7 Ways to Salesforce and Jira Integration

Salesforce to Jira integration allows you to connect your Salesforce objects with Jira products.

This integration empowers your support team to synchronize seamlessly with the engineering, product, and marketing teams to get a complete view of the customer life cycle. By prioritizing and resolving customer issues quickly, the integration helps streamline customer service. The flow of information can be one-way or bi-directional between the two platforms in this integration.

JIRA Project Management Tool

JIRA enables organizations to track bugs, issues, and the progress of various tasks related to software and mobile applications under development. With its powerful dashboard and feature-rich interface, tracking these tasks is made extremely simple. JIRA core includes programs such as JIRA software and service desk, which simplify tasks like generic project management and agile project management.

Some key features of JIRA

• Updates are provided in real-time: JIRA delivers critical business information updates on a real-time basis via email.
• Bug-tracking: JIRA offers an integrated bug-tracking system. A bug can be limited to a certain number of people or teams, based on security restrictions. By default, projects and tasks are assigned to it based on its Permission Scheme.
• Integrate with a variety of tools: With JIRA, Users can integrate Salesforce, GitHub, Tempo, EasyBI, etc. As well as all the other tools they may use to solve issues. This allows IT and software teams to work together and resolve issues quickly and efficiently.
• The Agile Development Process: Scrum and Kanban boards can be seen as a smooth and easy way to work with JIRA. As a fundamentally Agile system, JIRA asks users to choose a project type upon creation of a project as Scrum or Kanban. To create boards, it even supports the Scrumban (Hybrid of Kanban and Scrum) methodology.

Introduction to Salesforce

Salesforce is a CRM software tool that helps organizations manage their interactions with customers and prospects. It generates valuable data through these interactions, as well as offering data analytics and IoT products and cloud-based tools. This information is essential to businesses and can be used to gain valuable insights into their customers.

Some Key Salesforce Features 

Salesforce is a powerful CRM software tool that offers many key features for managing customer relationships and enhancing business performance. Some of its standout features include:

• Comprehensive customer data and history of interactions for enhanced contact management
• Interactive dashboards that provide a comprehensive snapshot of the company’s performance based on market trends and customer behavior
• Detailed views of customer data, buying patterns, and history for effective opportunity management
• Support for email integration with applications such as Microsoft Outlook and Gmail, including personalized templates and offline access to important emails.

Advanced use cases of Jira Salsforce Integration

1. Create and manage Jira tickets:
   The Salesforce support team can escalate a salesforce case as a Jira ticket. It permits the support reps to create, link/unlink, update, clone, and track a Jira issue without leaving the salesforce.
2. Adding attachments and comments:
   The Support team can add attachments and comments to an existing Jira ticket without leaving the platform. These attachments and comments help  sharing information between teams understand the customer issue and speedy resolution of customer issues.
3. Search for existing Jira tickets withi Salesforce:
   The support team can search for an existing similar Jira ticket before creating a new Jira ticket. If the existing ticket is solved, it can be used as a knowledge base for the speedy resolution of the escalated case; otherwise, the escalated case can be linked to the existing ticket.
4. Prioritizing Jira issues:
    The support team can mark the case priority as High, Medium, and low while creating a Jira ticket. This will help the product team prioritize the issues effectively.
5. Respond to escalated issues:
   This integration permits the engineering team to respond to the escalated issues from the Jira without switching the instance.

Check our portfolio for more synchronization use cases.

Salesforce to Jira integration can be very helpful in situations where sales and development teams need to work closely together. For example, when a sales and other teams receive a customer request for a new feature or a bug fix, they can create a ticket in Salesforce for issue tracking. This ticket can automatically be synced with Jira, allowing the development team to see the details of the request and begin working on it immediately.

As the development team makes progress on the ticket, updates can be automatically synced back to Salesforce, allowing the sales representative to keep the customer informed of the status of the request. Additionally, any comments or attachments added to the ticket in Jira can be automatically synced to Salesforce, ensuring that different teams have access to the latest information.

This real-time integration can greatly improve collaboration between business and technical users, leading to faster issue resolution and happier customers.

Ways to Integrate Salesforce with Jira

Following are the possible ways to integrate Salesforce and Jira.

