Customer(s) affected jira field is associated with which field in salesforce ?

[Sravanthi Muppavarapu]

Hi Team,

I am new to Jira and it would be great help if someone can answer this for me. 

We have integrated our Salesforce CRM and Jira Service cloud .Whenever I am trying to create a Jira item from Salesforce I can see "Customer(s) affected" jira field is showing some SF values but I am unable to figure if it is showing Contacts or Account Values ? 

We have not mapped any SF fields to show these values in our Jira configurations. How these values are getting populated and which Salesforce object values are these.   

[Noel_Siagian_Appfire]

Hi @Sravanthi Muppavarapu ,

Noel here from the support team. Thank you for reaching out to us!

Whenever I am trying to create a Jira item from Salesforce I can see "Customer(s) affected" jira field is showing some SF values but I am unable to figure if it is showing Contacts or Account Values ? 

Would you be able to attach the screenshot of this screen (the Create JIRA issue screen) for us to further review?

Generally, if a field is showing a value on the Create JIRA issue screen in Salesforce, the value is taken from the mapping configuration.  As such, to confirm the mapping, you can: 

1. Click on Apps (located on top middle, next to create) > Bindings > Mapping (on the project that you selected in Salesforce) > Mappings (on the issue type you selected). 
   • This screen is where you map a JIRA field to a Salesforce field
   • Look for the "Customer(s) affected" field and its corresponding Salesforce field.  This confirm which field the value is taken from.  

If however, you do not see any mapping, we can take deeper look into this behaviour (if you want to send the screenshot to a support ticket), via a support request from here.

Looking forward for your update. 

Noel

[jennifer.dempsey_Appfire]

Hi @Sravanthi Muppavarapu

May I ask how you integrated Salesforce with Jira? Did you use an app from the Marketplace? I'm the Product Marketing Manager for Appfire's Connector for Salesforce & Jira.

Thank you,

Jennifer

[Sravanthi Muppavarapu]

That's a very good question. We are using installed package called Jira Cloud for Salesforce (Managed) by publisher Service Rocket. 

[jennifer.dempsey_Appfire]

Thank you, @Sravanthi Muppavarapu

This app is now part of the Appfire portfolio of apps. I will reach out to our support team and ask them to respond to your request for assistance. You will be hearing from someone shortly.

Best regards,

Jennifer