Jira Cloud Plugin

Sinergify plugin allows Jira users to sync Jira updates to Salesforce. With configurable syncing, the admin can decide what updates to be synced from Jira to Salesforce. Along with controlled syncing, the Jira plugin now also offers additional capabilities for Jira Users. Refer to the below use-cases for an overview.

Jira Plugin Use Cases

Create Salesforce Records from Jira.

There are two ways to create Salesforce records from Jira: manually, by using the Create button, or automatically, based on conditions configured in the Salesforce settings screen:

1. Auto-Creation of Salesforce Records

The user can automatically create Salesforce records from Jira when specific conditions are met, reducing manual effort by ensuring records are generated when predefined criteria are met.

Define the Auto Create Rule

In the Salesforce settings, configure the rule to specify when a Salesforce record should be auto-created.

For example:

• Connector Corp Field: Autocreate Salesforce record

• Value: Yes/No
  

Update the Field Value in Jira

When the Jira field Autocreate Salesforce record is set to Yes, and the configured condition is met (e.g., during a field update), a Salesforce record is automatically created.

2. Manual Creation of Salesforce Records

The users can create Salesforce records directly from Jira. This feature will show all the mapped Salesforce fields relevant to the current object and project.

Let's see an example of a Salesforce Case.

Find the Jira Plugin and then select the Create Button as Highlighted below.

A new form will appear.

Review and update the fields. On the right side the Potential results section will appear with the similar cases, you can also link the case from Potential results.

Once you click on Create. A new Salesforce record will be created in Jira. The newly created record will be linked to the Jira record and will be visible at the top of the list.

Click on the Redirect button to open the record inside the Salesforce environment. The visibility of the Redirection button can be controlled from the Configuration Panel.

The Salesforce login screen will appear. After entering the login details you will be redirected to the Salesforce Case Environment.

3. Bulk Case Creation

Bulk Case Creation enables users to create multiple Salesforce Case records at once by uploading a CSV file from the Sinergify panel. This reduces manual effort and accelerates case creation. Admins can control access to this feature using the Allow Bulk Record Creation toggle in Sinergify Configuration.

Upload from Sinergify Panel

When enabled, an Upload button appears in both Compact View and List View of the Sinergify panel.

Bulk Upload Flow

A. Upload CSV

Users upload a .csv file to initiate bulk case creation.

B. Field Mapping

A mapping screen is displayed where:

• Salesforce Case fields appear on the left.

• Fields can be mapped to:

  • Jira fields, or

  • CSV columns.

• Auto-mapping occurs when CSV headers match Case field API names.

• Users can review and edit the field mappings on this screen before proceeding.

C. Create Records

Click Create to confirm and create multiple Case records in a single action.
A confirmation popup appears, displaying the total number of records to be processed.

• Click OK to confirm and create the records.

• Click Cancel to return and review or edit the field mappings.

Once completed, records are created successfully, and the Success and Failure CSVs are attached to the related Jira issue.

Search and Link Salesforce Records

Find the Sinergify Application on the Jira Record Panel.

Sinergify Application Panel on the Right Side:

The Right Side Compact view will show up to 5 fields of the mapped Salesforce Object for a quick glance.

Sinergify Application Panel on Left Side:

The left Side List View can show up to the ‘n’ Number of fields of the mapped Salesforce Object for a detailed view.

Select the link button as shown below, to link an existing Salesforce record.

[Link an existing Salesforce record from Sinergify List View]

[Link an existing Salesforce record from Sinergify Compact View]

A new window will open. Search the Salesforce records by typing the appropriate keywords in the search field and then click on the Search icon.

Select the records that you want to link from available search results. Once selected click Link.

The specific record will now be linked to the Jira ticket.

View Linked Salesforce Record Details

You will see the linked records within the Sinergify App Under the Specific Object. For. eg. Case, as shown below.

[Viewing a Salesforce record overview from Sinergify Compact View]

To see a more detailed view of the linked Salesforce record, click the Pop Out Icon as shown in the images below.

[Compact View: Open Salesforce Record Detailed View via Pop-Up]

[List View: Open Salesforce Record Detailed View via Hyperlink]

A new window will pop up, and you will see the four tabs along with the Case object Details i.e. Case Number.

