Ideas on tracking bug impact with multiple customers (Jira/Salesforce integration)

[Marije Pierson]

We use a Jira<>Salesforce integration to allow CS reps to log Jira issues for Engineering to address. Part of the data we sync is the revenue of the customer as well as their account status (eg. Active, Churned etc). This all works fine if one customer reports one issue.

However, if we have an issue that affects multiple customers, this means that:

• Revenue data should be calculated over the group (to get an idea of the affected potential cost)
• I don't know how to manage account statuses

Is there anyone who does something similar and have gotten around the issue of many-to-one in terms of data syncing/calculating? Is the sensible workaround to do something like create sub-tasks on a Jira issue for each affected customer? Perhaps I'm being asked for the impossible in terms of workflows :)

[Dhiren Notani_Exalate_]

Hi @Marije Pierson ,

Thanks for posting your question here, this is Dhiren from the Exalate Team.

I have seen a similar use-case some time ago, where there was a need to link multiple Salesforce tickets to a single Jira Issue and vice-a-versa and this was solved by using Exalate to integrate both the systems.

For every unique SF case you can create a new Jira Issue and then every related case (for the same bug) can link to the existing Jira Issue. This can be set up quite easily but it can have a couple of edge cases as it may overwrite the information on the Jira Issue. 

We can also create a parent ticket and create sub-tasks as a workaround for all the child tickets and this might also be possible to do with Exalate's Groovy based scripting engine.

Do let me know if you have any more questions or concerns.

Thanks, Dhiren

[Noel_Siagian_Appfire]

Hii @Marije Pierson , Good day.  

Immanuel here from the support team.  I'm afraid that calculating numbers from multiple associations into 1 JIRA issue is not a feature currently available.  However, we may leverage the smart-values features from JIRA and combining with automation.  Would you raise this question to our support portal? We can take a look at this further.  

Thank you Marije.

[Marije Pierson]

Sure thing Noel, thank you for the help :) 

[jennifer.dempsey_Appfire]

Hi @Marije Pierson 

Are you using an integration app to connect Jira and Salesforce? If so, may I ask which one? 

[Marije Pierson]

I think it's your one! https://apps-docs.servicerocket.com/salesforce-jira/. Is there functionality I'm missing?!

[jennifer.dempsey_Appfire]

@Marije Pierson 

Thanks for clarifying that! I'm going to ask someone on our support team to reach out and answer your question. You'll be hearing from them soon!