Create Jira Features

This document will help you understand better the enhanced Jira creation from Salesforce. For reference, we will be using the Case object in this doc.

Prerequisites: Please make sure you have the Create Jira Button and Jira Related List Page configured as we will be using these in the following steps while creating a Jira.

Refer to these documents to configure the Create a Jira button and Jira Related List page:

1. Create Jira Button
2. Jira Related List

Creating a New Jira Ticket from Salesforce Case Record

Step 1: From your Salesforce instance, go to the case record for which you want to create a Jira ticket. There are two ways to create a Jira ticket from Salesforce:

1. Using the Create Jira button from the drop-down menu at the top of the case record header

   

2. Using the Create Jira button from the Related Jira tab on the case detail page

   

Step 2: A new screen will appear on your screen asking for the required details for creating a Jira ticket (as shown in the below screenshot).

On the left, you can see the following details:

• Jira Instance: Select the right Jira instance if you have multiple instances configured.
• Jira Project: Choose the Jira Project under which you want the Jira ticket to be created.
• Jira Fields: You will see the Jira fields like Summary, etc here. These fields are auto-populated per the Salesforce case record details.
• Issue Type: Select the right issue type for the Jira ticket to be created. For example Task, Bug, Epic, etc.

On the right, you can see the ‘Potential Results’ section.

This feature will search for already existing Jira Tickets in real time based on ‘Selected Project’, ‘Summary’, and ‘Issue Type’. This will help you prevent duplication and save time.

At the bottom of this screen, you will see the ‘Add comments and Files’ option.

This is helpful in case there are comments and attachments added on a case record and you want to sync those to the Jira ticket as well. Refer to the below screenshot.

Step 3: Once you have entered all the details and there are no similar Jira tickets showing in the ‘Potential Results’ section, click ‘Save’ in case you don't want to send comments or attachments.

But if you want to send Comments/Files that need to be added to the Jira ticket before creation, click ‘Add comments and Files’. A screen will appear as shown below.

The screen has two different sections for comments and attachments. Select the comments and files/attachments that you want to attach with the Jira ticket and click ‘Send to Jira’. See options ‘1.’, ‘2.’ in the above screenshot.

You can also add new comments and upload files/attachments using the ‘Add Comment’ and ‘Upload Files’ respectively. See options ‘3.’ and ‘4.’ in the above screenshot.

To sync comments under the SFDC object (only for case), check the box next to ‘Sync as Case Comments’ (Applicable for Case Object only).

To sync attachments under the SFDC Object, check the box next to ‘Sync Attachments to SFDC Object’.

Click ‘Save’ and the Jira ticket will be created.

Step 4: The newly created Jira will already be linked to the case it was initially created for. Click ‘View Jira’ to see the details of the Jira ticket. Click ‘Unlink Jira’ (under the drop down menu) to unlink the Jira from the selected case record.

You can repeat the same steps if you want to create and link another Jira for this case.

Sending Comments/Attachment to Jira

Use this feature in cases where you have already created a Jira and later you want to attach comments/attachments to that Jira ticket. Follow the given steps to do so:

1. From the drop-down options, select ‘Send Case comment/Attachments’.

   

2. A new screen will appear on your screen from where you can select the comments and attachments that you want to add to the respective Jira ticket.

   

   Check the boxes as needed.

   1. Select the Jira Issue Number to which you want to send the comments/attachments (You will see multiple options if multiple Jiras are attached to a case).
   2. Select comment(s) that you want to send to the selected Jira ticket.
   3. Select attachment(s) that you want to send to the selected Jira ticket.

3. Once done, click Save and the comments & attachments will be sent to the selected Jira(s).