SalesForce Opportunity to JIRA works well, but not able to see JIRA data to SalesForce Case

Implemented the 'push' button and can see data is trying to come into the SF Case, but we are not seeing data populating the Case fields. What am I missing?

Hi Kim, What is the version of your JIRA instance? What is the version of the Connector plugins? 1. ServiceRocket Core Connector - Plugin 2. ServiceRocket JIRA Connector - Plugin 3. ServiceRocket Salesforce.com Connector Plugin - Plugin Can you please provide us with a screenshot of the Mapping? Can you please provide us with a screenshot of the Endpoint URLs page? (JIRA Administration > Add-ons > Mapping > Select the respective Mapping > Configure > Expand the "Endpoints" section)? Can you please provide us with a screenshot of the configuration of the Salesforce.com button that you have implemented in Salesforce.com? Please send all the requested information as stated above to support@servicerocket.com. Thank you. Regards, Victor Law ServiceRocket Support

Reporting in Salesforce

A very good and helpful tool to integrate Jira and Salesforce. But the only issue I am facing is in reporting, somehow I can not see Jira fields in cases report in Salesforce. Is anyone else facing the same issue or is there any workaround for this?

Hi Abhinav, Can you please raise support case to support@servicerocket.com with the following information? 1. Version of JIRA 2. Version of the Salesforce.com and JIRA Connector plugin 3. Field type of the JIRA fields 4. Screenshot of the Field Mapping page (Go to JIRA Administration >> Add-ons >> Mappings >> Select the Mapping from the list >> Click on the Configure button ) Thank you. Regards, Victor Law ServiceRocket Support

Worst Customer Care

Have been dealing with an issue for almost a month with the integration and salesforce cases. what was working before a force update was pushed is now no longer working. ServiceRocket is stating it is a visual force page issue and they will not support custom visual force pages. Ironically their documentation requires you put in a custom visual force page. Their suggestion was to uninstall everything and reinstall and remap all the fields in Jira. Time to look for another solution

Hi Randy, I just wanted to update here, we have revamped our customer service experience and the product has evolved exceedingly. I am more than happy to work with you if you are keen to give our product another try :) Aidin - Product Manager

Salesforce to JIRA behind the firewall does not work :(

In spite of support being extremely helpful and trying to solve the issue, I have not been able to push cases from salesforce using apex triggers and classes to JIRA. This is because our JIRA is behind the firewall!

I agree that this is unfair to rate the app 1 star because you have a hosted Jira. This issue would occur for any solution to integrate with Salesforce! However, this is a very useful post for reminding people to check before they buy.

Hi Smita, We actually have a knowledge base article that outline what you can and cannot do if your JIIRA instance is behind a firewall here: https://docs.servicerocket.com/pages/viewpage.action?pageId=5967262 Basically, if your JIRA is behind a firewall, you will be limited to user-prompted actions to create, update, and sync information from Salesforce to JIRA. By contrast, if your are able to open up a specific port in your firewall for Salesforce access, you will be able to take advantage of automated triggers and such as described in our documentation here: https://docs.servicerocket.com/display/CFSJ/Configuring+Salesforce.com Feel free to reach out to us at support@servicerocket.com for further questions. If this answers your question please consider updating your rating as it does not accurately reflect the functionality of the product. Thanks!

I would guess this rating is aimed your internal IT department? Should be pretty straight forward to open up the firewall to enable access to Salesforce in the Cloud from your internal Jira installation ^_^

Pricing isn't what is refected and its a huge jump in cost

Our link needs only affects a small group of people but there is no flexibility in the cost and the $10 per 10 users only apply's to ten users, anymore then ten the price takes huge jumps. Pricing on the ad exchange and in demo is very deceiving.

Hi Saray, Sorry to hear about the experience, however, we have been very upfront and clear on our listing that the product is charged on Atlassian Marketplace and the starting price point is as accurate as our pricing list on Atlassian Marketplace. Aidin - Product manager

Works as Advertised

Downloaded and installed this in our sandbox to sandbox environments (JIRA to Salesforce) and played around with it. Got 99% of it to work with just using their detailed Wiki's and guides. There are a few things I would spruce up in the guides on how to get some sweet views, but overall this tool works very well connecting things between JIRA and Salesforce. Once the comment bug/issue is fixed, I'd say it would be worthy of 5 stars as far as value for cost. Great app.

Thank you, Jonathan, for your review. Hopefully, we have delivered on our promise Cheers, Aidin - Product Manager

Seamless and helpful

So, happy to see it approved by Atlassian for on-demand. CustomWare has always been responsive to any questions I've had. This connector is definitely helpful!

Thank you, Todd, for your review! Let us know if we can help you better :) Best, Aidin - Product Manager

Approved for Atlassian OnDemand!

This connector works with both behind the firewall and OnDemand instances of JIRA - it gives us the confidence knowing that we can move between versions without any hassles

Hi Smita, All the features of the Connector can work with both behind the firewall and Cloud instances of JIRA except for those features that require the implementation of Apex Class and Apex Trigger in Salesforce.com (Eg. Automated Synchronization and automated JIRA issue creation from Salesforce). Please refer to this documentation (https://docs.servicerocket.com/display/CFSJ/Writing+Apex+Class+to+Call+for+Connector+REST+APIs) for more information. Please contact us via ServiceRocket Community (https://community.servicerocket.com), ServiceRocket Contact Form (http://company.servicerocket.com/contact/) or email (support@servicerocket.com). Thank you.

HI Robert, can you help me some - how did you get it to work behind the firewall? - email me at smita.gaikwad@soterawireless.com - Will be a huge help! Thanks Smita

Unfortunately Limited

The connector has some real strengths. Automatically syncing comments from JIRA to the related case is a great tool, but it offers no way to automatically push comments from the Salesforce case into JIRA, so users would have to click a button after adding case comments every time.

Hi John - You can set this up as a trigger to happen onSave of a comment.

CustomWare Jira plug in - is it so great?

Appeared to work pretty well at first sight but then came the problems : - delete a field in SFDC and watch the connector fail - try to synchronise a very simple picklist field between the two ... no joy yet - try to use in conjunction with certain email to case Apps ... disappointment. Support team very helpful at first (even if a difficult time-zone for European clients) but very quick to start pushing expensive support agreements just to get their product working.

Hi Jeremy, what was the name of the alternative connector that you purchased?

In the end, we decided we had chosen the wrong connector (choice of two). so we bought the alternative and that works fine. Would not recommend the Customware connector. Sorry.

Be sure to check out the new version, that was released late last year and was worked on in close collaboration with Atlassian.

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