1. Connector
2. Custom Integration

Connecting JIRA to Salesforce with the Peeklogic connector

Peeklogic connector is a Salesforce application that can be downloaded from the AppExchange and Atlassian marketplace. It allows users to integrate JIRA with Salesforce CRM. The users can quickly synchronize their Salesforce data with JIRA data using the Peeklogic connector. It allows users to handle JIRA issues, product releases, and customer interactions with no manual data entry. Service and Sales clouds are supported by this connector. It can Integrate multiple Salesforce instances with Jira. It offers a 60 days free trial period and along with this, it offers a $20 per month per user subscription with no minimum order OR any annual commitment.

Peeklogic connector is loaded with several features some of them are as:

• Supports flexible integration between Jira and Salesforce.
• Search for Jira Issues from Salesforce and link to Salesforce records.
• Add Comment and attachment to the Jira issue from Salesforce.
• It provides bi-directional sync of data between Jira and Salesforce.
• It is easily configurable/ customizable.
• It provides search functionality that allows users to search data from external systems.
• It provides real-time sync, which updates the external system immediately after the record is created/updated.

Steps to Install and Configure the Peeklogic Jira Connector

Step 1.  Installation of the Peeklogic connector package in Salesforce. Log in to your Salesforce org.

2. The ‘Install in Sandbox’ or ‘Install in Production option will now appear in a dialogue box. Select a proper place to install.

3. The package installation landing page will appear, where you can select whether the package is installed for admins, all users, or specific individuals you need to install. Depending on your needs, select the desired option.

Step 2.  Configuration of  Peeklogic connector package in Salesforce

Refer to the following link for Installation and Configuration

Following are the few other Connectors available in the market as well:

• Sinergify
• Go2Group
• zAgile
• ServiceRocket
• Workato

Integrating JIRA and Salesforce Using JIRA REST APIs

Data can be easily fetched and synchronized with multiple applications using JIRA APIs. The Salesforce APIs for JIRA require that the Salesforce Apex Class be implemented, to enable Monitoring and Updating directly from Salesforce.

Following are the steps we need to implement this:

• Step 1: The first step is to enable external server calls in Salesforce
• Step 2: Storing Jira Credentials in Salesforce
• Step 3: Performing Operation In Jira using REST API’s
• Step 4: Setting up API classes in Salesforce

1. Enable external server calls in Salesforce

A remote site setting must be created in the Salesforce Instance to enable external server calls in salesforce. Below are the steps to create remote site settings :

1. Go to setup and enter ‘Remote Site Settings’ in the quick find box
2. Select ‘Remote Site settings’ and click on ‘New Remote Site’
3. A form will open, fill out the Name and URL of the remote site settings, and click save.

2. Storing Jira Credentials In Salesforce
A custom setting can be used to Store Jira credentials in salesforce. The custom settings should have the following fields Jira URL, Jira Username, Jira Password, Jira API Token. These Credentials will be used later while making the API callouts.

3. Performing Operation In Jira using REST APIs

Jira provides a bunch of APIs to perform various operations from an External system to JIRA. Following is the link to the JIRA API document.
https://developer.atlassian.com/cloud/jira/platform/rest/v3/intro/

Let’s discuss a few APIs in brief.

1. Create Issue:
   To create an issue in JIRA from Salesforce we have to make a POST REST request. Below is the URL Endpoint to create an issue in JIRA.
   JIRA_URL/rest/api/2/issue

Follow the steps to create a Jira issue from Salesforce on case record creation with Salesforce Process Builder

1. Set up a process builder
   Following are the steps to create a process builder:

a) Go to setup and enter process builder in the quick find box and click process builder.

b) Click on the new button.

c) Enter the process name.

d) Choose the Salesforce object name and specify when to start the process.

e) Add criteria when the action should be invoked.

f) Click ‘Add action’ to add the action. Select Apex as the action type, specify the action name and the apex class.

@InvocableMethod(label='Create Jira Issue' description='Create Jira Issue from Salesforce.')