• Details

• Comments

• Feed posts

• Emails

Details

This tab is used to show all the fields that are selected under the configuration screen for the linked SF record.

Comments

The comments tab will display all the case comments posted in Salesforce. We can also post the Case comments from Jira, posted comments will be displayed along with the signature. The Tab visibility can be controlled by a Jira Admin.

Feed Post

The feed post will display all the Feed items of the current Salesforce record and we can also create a feed post from Jira where posted feeds will be displayed along with the signature. The Tab visibility can be controlled by a Jira Admin.

Emails

In the email messages tab you can see all the Emails of the Current Salesforce Record. The tab visibility can be controlled by the Jira Admin.

Unlink Salesforce records

If you wish to remove a Salesforce record that is already linked to the current Jira, select Unlink. Multiple records can be unlinked at once. Click on the checkbox to 'Unlink' the records.

After clicking the ‘Unlink’ button, choose the checkbox next to the case you wish to unlink. A pop-up will appear showing the records. Continue by selecting the 'Unlink' button.

Let's follow the step by step configuration guide below to achieve the above use cases.

Setup Plugin in Salesforce via External Client App

Step 1: Open External Client App Manager.

Log in to your Salesforce org and navigate to Setup. In the Quick Find search box, type External Client App Manager and select it from the results.

Click the New External Client App button on the top right.

Step 2: Fill in Basic Information

Enter the following details under the Basic Information section:

• External Client App Name: Enter a name for reference and easier identification. E.g., Sinergify Connected App Or Sinergify - Jira Prod.

• Contact Email: Enter the administrator's email address. This helps in identity verification when Viewing the Client Key and Secret or Modifying the application

• Distribution State: Select Local. This indicates the app is used within your org only.

• Contact Phone (Optional): Enter a contact number. This helps in identity verification when Viewing the Client Key and Secret or Modifying the application

• Description (Optional): Briefly describe the app's purpose. This helps to easily identify the application’s purpose across other applications.

Step 3: Enable OAuth Settings

Expand the API (Enable OAuth Settings) section and check the Enable OAuth checkbox.

Under App Settings, configure the following:

• Callback URL – Enter your Jira Sinergify callback URL in the format: JiraInstanceURL/plugins/servlet/ac/Sinergify.Sinergify/Authentication?s=Sinergify.Sinergify__Authentication

  Example: https://sinergify.atlassian.net/plugins/servlet/ac/Sinergify.Sinergify/Authentication?s=Sinergify.Sinergify__Authentication

• OAuth Scopes – Add the below scopes in your Connected app/External client app

  • Manage User Data via APIs (api): Helps in Read/Write access for Salesforce records through APIs

  • Scope: Perform Requests at Any Time (refresh_token, offline_access): Keeps the connection alive for months or years without requiring re-authorization

    

Step 4: Configure Security Settings

Scroll to the Security section and enable the following checkboxes. Salesforce recommends the below options for improved security. Reference Salesforce Article

• Require Secret for Refresh Token Flow: Enable to secure token exchanges. Sinergify supports this setting. Enable it to secure token exchanges.

• Require Proof Key for Code Exchange (PKCE) extension: Enable to prevent authorization code interception.

• Enable Refresh Token Rotation: Enable to invalidate old tokens upon issuance of new ones.

• Limit Idle Refresh Token TTL to 30 Days: Enable to cap idle token lifespan.

• Enforce Refresh Token IP Allowlist: Enable to restrict requests to trusted IP ranges.

Reference Security Toggles for CAs and ECAs

Step 5: Save the External Client App

Click Save to create the External Client App.

Step 6: Retrieve Consumer Key and Consumer Secret

After saving, open the newly created External Client App and navigate to the Settings tab.

Under the OAuth Settings section, click Consumer Key and Secret. You may be prompted to verify your identity. Copy the Consumer Key and Consumer Secret values — these will be required when authenticating the Sinergify plugin in Jira (refer to the Authentication section under Install and Setup Plugin in Jira).

