Comment Sync Flow

1. Salesforce to Jira

1.1 Automatic comment sync

When Auto Sync Salesforce Comments is enabled, comments with rich text formatting are automatically synced to Jira from:

• Jira issue detail page in Salesforce

• Case Comments (when the Case object is linked to Sinergify).

• Jira Related List (Comments tab)

1.1.1 From the Jira issue detail page

Note: If you are unable to see the Rich Text Comment Body field in Jira Issue Comments after upgrading, follow the steps mentioned in this document to add the field to the page layout. If the field is already visible, you can skip this step.

1. Open the Case record, click the Jira issue dropdown, and select Show details.

   

2. On the Jira issue detail page, open the Comment tab and click New.

   

3. Enter your comment and click Save.

   

   Jira side view

   

1.1.2 From the Jira related list

1. Open the Jira Related list and select the issue you want to comment on.

   

2. Open the Comment tab and click New.

   

3. Enter your comment and click Save and Send.

   

   Salesforce Side View

   

Jira side view:

1.1.3 Syncing Case Comments as Rich Text

When the Case object is linked to Sinergify, native Case Comments sync to Jira automatically and any rich text formatting you apply is carried over to the Jira comment.

Prerequisite: Enable Rich Text for Case Comments in Salesforce

1. Go to Setup in Salesforce.

2. Navigate to Support Settings and enable the option “Enable Rich Text for Case Comments.”

How to add a comment:

1. Open the Case record and go to the Case Comments section (or the Feed/Related list, depending on your page layout).

2. Click New to add a comment.

3. Use the Standard salesforce rich text toolbar to format your comment.

   

4. Click Save. With Auto Sync enabled, the comment syncs to the linked Jira issue with its formatting intact.

   

1.2 Selective Syncing

1.2.1 Manual Send Comments to Jira

On the Jira detail page, click Send Comments/Attachments to Jira.

Select the comment(s) you want to send, then click Send to Jira.

This is how the Comments will be visible on the Jira Side.

2. Jira to Salesforce

2.1 Automatic Syncing

Enable ‘Sync Jira Comments into Salesforce’ from Admin Settings.

Add the comment from Jira.

This is how the comments appear on the Salesforce side.

2.2 Selective Syncing using Qualifiers

Users can control which Jira comments are synced to Salesforce by using predefined comment qualifiers.

Configure a qualifier (for example, #SendToSalesforce) in the Configuration Settings. Only comments that begin with the configured qualifier will be synced to Salesforce.

The following example shows how to add a qualified comment in Jira. #SendToSalesforce is the configured qualifier, while "This is working as expected" is the comment that will be synced to Salesforce.

This is how the comment appears on the Salesforce side.

Send Selective Case Comments Using a Pre-defined Qualifier

Users can add a qualifier to restrict the sending of case comments to Jira.

To achieve this follow the below steps.

• Go To ‘Custom Settings’. Find ‘ JiraSalesforceDetail ’.

• Click on ‘Manage’ and choose the instance.

• Edit ‘Case Comment Qualifier and add a desired Qualifier. E.g. we have added #Comment as a Qualifier.

• The Case Comments starting with #Comment will be synced to Jira.

  

3. Editing and Deleting Comments

3.1 Editing the Comments on Salesforce Jira Detail Page/Jira Instance

All the comment updates are also synced between both Salesforce and Jira.

3.2 Deleting the Comments on Salesforce Jira Detail Page/Jira Instance

In case a comment is deleted from the Jira detail page in Salesforce, the already synced comment on the Jira side will remain unaffected. Similarly, if a comment is deleted from Jira, the comment on the Salesforce side will remain unaffected.