2) Get Issue:

To fetch an existing issue in JIRA from Salesforce we have to make a GET REST request. JIRA RESTful APIs use the issue key or Id to fetch an existing issue. Below is the URL Endpoint to fetch an existing issue in JIRA.
JIRA_URL/rest/api/2/issue/{issueIdOrKey}

Apex code is required to integrate salesforce to JIRA Instance. The below code will use the Jira API to fetch an existing issue from the JIRA instance using the issue id. The Jira APIs use basic authentication to authorize the API request.

public class JIRAWebserviceCallout {

    public static void getJiraIssue(String IssueId){
        try{
            //Querying the custom settings to fetch the Jira credentials
            Jira_Credential__c jiraCreds = [Select id, Jira_API_Token__c,Jira_Password__c,Jira_URL__c,Jira_UserName__c from Jira_Credential__c Limit 1];
            HttpRequest req = new HttpRequest();
            HttpResponse res = new HttpResponse();
            Http http = new Http();
            
            //Construct Authorization and Content header
            Blob headerValue = Blob.valueOf(jiraCreds.Jira_UserName__c+':'+jiraCreds.Jira_API_Token__c);
            String authorizationHeader = 'Basic ' + EncodingUtil.base64Encode(headerValue);
            req.setHeader('Authorization', authorizationHeader);
            req.setHeader('Content-Type','application/json');
            req.setHeader('accept','application/json');
            
            //Set Method and Endpoint
            req.setMethod('GET');
            
            //Construct Endpoint
            req.setEndpoint(jiraCreds.DemoNa__Jira_URL__c+'/rest/api/2/issue/'+IssueId);
            res = http.send(req);
            
            System.debug('ResponseBody::'+res.getBody());
        }
        catch(Exception ex){
            System.debug('ERROR:' + ex.getMessage());
        }
    }
}

3) Add Comment to an existing issue:
To Add Comments to an existing issue in JIRA from Salesforce we have to make a POST REST request. Below is the URL Endpoint to create an issue in JIRA.
JIRA_URL/rest/api/2/issue/comment

public class JIRAWebserviceCallout {

    public static void addCommentToJiraIssue(String IssueId){
        try{
            //Querying the custom settings to fetch the Jira credentials
            Jira_Credential__c jiraCreds = [Select id, Jira_API_Token__c,Jira_Password__c,Jira_URL__c,Jira_UserName__c from Jira_Credential__c Limit 1];
            HttpRequest req = new HttpRequest();
            HttpResponse res = new HttpResponse();
            Http http = new Http();
            
            //Construct Authorization and Content header
            Blob headerValue = Blob.valueOf(jiraCreds.Jira_UserName__c+':'+jiraCreds.Jira_API_Token__c);
            String authorizationHeader = 'Basic ' + EncodingUtil.base64Encode(headerValue);
            req.setHeader('Authorization', authorizationHeader);
            req.setHeader('content-type','application/json');
            req.setHeader('accept','application/json');
            
            //Set Method and Endpoint and Body
            req.setMethod('POST');
            
            //Construct Endpoint
            req.setEndpoint(jiraCreds.DemoNa__Jira_URL__c+'/rest/api/2/issue/'+IssueId+'/comment');
            req.setBody('{"body": "This is a test comment" }');
            
            res = http.send(req);
            System.debug('ResponseBody::'+res.getBody());
        }
        catch(Exception ex){
            System.debug('ERROR:' + ex.getMessage());
        }
    }
}

Following are the limitations of Custom Integration:

• RESTful APIs must be understood by users before they can use them. It can be challenging for beginner users.
• Not all users can easily access issues and projects. Users have limited rights to the JIRA REST APIs, which require them to have administrator permissions.

Why Choose Peeklogic Connector for Jira and Salesforce

A good Jira Connector can streamline and automate workflows, reduce the risk of errors and inconsistencies, and improve overall productivity. It can also provide real-time insights into project progress and help teams collaborate more effectively.

Peeklogic Jira Connector is designed to provide all of these benefits and more, with features such as customizable workflows, automated notifications, real-time synchronization, and seamless integration with Salesforce. Additionally, Peeklogic provides dedicated support and training to ensure that businesses can make the most of the Jira Connector.

Frequently Asked Questions

What are the benefits of integrating Jira to Salesforce integration?

• Jira to Salesforce integration can provide many benefits, such as improving collaboration between teams, increasing efficiency and productivity, and ensuring data consistency and accuracy between the two systems.

What are some of the key considerations when choosing an integration approach between Salesforce and Jira?

• When choosing an integration approach, key considerations include understanding your business requirements, the complexity of the integration, the level of customization needed, and the availability of resources and expertise.

How does Peeklogic Jira Connector help streamline the integration process between Salesforce and Jira?

• Peeklogic Jira Connector rovides a seamless Jira and Salesforce integration, offering customizable and flexible options that meet specific business needs. The Connector enables data synchronization, real-time updates, and field mapping between the two systems, which streamlines processes, saves time and reduces errors.