Step 7: Lock Security Controls

After enabling and verifying all security settings, lock them to prevent unauthorized changes to your integration configuration.

In the External Client App Manager, locate your app. A banner will appear at the top of the page with the message "Review and lock security controls." Click Review Controls.

The Confirm and Lock Security Controls dialog will appear, showing the current state of each security toggle.

Before clicking Confirm, verify the following:

• Require PKCE Extension is enabled

• Enable Refresh Token Rotation is enabled

• Limit Idle TTL to 30 Days is enabled

• Enforce Refresh Token IP Allowlist is enabled — only proceed if you have already contacted Sinergify support and confirmed the server IP has been registered against your app.

Once all settings are verified, click Confirm to lock the controls.

Install and Setup Plugin in Jira

Installation

Select Apps, under the drop-down menu select, Find new apps in your Jira instance.

Enter Sinergify in the Search for apps input box and press enter.

Select Sinergify under the results.

Select Get App to install the application in the background. Follow the steps below once the app is installed.

Authentication

In the Apps drop-down, select Manage your apps.

Select Authentication under the Sinergify sub-section on the left panel.

The authentication screen will appear.

Option to 'Enable or Disable the Plugin'  Sinergify plugin allows updates to sync from Jira to Salesforce. With configurations, the admin can decide what updates to be synced from Jira to Salesforce, configure the Salesforce component on Jira View, Salesforce record creation and linking from Jira.

Choose the environment from the Choose Salesforce Instance Type and then Enter the Consumer key and Client secret.

Select Login to Salesforce. This will redirect you to the Salesforce login page. Type in your credentials and Select ‘Allow’ on the Allow Access pop-up screen.

Once the Authentication is successful, you will be redirected to the Jira authentication screen with the status connected.

Select Next to Setup the Event Configuration screen.

Event Configuration

Event Configuration is used to Configure settings for Jira Issue related events.

Issue related events: Select the Issue-related events for which the events should work.

Click the Sync from the Salesforce button to Sync the Project and issue type from the Salesforce. The i icon denotes the Projects are not in Sync with Salesforce.

The list of projects and issue types that are mapped in Salesforce will appear automatically with the popup ‘Synced with Salesforce’.

Configuration Settings

Settings for panel on issue screen

Toggle this option to show or hide the Sinergify application completely from the Jira Issue Record.

Configuration

Allow Linking of Records on panel: Toggle this option to Enable or Disable the linking of Salesforce records.

Allow Unlinking of records on the panel: Toggle this option to Enable or Disable the unlinking of Salesforce records.

Show potential results: Display or hide the potential results section on the Create Case screen.

Allow Salesforce Redirect: Display or hide the Salesforce redirect Icon when viewing the Salesforce Record details.

Show Case Comments: Toggle the button to Enable or Disable the Case Comments Tab for Jira Users.

Post Case Comments: Toggle the button to Enable or Disable the posting of new  Case Comments for Jira Users and keep it to view only.

Show Feed Posts: Toggle the button to Enable or Disable the Feed Tab in Jira Records.

Create feed Posts: Toggle the button to Enable or Disable the creation of new  Feed Posts and keep it Read-only.

Allow Bulk Creation of Cases: Enable this toggle to allow bulk creation of cases from Jira. This is an add-on feature on the Jira side. Please reach out to the Sinergify Support team for more details and configuration assistance.

Default Value Checkbox (Global Behaviour):
Enable this toggle to allow end users to select or modify values in the bulk creation table when creating cases.

• Editable: Enable this toggle to allow end users to select or modify values in the bulk creation table when creating cases.
  

• Non-Editable: Enable this toggle to allow end user to decide weather the default value will be used while creating the case or not.

Show Email messages: Enable the toggle to see the email messages on the view detail page.

Show Inline Images: Enable the toggle to see the Inline images on the record detail page.

Map Jira Projects and Issue Types

Limit the API callouts to Salesforce while getting the Linked SF objects detail at Sinergify Webpanels (List/Compact view) on the Jira issue detail screen. If toggle is OFF, API callouts will be sent only on the below configured Project and Issue Types. Use the Sync button to auto-configure the same as configured in Salesforce.

