Synchronizing Jira Service Management Customers and Salesforce Customers via API or App

[Johan Markström]

Hi!

One of our customers need help integrating Jira Service Management with Salesforce. Apart from linking certain fields in a JSM request with a Case in Salesforce, the customer also needs automated Customer syncing. The current setup is JSM Cloud on a standard plan.

Use case: 

When an Opportunity in Salesforce is closed (i.e. a new deal is made/new customer) they need for a new customer account to be created in a correlating JSM project. 

When the Opportunity in Salesforce is canceled (whatever it's called, when the customer stops being a customer) the cusomer account in JSM needs to be removed.

I can't find any information about an API call that creates a customer account in JSM, apart from this Atlassian Developer documentation, and  this doesn't give me the option to specify JSM Organization, JSM project etc. 

Grateful for input!

[jennifer.dempsey_Appfire]

Hi @Johan Markström 

I'm the Product Marketing Manager for Appfire's Connector for Salesforce and Jira.
This is not possible directly with our app but there is a workaround. 

1) You can create an automatic pull of data from Salesforce with the help of an Apex trigger

2) You can automate creating new customer accounts by email (Jira field) with the help of Automation for Jira

If you would like assistance setting up this automation, I'd be happy to raise a ticket with our Support team on your behalf. 

I hope that helps!

[Johan Markström]

Thank you for your suggestion! I found the action for creating a Service Desk customer in Jira Automations, and in combination with the Incoming Webhook trigger this can be done dynamically. The Incoming Webhook trigger doesn't seem to be very secure though, do you know of a way to include some kind of authentication for the incomin webhook trigger?  

[jennifer.dempsey_Appfire]

I'm glad you found the suggestion helpful, Johan! I'm not aware of what kind of authentication you could use but my team is discussing it and I hope to have a suggestion for you on Monday. 

[Syed Majid Hassan -Exalate-]

Hi @Johan Markström

This is Majid @ Exalate. 

Thank you for sharing the detailed use case. You can set up an integration between Salesforce and Jira using an app such as Exalate. Now the opportunity closure will act as a trigger for the creation of a Jira account + a special ticket associated with the new account. Now any changes to the account on Salesforce end will continually be updated on the Jira end and the deletion should also be possible. It is a very customized use case but can certainly be scripted out with Exalate. 

Hope it helps. 

Thanks

Majid

[Aditya_miniOrange]

Hi @Johan Markström 

I am Aditya from the Product Marketing team in miniOrange.

I believe our plugin User Sync, SCIM for Jira plugin for Jira cloud can satisfy your use case of creating/syncing a customer from Salesforce to JSM projects. 

You can reach out to us at atlassainsupport@xecurify.com to discuss to probable solution in detail. 

Thanks,

Aditya Kekre