloud section.

  • a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When one of these actions is selected, an extra field appears to enter for which tags or for which custom action this mapping works.

  • Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty to have the mapping to work for any tag.

  • If an Jira Service Management action is mapped to multiple Salesforce Service Cloud actions, an error occurs except for the a tag is added to the alert and a custom action is executed on alert actions. Save multiple mappings for these actions because they differ by the given tags and the given custom action names.

For other Jira Service Management alerts

  • Use this section to map Jira Service Management actions to Salesforce actions when the source of the alert is NOT Salesforce (i.e When the alert is created by another integration.)

  • For this purpose, use Create Salesforce Issues for Jira Service Management Alerts section. In order to use this functionality, map one Jira Service Management action to create an issue Salesforce action. The Jira Service Management action doesn't have to be alert is created, it can be other actions as well.

  • a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When one of these actions is selected, an extra field appears to enter for which tags or for which custom action this mapping works.

  • Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty to have the mapping to work for any tag.

  • If an Jira Service Management action is mapped to multiple Salesforce actions, an error occurs except for the a tag is added to the alert and a custom action is executed on alert actions. Save multiple mappings for these actions because they differ by the given tags and the given custom action names.

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