Field Configuration

Already Mapped Objects: This will show you the Objects that have been mapped on the Salesforce side Administration Panel. If the object is removed from Sinergify admin settings then the Object will be shown in Red. See the reference screenshot.

Choose a Salesforce Object:

Select the Salesforce object to configure fields. Once an object is selected, the Configure Fields section appears automatically. Objects in the dropdown are based on the Salesforce Sinergify Admin settings.

Configure Fields:

After selecting the object, the field configuration screen appears with four tabs: Search, Details, List, and Compact.

Search: Search results will be pulled in Jira using the fields selected below. You can select up to a max of 5 fields. Search your Salesforce fields under Available Fields and then select the Checkbox.

Details: Salesforce object fields selected in this section will be used to show salesforce record details on the Jira issue page. Search your Salesforce fields under ‘Available Fields’ and then select the Checkbox. The order of the fields will be displayed on the Jira page as per the selection.

List : The list tab will contain only those fields whose maximum character length is less than 256 characters and the selected field will be displayed on the list view panel on the Jira issue Page.  For. E.g. For Objects like Case, Case Number will be auto-selected. See the reference screenshot below.

Compact: The Compact View will only display those fields whose maximum character length is less than 256 characters and at most 5 fields can be displayed in that view. Standard fields like Case Number (When Case Object is mapped) will be Pre-selected and displayed by default.

Salesforce Settings

It is used to map Salesforce Object fields with Jira project fields to prepopulate the field values on the Create Salesforce Record Screen. See the reference screenshot below:

Salesforce Assignment Rules : Set the default value to run assignment rules for Lead and Case objects when creating Salesforce Records.

Choose a Salesforce Object: Choose the Salesforce object from available options. This will show objects that are mapped in both the Salesforce Admin setting and the Jira Configuration screen.

Choose a Jira Projects: Choose a Salesforce object from the available list, the dropdown shows the projects Mapped in Both the Salesforce Admin setting and the Jira Configuration screen.

Based on the selected Jira project, the required field will appear.

You can edit the labels of the Jira fields. Only the names used in the labels for Jira fields will appear on the Record Creation page on the Jira side.

You can also decide the mapping of picklist values which is applicable only for picklist-type fields. To do this, click on the icon as shown in the screenshot below.

Once you decide the values click on the ‘Map’.

Click on the gear icon, to unlock further settings for respective fields.

Using Field settings

1. Default Values: This feature allows users to set a default value for the Salesforce record field which is mapped in the Salesforce setting screen. It helps to see the default value in the desired field while creating a Salesforce record from Jira, eliminating extra effort for filling in a value.

   For example: We have set the default value for the Assignee. This is how it will look while creating a Salesforce record.

   

2. Columns: You can choose to display the fields in either a 1-column or 2-column layout.

For example: We have given the column 2 for Summary and 1 for Description:

This is how it will appear on the Create Salesforce Record screen:

3. Help text:  Type in a small description for the respective field to help end users better understand what this field is about.

   For example: We have given the Help-text for the field Internal comment.

   

   This is how it will look like on the Create Salesforce record screen.

   

   

4. Use for Potential Results: The potential results feature searches for existing Salesforce record tickets in real-time and helps to prevent duplication and saves time. Admin can Enable/Disable the ‘Potential Results’ from the Configuration tab.

   For example: We have selected the summary to represent the potential Results.

   

   This is how it will look like on the Create Salesforce record screen.

   

5. Read only: Fields for which read-only is enabled cannot be edited on the Jira side. Users can only view these fields.

6. Field order: You can set the order of the fields to display on the Create Salesforce record screen from this option.

Restrict Issue Types

The Restrict Issue Types setting allows users to define which Jira issue types should be restricted on Salesforce records creation, linking, and unlinking. This ensures that only relevant Jira issues are considered, preventing unnecessary or unwanted records and associations in Salesforce.

Plugin Uninstallation

Please follow the steps below in case Plugin needs to be uninstalled from the Jira Instance.

• Click on the Apps tab, and under the drop-down menu, click Manage your apps.

• Click on the Uninstall option under the Sinergify app.

• Select Uninstall and the application will be uninstalled.